Customer Support Operations Manager – Remote Team Leadership, Incident Management & SaaS Solutions at arenaflex

About arenaflex

arenaflex is a fast‑growing technology company dedicated to transforming the way organizations manage employee leave, accommodations, and related HR processes. Our cloud‑based platform empowers HR professionals to deliver humane, predictable, and efficient experiences for employees navigating complex leave scenarios. Built by HR experts for HR experts, arenaflex blends deep industry knowledge with cutting‑edge software engineering to create a product that is both intuitive and powerful. As we continue to expand our market presence, we are looking for passionate, forward‑thinking professionals who thrive in a collaborative environment and want to make a tangible impact on the future of work.

Why This Role Matters

The Customer Support Operations Manager is the linchpin that connects our customers, product teams, and support specialists. In this role you will champion the voice of the customer, ensure rapid resolution of critical incidents, and cultivate a high‑performing, remote support team that consistently exceeds service‑level agreements (SLAs). Your leadership will directly influence customer satisfaction, product adoption, and the overall reputation of arenaflex as a trusted partner in the HR technology space.

Key Responsibilities

Team Leadership & Development

• Lead, mentor, and inspire a distributed team of Production Support Specialists (Tier 2) to achieve individual and collective performance goals.
• Conduct regular one‑on‑one coaching sessions, set clear objectives, and create personalized development plans that align with both career aspirations and arenaflex’s strategic priorities.
• Implement a robust quality‑scoring framework to monitor support interactions, identify skill gaps, and drive continuous improvement.
• Facilitate knowledge‑sharing workshops, onboarding programs, and ad‑hoc training sessions to keep the team current on product updates and best‑practice support techniques.

Incident Management & Customer Communication

• Own the end‑to‑end lifecycle of high‑severity incidents, coordinating cross‑functional response teams, and providing transparent, timely updates to customers and internal stakeholders.
• Utilize arenaflex’s ticketing platform to triage, prioritize, and resolve escalated client issues, ranging from bugs and feature requests to complex business‑process challenges.
• Lead post‑mortem retrospectives, root‑cause analyses, and documentation of lessons learned to prevent recurrence and improve system reliability.
• Partner with Product, Development, and Customer Success to align incident resolution with broader product roadmaps and strategic initiatives.

Process Optimization & Documentation

• Identify gaps in existing support procedures, design streamlined workflows, and author comprehensive standard‑operating procedures (SOPs) that empower the team to work efficiently.
• Develop and maintain clear user stories and requirement documents for production issues and feature enhancements, ensuring alignment with the Software Development Life Cycle (SDLC).
• Leverage data‑driven insights to recommend process improvements, automation opportunities, and tooling enhancements that elevate the overall support experience.

Cross‑Functional Collaboration

• Facilitate regular alignment calls with Support, Customer Success, Product Management, and Development to prioritize work, resolve blockers, and accelerate delivery of customer‑centric solutions.
• Act as the primary escalation point for complex technical queries, translating technical concepts into business‑friendly language for non‑technical stakeholders.
• Represent arenaflex in customer‑facing forums, webinars, and industry events to showcase our commitment to service excellence.

Essential Qualifications

• Bachelor’s degree in Business, Computer Science, Information Systems, or a related field.
• Minimum 3‑5 years of experience managing remote customer support or technical operations teams in a SaaS environment.
• Demonstrated expertise in incident management, including the ability to prioritize, triage, and resolve high‑impact issues under pressure.
• Exceptional critical‑thinking and problem‑solving abilities, with a track record of delivering innovative solutions to complex challenges.
• Outstanding written and verbal communication skills, capable of crafting clear, concise updates for both technical and non‑technical audiences.
• Proven ability to multitask, organize, and manage competing priorities while maintaining a high level of accuracy.
• Hands‑on experience troubleshooting software applications and a solid understanding of the SaaS support ecosystem.
• Proficiency with the arenaflex productivity suite (formerly known as Microsoft Office Suite) for reporting, documentation, and presentation creation.

Preferred Qualifications & Nice‑to‑Have Skills

• Certification or working knowledge of ITIL Foundations, CMMI, or other process‑improvement frameworks.
• Prior experience leading customer support teams that handle complex HR‑related workflows, such as FMLA, disability, or ADA accommodations.
• Familiarity with the arenaflex ticketing platform (formerly Jira) and arenaflex CRM (formerly Salesforce) for case management and reporting.
• Understanding of the Software Development Life Cycle (SDLC) and ability to translate support tickets into actionable development stories.
• Experience driving cultural change within remote teams, fostering a collaborative, inclusive, and high‑performance environment.

Core Skills & Competencies

• Leadership & Mentorship: Ability to inspire, coach, and develop talent across geographic boundaries.
• Customer‑Centric Mindset: Deep empathy for client challenges and a relentless drive to exceed expectations.
• Analytical Acumen: Strong data‑analysis skills to interpret support metrics, identify trends, and inform strategic decisions.
• Technical Fluency: Comfortable navigating complex software environments, APIs, and integration points.
• Communication Excellence: Clear, persuasive, and diplomatic communication style for both internal and external audiences.
• Process Orientation: Passion for building repeatable, scalable processes that improve efficiency and quality.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Support Operations Manager, you will have access to:

• Leadership development programs and executive mentorship to accelerate your managerial career path.
• Industry‑specific training, including CLMS Certification and advanced HR technology workshops.
• Opportunities to earn additional technology certifications (e.g., cloud platforms, security, data analytics) supported by a dedicated education budget.
• Cross‑functional project assignments that broaden your exposure to product strategy, engineering, and go‑to‑market initiatives.
• A clear promotion track from Manager to Senior Manager, Director of Support Operations, and eventually to VP‑level leadership roles.

Work Environment & Culture at arenaflex

Our culture is built on four core values that guide every decision and interaction:

• Make a Difference: We strive to create meaningful impact for our customers, our teammates, and the broader community.
• Team First: Collaboration beats competition. We celebrate collective wins and support each other through challenges.
• Own It: Accountability is non‑negotiable. We follow through on commitments and learn from both successes and setbacks.
• Everyone Matters: Diversity of thought, background, and experience enriches our work. Every voice is heard and valued.

arenaflex offers a flexible, remote‑first work model with occasional in‑person gatherings at our beautiful headquarters in Golden, Colorado. Our offices feature open‑concept workspaces, wellness rooms, and collaborative zones designed to foster creativity and connection.

Compensation, Perks & Benefits

arenaflex provides a competitive total‑reward package that includes:

• Base salary range of $75,000 – $90,000 per year, commensurate with experience and market benchmarks.
• Performance‑based annual bonus tied to individual and company objectives.
• Comprehensive health coverage (medical, dental, vision) for you and eligible dependents.
• Retirement savings plan with company matching contributions.
• Life insurance, short‑term and long‑term disability coverage.
• Generous paid time off, parental leave, and flexible holiday scheduling.
• Professional development stipend, certification reimbursement, and access to a curated library of learning resources.
• Employee assistance program, wellness initiatives, and regular virtual social events.

How to Apply

If you are a proactive, customer‑obsessed leader who thrives in a dynamic SaaS environment and wants to shape the future of HR technology, we want to hear from you. Join arenaflex and become part of a mission‑driven team that values innovation, collaboration, and continuous growth.

Ready to take the next step? Click the link below to submit your application and start your journey with arenaflex.

Apply Job!