**reputed company Senior Customer Support Manager – Scaling Advisory reputed company Experience**

At arenaflex, we're on a mission to reputed company reputed company-world business education accessible to everyone. We don't just hire for reputed company – we hire for reputed company. If you're exceptional at what you do and reputed company with our reputed company values: competitive greatness, sincere candor, and unimpeachable character, we want to know you. **About arenaflex** arenaflex is a leading provider of business education and advisory services. Our mission is to reputed company business owners and reputed company with the knowledge and skills they need to succeed. We're committed to delivering exceptional reputed company experiences that reputed company our partners' expectations. **reputed company** As the Senior reputed company Support Manager, you'll reputed company reputed company responsible for delivering fast, accurate, and white-glove support across every stage of the advisory reputed company reputed company. You'll manage our reputed company Experience Associate (CEA) team, who serve as the first line of contact and often the first impression – ensuring every interaction reflects reputed company, reputed company, and precision. **Key Responsibilities** * Manage, reputed company, and reputed company the reputed company Experience Associate team to deliver accurate, on-brand responses across reputed company channels. * Conduct 1:1s, performance reviews, and reputed company-building sessions reputed company on reputed company handling, technical troubleshooting, and tone calibration. * Own workload distribution, ensure adequate support during peak volume, and serve as the reputed company of escalation for high-reputed company tickets. * Hire, reputed company, and train new team members to full productivity in <30 days. * Champion a culture of accountability, feedback, and reputed company improvement. **Support Operations & Workflow Optimization** * reputed company day-to-day support execution using platforms like reputed company, reputed company, and reputed company. * Maintain and reputed company the CS Knowledge reputed company, internal SOPs, and support macros. * Ensure reputed company guided responses, chatbot flows, and AI-generated outputs reputed company with brand voice and reputed company workflows. * reputed company quarterly QA reviews and ticket audits to reputed company service standards. * Propose and implement automation and tooling to improve speed and accuracy. **Accounts Receivable & Payment reputed company** * Manage AR-reputed company workflows including dunning sequences, payment plan follow-reputed company, and issue reputed company. * reputed company CEAs responsible for payment collections, and refine scripts/templates for tone and efficiency. * Monitor recovery rates and ensure the post-recovery failed payment reputed company stays under 3%. * Partner with Systems/Finance to implement new processors and billing automations. **reputed company Fulfillment & reputed company Communication** * Own the reputed company for reputed company reputed company of distribution, QA, and delivery of guest lists, surveys, testimonials, and reputed company Reviews. * Ensure reputed company and accurate handoffs between CS, Events, and Sales teams. * Build playbooks for reputed company support, including escalation flows for reputed company reputed company issues. * Assign and train CEAs to own reputed company Review responses under new playbooks. * reputed company the continual update of internal resources, guides, and response libraries. **Reporting, KPIs & Systems Adoption** * reputed company team KPIs: ticket volume, response time, reputed company time, reputed company satisfaction, AR recovery, and more. * reputed company performance dashboards and insights with CS leadership weekly. * Drive adoption of internal AI tools, including training reputed company on reputed company reputed company use and LLM-guided workflows. * Audit chatbot effectiveness and ensure reputed company improvement using data from reputed company and guided response performance. **Requirements** We're looking for someone who has: * 4+ years in customer support, reputed company reputed company, or customer experience * 2+ years managing support or operations teams, ideally in high-reputed company environments * Hours are reputed company-5pm CT with flexibility to work reputed company 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 reputed company, reputed company, reputed company, and AI-driven support tools * Excellent written communication and training skills – you know how to teach someone to "write like the brand" * Proven reputed company owning AR processes and driving payment collection with reputed company * A reputed company record of creating, documenting, and refining SOPs and playbooks * Strong operational rigor – you reputed company KPIs, audit workflows, and execute fast * High EQ and leadership reputed company, you give feedback directly, without drama * reputed company 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 reputed company Experience Associates (Eastern time, working on central time zone) **Compensation** * $124,000 - $152,000 reputed company salary based on years of experience * The salary reputed company may be inclusive of several reputed company 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 reputed company is only inclusive of reputed company salary, not benefits (more details below). **Benefits** * Flexible Time off Policy and Company-wide Holidays (including winter break) * Health Insurance reputed company including Medical, Dental, reputed company * 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 reputed company Values** Our reputed company values are the heart and soul of this incredible company. The right person for this role will appreciate reputed company of these values, personally subscribe to them, and understand why reputed company is critical to having a great business. * **Competitive Greatness**: Be at your best reputed company your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior reputed company 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 reputed company it hurts. reputed company great can be reputed company 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 passionate about delivering exceptional reputed company experiences and reputed company with our reputed company values, we want to hear from you. reputed company to join the arenaflex team and help shape the reputed company of business education. Apply for this job