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About arenaflex
arenaflex is on a bold mission to revolutionize mental health care by giving therapists the digital tools, resources, and operational support they need to deliver world‑class care to every individual who seeks it. As a Public Benefit Corporation, arenaflex balances profit with purpose, ensuring that high‑quality therapy becomes both accessible and affordable. Our platform blends cutting‑edge technology with a therapist‑first philosophy, creating a seamless experience for patients, clinicians, and the broader mental‑health ecosystem. If you’re driven by purpose, thrive in fast‑moving environments, and love solving complex, people‑focused challenges, arenaflex offers a stage where your impact is measured not only in metrics, but in lives improved.
Why This Role Matters
The Customer Support Operations Manager sits at the heart of arenaflex’s commitment to excellence. Our Support Team is the first line of reassurance for patients navigating the platform and for clinicians delivering care. By leading this function, you will shape how we listen, respond, and continually improve the experience for thousands of users every day. Your leadership will directly influence patient satisfaction, clinician retention, and the overall reputation of arenaflex as a trusted mental‑health partner.
Role Overview
Reporting directly to arenaflex’s senior leadership, you will own the end‑to‑end strategy, execution, and scaling of the customer support operation. This is a fully remote, full‑time position that blends strategic thinking with hands‑on execution. You will design scalable processes, nurture a high‑performing team of Support Agents, and partner with Clinical, Product, and Engineering teams to turn support insights into product innovations. Success in this role means higher satisfaction scores, faster resolution times, and a support organization that can grow alongside arenaflex’s rapid expansion.
Key Responsibilities
- Customer Interaction Excellence: Ensure every support ticket—whether received via email, chat, or phone—is answered with empathy, accuracy, and speed, fostering trust among patients and clinicians.
- Process Design & Implementation: Create, document, and continuously refine support standard operating procedures (SOPs) that align with arenaflex’s brand promise and scalability goals.
- Team Leadership & Development: Recruit, onboard, coach, and retain a growing team of Support Agents; establish clear performance metrics, conduct regular one‑on‑ones, and build a culture of continuous learning.
- Cross‑Functional Collaboration: Partner with Clinical teams to streamline documentation workflows, with Product teams to feed real‑time user pain points into the roadmap, and with Engineering to resolve technical access issues efficiently.
- Analytics & Reporting: Own Freshdesk (or comparable) dashboards, track key performance indicators such as CSAT, First Contact Resolution (FCR), and Agent Utilization, and present actionable insights to senior leadership.
- Project Management: Lead initiatives—such as knowledge‑base expansions, automation pilots, or new channel rollouts—from concept through execution, meeting scope, timeline, and budget expectations.
- Documentation & Knowledge Sharing: Build a living internal knowledge repository that accelerates onboarding, reduces repeat queries, and empowers agents to resolve issues independently.
- Quality Assurance: Implement regular QA reviews, audit ticket handling for compliance and tone, and mentor agents on best practices for empathetic communication.
What Success Looks Like
- Consistently high customer satisfaction (CSAT) scores, surpassing industry benchmarks.
- Improved agent productivity measured through reduced average handling time without sacrificing quality.
- Robust, data‑driven processes that enable the support team to handle a 30‑40% increase in ticket volume year‑over‑year.
- Clear, documented cross‑functional workflows that eliminate bottlenecks between Support, Clinical, and Product teams.
- Successful launch of at least two major support initiatives (e.g., self‑service portal, AI‑assisted triage) within the first twelve months.
Essential Qualifications
- Minimum of 2 years of operations management experience, preferably in a high‑growth, customer‑facing environment.
- Demonstrated track record of meeting or exceeding KPIs such as CSAT, FCR, and agent productivity.
- Proven ability to hire, develop, and retain talent—experience leading a team of at least 5–10 support professionals.
- Strong analytical mindset; comfortable extracting insights from ticketing data, building dashboards, and translating numbers into strategic actions.
- Excellent written and verbal communication skills, with a talent for delivering empathy at scale.
- Hands‑on experience with Freshdesk, Zendesk, or comparable ticketing platforms, including advanced reporting and workflow automation.
- Self‑starter who thrives in an ambiguous, fast‑moving environment and can prioritize initiatives independently.
- Project management proficiency—experience leading cross‑functional initiatives from ideation to launch.
Preferred (But Not Required) Qualifications
- Background in healthcare or mental‑health technology, with an understanding of clinical terminology, billing cycles, and HIPAA considerations.
- Familiarity with remote‑first workplace dynamics and strategies for maintaining team cohesion across time zones.
- Experience implementing automation tools (e.g., chatbots, macro libraries) to reduce manual ticket handling.
- Certification in project management (PMP, Scrum Master) or customer experience (CCXP).
Core Skills & Competencies
- Empathy & Emotional Intelligence: Ability to put yourself in the shoes of both patients and clinicians, delivering support that feels human and caring.
- Strategic Thinking: Vision to design processes that scale while preserving quality.
- Data‑Driven Decision Making: Comfort with Excel, SQL basics, or BI tools to surface trends and drive continuous improvement.
- Leadership Presence: Ability to inspire, motivate, and hold a geographically dispersed team accountable.
- Collaboration: Skilled at building bridges between product, clinical, engineering, and executive stakeholders.
- Adaptability: Flexibility to pivot when priorities shift and maintain composure under pressure.
Compensation, Perks & Benefits
arenaflex offers a competitive base salary that reflects both the responsibilities of the role and the market standards for remote leadership positions. In addition to base pay, you’ll be eligible for performance‑based bonuses and equity grants, aligning your success with the long‑term growth of the company. Our comprehensive benefits package includes:
- Medical, dental, and vision coverage with generous employer contributions.
- Flexible paid time off (PTO) and an additional mental‑health day each quarter.
- Remote‑work stipend for home‑office setup, high‑speed internet, and coworking space memberships.
- Professional development budget for courses, certifications, and conferences.
- Employee Assistance Program (EAP) with confidential counseling and wellness resources.
- Opportunity to participate in arenaflex’s equity program, giving you a direct stake in the company’s mission‑driven growth.
Career Growth & Learning Opportunities
At arenaflex, we view every role as a launchpad. As the Customer Support Operations Manager, you will have clear pathways to senior leadership positions such as Director of Customer Experience or VP of Operations. You will also gain exposure to product development cycles, data‑science initiatives, and strategic planning sessions with C‑suite executives. Continuous learning is encouraged—whether you want to deepen your expertise in AI‑driven support tools, pursue an advanced leadership credential, or explore the nuances of mental‑health regulations, arenaflex invests in your growth.
Culture & Work Environment
arenaflex thrives on a culture of purpose, collaboration, and psychological safety. We believe that a supportive internal environment mirrors the compassionate care we deliver to our users. Remote work is the norm, and we prioritize regular virtual coffee chats, team‑wide town halls, and quarterly in‑person retreats (when feasible) to build community. Our core values—Humility, Innovation, Empathy, and Integrity—guide daily decisions and shape a workplace where every voice matters.
How to Apply
If you are ready to lead a high‑impact support organization within a mission‑driven tech company, we would love to hear from you. Click the link below to submit your application, and let’s together make mental‑health care more accessible, affordable, and human‑centered.
Apply Now
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