Director of Customer Experience Operations & SMB Support Strategy – arenaflex

Build the Future of Small Business Support at arenaflex

At arenaflex, we believe that small and medium-sized businesses are the engine of the global economy, and they deserve world-class support that matches the scale of their ambition. We are on a mission to redefine how financial technology companies serve the SMB community, blending empathy, efficiency, and innovation into every customer interaction. As we continue to grow and scale our platform, we are seeking a transformational leader to join our team as the Director of Customer Experience Operations & SMB Support Strategy.

This is not a typical customer support leadership role. It is a strategic, cross-functional, and high-impact position designed for someone who thrives at the intersection of operational excellence, people development, and customer empathy. You will own the end-to-end customer experience journey for our SMB customers, shape the long-term support strategy, and build the playbook that empowers our team to deliver exceptional service at scale. If you are energized by the idea of turning customer feedback into product improvements, mentoring a high-performing team, and partnering with leaders across Risk, Product, and Engineering, we want to meet you.

What You Will Own and Lead at arenaflex

1. Deliver an Exceptional, Scalable Support Experience

• Own the day-to-day delivery of an empathetic, informative, and timely support experience for arenaflex’s growing SMB customer base.
• Balance quality and speed, always considering scalability as the customer base expands and the complexity of inquiries evolves.
• Establish and refine service-level standards that define what “world-class” looks like in a fast-paced fintech environment.

2. Drive Strategic Execution Against KPIs

• Lead the monthly, quarterly, and annual execution of the team’s KPIs and strategic plans, using a process-oriented and data-driven approach.
• Build dashboards, reporting frameworks, and analytics routines that surface trends, gaps, and opportunities in real time.
• Translate insights into action by working with cross-functional partners to improve outcomes across the customer journey.

3. Champion the Voice of the Customer Across arenaflex

• Serve as the internal voice of the SMB customer, partnering closely with Product, Engineering, and Risk teams to influence the product roadmap.
• Maintain full visibility and clear status updates on cross-functional efforts that stem from customer feedback.
• Ensure that customer insights are integrated into every aspect of arenaflex’s product and operational decisions.

4. Design and Automate the Customer Experience Journey

• Identify and design process improvements across the customer experience journey, with a focus on automation, friction reduction, and self-service enablement.
• Build resources, playbooks, and tooling that empower agents to handle an expanding variety of questions and issues with confidence.
• Continuously evaluate emerging technologies and CX platforms (including deep expertise in Zendesk) to maximize team potential.

5. Build, Mentor, and Scale a High-Performing Team

• Hire, develop, and retain a diverse team of customer experience professionals who reflect arenaflex’s core values.
• Provide strong mentorship, coaching, and career development, identifying growth opportunities and up-leveling talent at every stage.
• Embed a culture of continuous learning, humility, and accountability, modeling the values of arenaflex in every interaction.

6. Drive Best Practices and Build the CX Playbook

• Develop and maintain a comprehensive customer experience playbook that codifies best practices, processes, and standards.
• Partner with the Risk leadership team on forward-thinking initiatives to ensure the CX delivery model evolves alongside the business.
• Explore strategic partnerships, including the evaluation and management of Business Process Outsourcing (BPO) resources.

7. Champion Continuous Learning and Cross-Functional Enablement

• Provide education, training, and support to teams across arenaflex, helping everyone contribute to a world-class customer experience.
• Stay ahead of emerging customer engagement trends, support technologies, and SMB experience preferences.
• Foster a team-first culture built on collaboration, curiosity, and a shared commitment to excellence.

What We Are Looking For

Essential Experience and Qualifications

• 6+ years of experience in Customer Experience, Customer Support, or a related field, ideally in a high-growth or technology-driven environment.
• 5+ years of experience in a people leadership capacity, with a demonstrated track record of building and scaling high-performing teams.
• Proven experience in developing, coaching, and mentoring talent, with the ability to grow individuals into leaders.
• Strong analytical and process-oriented mindset, with the ability to identify trends, diagnose issues, and drive improvement in complex cross-departmental processes.
• Excellent communication and collaboration skills, with a knack for aligning cross-functional partners around shared customer outcomes.
• Empathy and humility, with a genuine ability to understand the needs of SMBs and the teams that serve them.
• A team-first mentality and a deep commitment to building a world-class global customer experience engine together.

Preferred and Bonus Qualifications

• Fintech experience, particularly supporting SMB customers in payments, banking, or financial services.
• Experience maximizing the potential of Zendesk for reporting, analytics, and workflow automation.
• Prior experience joining a company in its early stages and helping it scale through periods of rapid growth.
• Hands-on experience working in a fast-paced fintech startup environment.

Why You Will Love Working at arenaflex

At arenaflex, we believe that great customer experiences start with great teams, and great teams start with great support. We are committed to building a workplace where ambitious, curious, and empathetic people can do the best work of their careers.

Compensation and Meaningful Equity

We offer a competitive salary and a meaningful equity package, because every team member at arenaflex gets a piece of the pie. When we win, you win.

Comprehensive Health Benefits

From day one, you and your family are covered by our full health benefits package, including access to an HSA or WSA so you can get the coverage and care you need without compromise.

Generous Time Off and Holiday Shutdown

We take time off seriously. arenaflex offers considerable vacation days and an end-of-year holiday shutdown so the entire team can reset, recharge, and return ready to do their best work for our customers.

Personal and Professional Growth

You will be supported by leaders who genuinely care about your growth and success. Through regular feedback, coaching, and clear development pathways, we aim to make arenaflex a step-change career opportunity, not just a job.

Top-Tier Equipment and Tools

We will make sure you have everything you need to produce your best work, from hardware to software to the support that enables deep focus and creativity.

Team-First, Human-First Culture

We are passionate about working collaboratively, bonding through team events, and, most importantly, having fun along the way. arenaflex is a place where people genuinely enjoy showing up for one another and for our customers.

Join arenaflex and Shape What Comes Next

If you are a strategic, empathetic, and execution-oriented customer experience leader who is excited by the opportunity to build the playbook, the team, and the systems that will define how arenaflex serves SMBs for years to come, we would love to hear from you. This is your chance to step into a role with real ownership, meaningful scope, and the support of a leadership team that is invested in your success.

Bring your experience, your curiosity, and your passion for customer excellence. In return, we offer the platform, the partnership, and the opportunity to do the most impactful work of your career. Apply today and help us build the future of small business support at arenaflex.