Experienced Full Stack Customer Support Operations Manager – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way people interact with technology. As a global leader in free and open-source email and productivity solutions, we're committed to providing best-in-class productivity tools that empower individuals and organizations to achieve their goals. Our team is passionate about fostering openness, transparency, and collaboration, and we're seeking an experienced Full Stack Customer Support Operations Manager to join our dynamic team.

The Opportunity:

We're looking for a seasoned professional to lead the development of a modern, scalable support function for our new paid subscription service. As a Full Stack Customer Support Operations Manager, you'll be responsible for building a world-class support experience for our paid users, while also overseeing support operations for our free, open-source product. This is a foundational role that requires a unique blend of technical expertise, leadership skills, and a passion for empowering users.

What You'll Do:

As a Full Stack Customer Support Operations Manager, you'll be responsible for:

• Building and managing the support function, including defining workflows, service levels, and processes for both technical and billing/donor support
• Overseeing support systems, including tools like Zendesk (or similar), and setting up macros, triggers, automations, and reporting
• Supporting multiple products, including our free desktop and mobile apps and our paid web-based services
• Collaborating with community support, including partnering with our Community Team to empower, recognize, and harness the energy of our global volunteer helpers
• Driving self-service success, including expanding our knowledge base and exploring smart automation and AI tools to improve deflection and self-help
• Handling vendor relationships, including identifying and overseeing any outsourced support partners as needed
• Owning the support experience, including defining the tone, voice, and overall philosophy of user-facing help
• Analyzing and optimizing support operations, including monitoring key metrics like response time, CSAT, and ticket volume, and using insights to improve efficiency and satisfaction
• Coordinating across teams, including working closely with product and engineering to resolve issues and advocate for user needs

What You'll Bring:

To succeed in this role, you'll need:

• 7+ years of experience in customer support roles, including at least 3 years in a leadership or management capacity
• Hands-on experience administering support platforms (Zendesk preferred)
• Proven success building or scaling support operations in a startup or growth-stage company
• Experience with technical product support and payment/billing support
• Strong communication skills and comfort working with distributed, cross-functional teams
• Passion for empowering users through documentation, automation, and community engagement
• Experience supporting freemium, open-source, or B2C SaaS products
• A collaborative mindset and willingness to build systems from the ground up

Bonus Points:

* Experience working with open-source communities or volunteer support models

• Knowledge of AI support tools or chatbot implementation
• Background in donor-supported or mission-driven organizations
• German, French, Japanese, or any language proficiency in addition to English

What You'll Get:

As a Full Stack Customer Support Operations Manager at arenaflex, you'll enjoy:

• A competitive salary, benchmarked to local markets and targeting the 60th percentile of the peer market
• A comprehensive benefits package, including:

+ Fully remote work and schedule flexibility + Latest laptop and accessories + Annual remote work stipend + Monthly internet stipend + Professional development stipend + Industry conferences + 24 days PTO per year (prorated) + Your birthday + Year-end company shutdown + Wellbeing days + Public holidays + Other paid leave + Wellbeing stipend for personal/family activities + 401(k)/RRSP pension contributions + Health, dental, and vision insurance + Disability/income protection insurance + Life insurance + Employee assistance program + Paid parental leave + Paid sick days

Work Environment and Company Culture:

At arenaflex, we're committed to fostering a culture of openness, transparency, and collaboration. Our team is passionate about empowering users and delivering innovative solutions that make a real impact. We're a remote-first organization, with a global team that works together to achieve our mission. We're proud to be an equal opportunity employer, committed to diversity, equity, and inclusion.

How to Apply:

If you're excited about the opportunity to build something from the ground up, care deeply about helping users succeed, and thrive in a mission-driven, remote-first environment, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job