**Director, Customer Experience – Revolutionizing Support at arenaflex**

At arenaflex, we're redefining the way companies approach customer experience. As a pioneer in the fintech industry, we're committed to providing innovative solutions that meet the unique needs of our workforce. Our mission is to help companies reimagine how they take care of their people, and we're seeking an experienced Director of Customer Experience to lead our growing support organization. **About arenaflex** arenaflex is a cutting-edge fintech company that's making benefits easy. We believe that people are the most important asset to any company, and traditional one-size-fits-all benefits packages no longer cut it in today's hybrid and remote-first environment. With our easy-to-use and highly customizable platform, People teams can implement, administer, and track the benefits that meet employees where they are. Our goal is to provide a seamless and personalized experience for our customers, and we're looking for a talented leader to help us achieve this vision. **Our Mission** At arenaflex, we're passionate about helping companies reimagine how they take care of their people. We're committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. Our mission is to provide innovative solutions that meet the unique needs of our workforce, and we're seeking a Director of Customer Experience who shares our vision. **Our Investors** arenaflex is backed by leading investors, including Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. We've raised $35 million of equity capital to date, and we're excited to continue growing and innovating in the fintech industry. **What You'll Do at arenaflex** As our Director of Customer Experience, you'll play a pivotal part in ensuring our customers receive timely, effective, and empathetic support. Your leadership will directly impact customer satisfaction, retention, and operational efficiency while building a high-performing team that delivers exceptional service consistently. You'll help shape the support and technology infrastructure that enables our company to scale efficiently while maintaining our commitment to customer success. **Key Responsibilities** * Lead, mentor, and develop a multi-channel customer experience team, strategically expanding into new support modalities. * Design and implement training programs that enable rapid team growth without sacrificing quality. * Create and execute staffing models that effectively address fluctuating support volumes. * Act as a manager of managers, driving excellence and consistency among several support teams. * Foster a collaborative, customer-centric culture focused on continuous improvement. * Act as a representative for the customer experience function when facing external stakeholders. **Strategic Planning and Analytics** * Develop comprehensive volume forecasting models to anticipate support needs across channels. * Identify support trends and patterns to inform proactive resourcing and process improvements. * Establish and track meaningful KPIs that drive team performance and customer satisfaction. * Provide regular reporting on support metrics and operational health to executive leadership. * Conduct annual planning on behalf of the Customer Experience organization. **Process Optimization and Productivity** * Identify and implement process improvements that increase support team efficiency. * Collaborate with Product and Engineering teams to drive product enhancements that reduce support volume. * Leverage ongoing developments in agentic AI to enable scale and speed in support resolutions. * Develop and refine support workflows and knowledge management systems. * Implement tools and technologies that enhance support team productivity. **Customer Experience Enhancement** * Define and maintain service level agreements that balance customer needs with operational efficiency. * Develop strategies to reduce resolution times while increasing customer satisfaction. * Implement feedback mechanisms to continuously improve the support experience. * Create escalation frameworks that ensure critical issues receive appropriate attention. **Change Management & Team Integration** * Quickly establish credibility with the existing support organization. * Implement changes thoughtfully, with clear communication and team buy-in. * Balance respect for established practices with introduction of necessary improvements. * Build collaborative relationships across departments to enhance the overall customer experience. **Requirements** * 7+ years of experience in customer support or service operations, with at least 4 years in director-level leadership roles. * Demonstrated success scaling support teams (2x or greater) while maintaining or improving quality metrics. * Experience implementing and managing multiple support channels (e.g., email, chat, phone). * Strong background establishing forecasting, capacity planning, and support analytics. * Proven track record of improving support efficiency through process and technology enhancements. * Experience leading through change and quickly adapting to new environments. * Exceptional communication, presentation, and interpersonal skills. * Data-driven approach to decision making and process improvement. * Bachelor's degree or equivalent practical experience. **Preferred Qualifications** * Experience in SaaS or technology companies, preferably in the fintech or benefits space. * Background in building omnichannel support strategies. * Knowledge of change management principles. * Experience with support automation and AI-assisted service tools. **Compensation** * Base salary of $150,000 to $180,000 + equity. * Range(s) is subject to change. arenaflex takes a number of factors into account when determining individual starting pay, including market comparables, interview performance, peer compensation, and years of experience. **What We Offer** * 95% coverage of medical, dental, and vision * Fantastic benefits (of course!), including: + $250 WFH setup + $150/month cell phone + internet + $100/month Wellness * No Meeting Wednesday! * We offer several team onsites a year * Flexible PTO * At arenaflex, we are working towards reimaging how companies take care of their people. We are committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. arenaflex is proud to be an equal-opportunity employer. If you're a motivated and experienced leader who shares our vision for revolutionizing customer experience, we encourage you to apply for this exciting opportunity. Apply for this job