**Experienced Senior Director, Customer Support Leader – Remote**

At arenaflex, we're revolutionizing the way businesses operate in the cloud by harnessing the power of technology and data. As a pioneer in the industry, we're committed to delivering innovative solutions that address the complex challenges faced by companies today. Our journey began in 1994 with our first credit card customer, and since then, we've been at the forefront of adopting modern cloud and data capabilities. In 2022, we proudly announced arenaflex Software and introduced our first B2B software solution, Slingshot, to the market. Building on our pioneering spirit, arenaflex Software is dedicated to accelerating the data management journey at scale for businesses operating in the cloud. We've developed tools to address the various needs of companies, including data publishing, data consumption, data governance, and infrastructure management. As we continue to explore new opportunities to bring our solutions to market, we're seeking top-tier talent to join our innovative team and propel us towards our destination. As a Senior Director of Customer Support at arenaflex, you'll have the unique opportunity to be on the forefront of building this business and bringing our tools to market. You'll be joining a team of visionary product, tech, and design leaders who are passionate about questioning the status quo and driving innovation. If you're an experienced and accomplished Support Leader with a proven track record in operational and/or site reliability engineering, we want to hear from you. **Key Responsibilities:** • **Lead and Inspire a High-Performing Team:** As a Senior Director of Customer Support, you'll be responsible for leading a team of engineers to deliver exceptional support and service. You'll inspire and motivate your team to achieve their full potential, fostering a culture of collaboration, accountability, and customer-centricity. • **Develop and Implement Strategies:** You'll develop and implement strategies to ensure maximum system availability, reliability, and performance. This will involve driving innovation and continuous improvement in service delivery and support, staying ahead of industry trends and emerging technologies. • **Drive Innovation and Continuous Improvement:** You'll be responsible for driving innovation and continuous improvement in service delivery and support. This will involve staying abreast of industry trends and emerging technologies to ensure the organization remains at the forefront of innovation. • **Develop and Execute Strategic Roadmaps:** You'll develop and execute strategic roadmaps to address complex, large-scale challenges. This will involve working closely with cross-functional teams to identify and prioritize initiatives that drive business growth and customer satisfaction. • **Foster a Culture of Collaboration:** You'll foster a culture of collaboration, accountability, and customer-centricity within the team. This will involve promoting open communication, active listening, and a customer-first mindset. **Essential Qualifications:** • **Bachelor's Degree:** You'll need a Bachelor's degree in a relevant field, such as Computer Science, Engineering, or Business Administration. • **9+ Years of Experience:** You'll need at least 9 years of experience in customer support, customer success, or operations within a SaaS or technology organization. • **6+ Years of Experience in Operational or Site Reliability Engineering:** You'll need at least 6 years of experience in operational or site reliability engineering, with a focus on building, mentoring, and leading high-performing teams. • **5+ Years of Experience in People Management Roles:** You'll need at least 5 years of experience in people management roles, with a focus on building, mentoring, and leading high-performing teams. **Preferred Qualifications:** • **Master's Degree in Computer Science:** A Master's degree in Computer Science or a related field is highly desirable. • **6+ Years of Experience in Developing and Executing Strategic Roadmaps:** You'll need at least 6 years of experience in developing and executing strategic roadmaps to address complex customer and business challenges. • **Demonstrated Ability to Understand System Architecture:** You'll need a demonstrated ability to understand system architecture, service delivery, and customer experience. • **Experience Designing Scalable Processes:** You'll need experience designing scalable processes for proactive customer support and self-service solutions. • **Strong Leadership Skills:** You'll need strong leadership skills, communication, and interpersonal skills to lead and inspire a high-performing team. • **Demonstrated Ability to Collaborate Cross-Functionally:** You'll need a demonstrated ability to collaborate cross-functionally with product, engineering, and sales teams. • **Experience Navigating High-Growth Environments:** You'll need experience navigating and leading teams through high-growth, fast-paced, or startup-like environments. **What We Offer:** • **Competitive Salary:** We offer a competitive salary range of $280,600 - $320,200 for this role. • **Performance-Based Incentive Compensation:** This role is eligible to earn performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI). • **Comprehensive Benefits:** We offer a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being. • **Opportunities for Growth and Development:** We're committed to helping you grow and develop your skills and career, with opportunities for professional growth and development. • **Diverse and Inclusive Work Environment:** We're proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. **How to Apply:** If you're a motivated and experienced Support Leader looking for a new challenge, we want to hear from you. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! **Equal Opportunity Employer:** arenaflex is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state, or local law. **Accommodation Requests:** If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact arenaflex Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@arenaflex.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. **Technical Support:** For technical support or questions about arenaflex's recruiting process, please send an email to Careers@arenaflex.com. **Note:** arenaflex does not provide, endorse, nor guarantee and is not liable for third-party products, services, educational tools, or other information available through this site. Apply for this job