**Experienced Customer Support Operations Lead – Scaling Support Excellence at arenaflex**

At arenaflex, we're on a mission to revolutionize the way we work and live. As a values-driven organization, we're committed to building a culture that empowers our team members to grow, learn, and thrive. We're seeking a strategic and systems-oriented Customer Support Operations Lead (CSOL) to join our team and help us scale our support operations to meet the needs of our growing customer base.

**About arenaflex**

arenaflex is a company where people can grow their careers and work with like-minded individuals who share our passion for innovation and excellence. We're a flexible, supportive culture that values collaboration, creativity, and continuous improvement. Our team is made up of thinkers, talkers, planners, makers, builders, and everything in between. Together, we're turning our passions into happier communities!

**The Role**

As a Customer Support Operations Lead at arenaflex, you'll play a critical role in reducing friction, improving escalation outcomes, and enabling faster, more consistent support delivery as we grow. In your first 3-6 months, you'll improve support efficiency through better workflows and SLA adherence, drive measurable improvements in CSAT and escalation quality, and enhance tooling, automate processes, and introduce structured cross-functional reporting that informs Product and Success strategy.

**Key Responsibilities**

* **BPO Management & Enablement**: Lead the operationalization of our BPO support partner within 12 weeks. Deliver clear SOPs, QA standards, tooling access, and structured training programs. Drive early performance improvements such as higher first contact resolution (FCR), reduced DSAT, and improved tone/process adherence.
* **Escalation Strategy & Quality Improvement**: Develop a scalable escalation model that ensures faster, higher-quality resolution of customer issues.

Reduce preventable escalations by empowering agents with better SOPs, tooling, and clarity. Improve cross-functional visibility and create actionable insights from high-priority cases.
* **Tooling Optimization**: Own and optimize workflows across Zendesk, Jira, Slack, and Gainsight. Identify opportunities to automate repetitive tasks and improve agent experience.

Build and maintain dashboards that surface real-time KPIs across internal and outsourced teams.
* **Support Efficiency & SLA Adherence**: Streamline support processes and improve routing logic to reduce response and resolution times toward a