At arenaflex, we're revolutionizing the world's most advanced enterprise SaaS platform for medical device supply chain automation and field inventory optimization. Our solution powers some of the largest medical device companies in the world, changing the way healthcare works. We're a team-oriented organization that wants each other to be successful, and we're looking for a Customer Support Director who's ready to help us scale and deliver world-class implementations.
**About arenaflex**
arenaflex is a fast-growing company that has achieved strong product-market fit and is scaling rapidly. We're onboarding enterprise clients and expanding our implementation practice. Our software is used by some of the largest medical device companies in the world, and our people make that transformation possible. We're proud to have been recognized as one of the Best Places to Work by Inc. in 2019 and have a 4.3/5.0 rating on Glassdoor.
**About the Role**
We're seeking an experienced SaaS support leader who thrives in ambiguity and loves to build. You'll lead the creation of arenaflex's centralized Customer Support organization, owning triage flows, escalation processes, SLAs, tooling, reporting, team structure, hiring, coaching, and performance management. You'll be a strategic voice on the Client Delivery leadership team and a critical partner to Engineering and Product.
**Key Responsibilities**
* Lead the creation of arenaflex's centralized Customer Support organization, including triage flows, escalation processes, SLAs, tooling, reporting, team structure, hiring, coaching, and performance management.
* Develop and implement process improvements that empower customers to support their end users effectively.
* Collaborate closely with Customer Success leaders and other teams to drive strategic, cross-functional improvements.
* Generate reports, analyze data, and share insights with internal stakeholders to drive enhancements in product and support performance.
* Identify key benchmarks, track support trends, and implement changes to ensure consistent progress.
* Hire, develop, and lead a high-performing team of support analysts focused on customer satisfaction.
* Adapt to the evolving needs of arenaflex and its growing client base through a dynamic period of scale.
* Ensure that support coverage and SLA commitments are met reliably and consistently.
* Act as a key escalation point for customer issues and manage critical cases with clarity and urgency.
**What Success Looks Like in Your First Year**
* SLAs are consistently met across all accounts
* Support processes are documented, visible, and predictable
* Ticket data is actively used to inform product and delivery decisions
* A functioning, reliable support team is in place and performing
* Escalations are rare and handled proactively when they occur
**Essential Qualifications**
* 5+ years leading support for B2B SaaS products, supporting complex enterprise clients
* A track record building support orgs: structure, workflows, SLAs, KPIs
* Deep knowledge of SaaS support best practices and escalation management
* Hands-on experience with Freshdesk, Zendesk, Jira, or similar tools
* Strong analytical, problem-solving, and data-driven decision-making skills
* Ability to influence stakeholders across all technical and organizational levels
* High sense of urgency and a customer-first mindset
* Excellent written, verbal, and cross-functional communication skills
* Experience hiring and leading high-performing, distributed teams
* Ability to work independently in a fully remote environment
**Preferred Qualifications**
* Exposure to medical device, supply chain, or mission-critical B2B software
* Experience in high-growth, startup, or scale-up SaaS environments
**Character Traits We Value**
* You take full ownership and drive accountability at every level.
* You think like a builder and thrive when designing structure from scratch.
* You lead with empathy and coach others to succeed.
* You communicate clearly across technical and non-technical stakeholders.
* You bring clarity and direction to ambiguous, fast-changing environments.
**This Position May Not Be a Good Fit for You If**
* You've only worked in IT/internal support or transactional call centers
* You prefer to follow existing systems rather than build your own
* You avoid direct accountability for metrics or escalations
**Benefits and Perks**
* Amazing team – Helpful, humble, and hungry to grow
* Fitness stipend – We pay you to stay active
* Home office stipend + monthly snack allowance
* Comprehensive health benefits + 401(k) with match
* Remote-first team with flexible hours
* Opportunity to help shape delivery practices at a scaling SaaS company
**Compensation**
At arenaflex, your base pay is one part of your total compensation package. The salary range for this position is $160,000–$185,000 USD, based on your location, experience, and qualifications.
**How to Apply**
If you're a motivated and experienced SaaS support leader who is passionate about building and scaling support organizations, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information].
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