Experienced Senior Customer Support Manager – High-Growth Advisory Business

At arenaflex, we're on a mission to revolutionize the way businesses access real-world education and expertise. As a Senior Customer Support Manager, you'll play a pivotal role in shaping the client experience and driving the growth of our advisory business. If you're a seasoned leader with a passion for delivering exceptional support, we want to hear from you.

About arenaflex

arenaflex is a cutting-edge company that's disrupting the traditional business education landscape. Our innovative approach combines real-world expertise with cutting-edge technology to provide unparalleled support to our clients. We're a dynamic team of professionals who thrive in fast-paced environments and are committed to delivering exceptional results.

The Role

As a Senior Customer Support Manager, you'll lead a team of Client Experience Associates (CEAs) who serve as the first point of contact for our clients. Your primary responsibility will be to ensure that every interaction reflects excellence, empathy, and precision. You'll be responsible for managing the day-to-day support operations, including:

• Managing the CEA team to deliver fast, accurate, and white-glove support across every stage of the advisory client journey
• Overseeing the development and implementation of support processes and workflows
• Collaborating with Advisory Partners, Sales, Events, and Systems to ensure seamless handoffs and client satisfaction
• Defining success performance-based metrics and coaching the team to exceed them
• Continuously improving support operations and workflows to drive efficiency and scalability

Responsibilities

As a Senior Customer Support Manager, you'll be responsible for:

Team Leadership & Execution

+ Manage, coach, and develop the CEA team to deliver accurate, on-brand responses across all channels + Conduct 1:1s, performance reviews, and skill-building sessions focused on objection handling, technical troubleshooting, and tone calibration + Own workload distribution, ensure adequate support during peak volume, and serve as the point of escalation for high-priority tickets + Hire, onboard, and train new team members to full productivity in 90% CSAT on ticket responses

• Ensure 100% of support tickets meet internal SLA (e.g., first response in 95% QA compliance score across support tickets
• Consistently improve resolution speed while reducing manual effort
• Keep chatbot flows and LLM guides updated quarterly

Requirements

We're looking for someone who has:

• 4+ years in customer support, client success, or customer experience
• 2+ years managing support or operations teams, ideally in high-growth environments
• Hours are 8am-5pm CT with flexibility to work outside of these as needed
• Must live in one of the states we're registered to operate in: CA, FL, GA, IN, MI, MN, NV, OH, OR, PA, TN, TX, UT, WI
• Strong knowledge of systems like Gorgias, HubSpot, Slack, and AI-driven support tools
• Excellent written communication and training skills - you know how to teach someone to "write like the brand"
• Proven success owning AR processes and driving payment collection with empathy
• A track record of creating, documenting, and refining SOPs and playbooks
• Strong operational rigor - you track KPIs, audit workflows, and execute fast
• High EQ and leadership presence, you give feedback directly, without drama
• Clear alignment with arenaflex values and culture: extreme ownership, high standards, and love for the work

Location

* Remote

• Must live in one of the states we're registered to operate in: CA, FL, GA, IN, MI, MN, NV, OH, OR, PA, TN, TX, UT, WI

Reporting To

* Senior Director, Fulfillment Operations

Managing

* A remote team of 3 Client Experience Associates (Eastern time, working on central time zone)

Compensation

* $124,000 - $152,000 base salary based on years of experience

• The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below).

Benefits

* Flexible Time off Policy and Company-wide Holidays (including winter break)

• Health Insurance options including Medical, Dental, Vision
• 401k offering for Traditional and Roth accounts with an employer match
• Monthly wellness allowance
• State of the art gym for employee use at HQ

arenaflex Core Values

Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.

Competitive Greatness

+ Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns.

Sincere Candor

+ Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts. Nothing great can be built without feedback: internally or externally.

Unimpeachable Character

+ Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing. If you're a seasoned leader with a passion for delivering exceptional support, we want to hear from you. Apply now to join the arenaflex team and help shape the future of business education. Apply for this job