Staff Customer Support Team Manager – Digital-Focused Technical Support Operations & Customer Success Leadership

About arenaflex

arenaflex is a forward-thinking, globally recognized leader in the digital industrial space, dedicated to engineering technologies that move, power, and connect the world. Our teams design and deliver cutting-edge digital solutions, software platforms, and service programs that help customers across a wide range of industries solve their toughest challenges. We are deeply committed to customer success — not just at the moment of sale, but throughout the entire lifecycle of every product, platform, and partnership.

At arenaflex, the post-sale customer experience is treated as a strategic advantage. We invest in talented leaders who can blend operational excellence with a genuine passion for customer advocacy. We are now hiring a Staff Customer Support Team Manager to lead a high-performing team that supports enterprise customers, drives retention and expansion, and shapes the next generation of digital customer support practices at arenaflex.

Position Summary

The Staff Customer Support Team Manager at arenaflex is a senior people-leader role responsible for the sustained success and growth of our customers in the post-sales lifecycle. You will own a full portfolio of support functions — including training, professional services, technical support, renewals, retention, and customer advocacy — with a strong digital focus. Working within a technical discipline, you will lead departmental operations planning and execution, drive continuous improvement, and partner across the business to deliver outstanding customer outcomes.

This role is ideal for a hands-on leader who can operate with autonomy, propose creative solutions to complex problems, and elevate the performance of a diverse, often global and remote, team of support engineers and specialists.

Key Responsibilities

• People Leadership & Talent Development: Hire, onboard, and develop a team of customer support engineers and specialists. Conduct regular coaching, career development conversations, and performance reviews. Set clear goals and remove obstacles that prevent your team from doing their best work.
• Operational Execution & Standard Work: Drive standard work practices, key performance indicators (KPIs), and lean processes across the support function. Establish and maintain reliable, measurable workflows that scale with customer demand.
• Customer Success & Retention: Lead initiatives that improve customer outcomes, including renewals, expansion, outcome attainment, and customer advocacy. Use data and customer insights to identify risks early and intervene with effective action plans.
• Technical & Strategic Problem Solving: Apply deep knowledge of a technical discipline, combined with analytical thinking, to execute strategy and policy. Propose solutions outside of established parameters to address complex, interdependent issues.
• Cross-Functional Collaboration: Build strong relationships with stakeholders across product, engineering, sales, and services to align technical support execution with broader business goals. Communicate effectively with audiences at all levels of the organization.
• Project Leadership: Lead small-to-medium-scale projects with low-to-moderate risk and resource requirements. Build consensus among team members on key topics within your field and serve as a trusted resource for less experienced colleagues.
• Continuous Improvement: Champion a culture of continuous improvement within the team. Use customer feedback, internal metrics, and industry benchmarks to refine processes and elevate the customer experience.
• Sensitive Issue Management: Handle sensitive personnel and customer matters with professionalism, discretion, and sound judgment. Model arenaflex’s values in every interaction.

Required Qualifications

• For roles outside the USA: Advanced experience in Services and Digital Customer Support Engineering. Knowledge level comparable to a Bachelor’s degree from an accredited university or college, OR a high school diploma with substantial relevant experience.
• For roles based in the USA: Bachelor’s degree from an accredited university or college, OR a high school diploma / GED with at least six years of experience in customer support, services, or a related function.
• Demonstrated success in a people-management role, including hiring, staffing, and performance development.
• Experience leading teams in a customer-facing, post-sales technical support environment.

Desired Characteristics

• Strong Communication: Excellent oral and written communication skills, with the ability to influence stakeholders at all levels.
• Problem-Solving Acumen: Demonstrated ability to analyze and resolve complex problems — both technical and personnel-related.
• Program Planning: Proven ability to document, plan, and execute structured programs that drive measurable outcomes.
• Remote Team Leadership: Track record of effectively leading a team of remote, global team members with varying levels of experience.
• Customer-Centric Mindset: A genuine passion for customer success, advocacy, and long-term relationship building.
• Adaptability: Comfortable operating with autonomy, yet able to align with established policies and standards.
• Continuous Improvement Orientation: Familiarity with lean processes, standard work, and operational excellence principles.

Skills & Competencies for Success

• Leadership presence and emotional intelligence
• Strong organizational and prioritization skills
• Data-driven decision making and KPI fluency
• Cross-functional collaboration and stakeholder management
• Coaching, mentoring, and performance management
• Conflict resolution and sound judgment under pressure
• Working knowledge of support tools, ticketing systems, and digital customer success platforms

Career Growth & Learning Opportunities

At arenaflex, we believe great leaders are never finished growing. In this role, you will gain exposure to senior leadership, cross-functional business strategy, and complex global customer relationships. You will have access to:

• Formal leadership development and continuous learning programs
• Mentorship from seasoned leaders across the arenaflex organization
• Opportunities to lead strategic projects with executive visibility
• Clear pathways into senior management, director-level, and other cross-functional leadership roles
• Conference attendance, professional certification support, and tuition reimbursement programs

Work Environment & Culture at arenaflex

arenaflex is a remote-friendly employer that values flexibility, collaboration, and innovation. Our team members span multiple countries and time zones, united by a shared commitment to customer success and operational excellence. We foster an inclusive, supportive environment where every voice is heard, and diverse perspectives are celebrated.

You will find a culture that prizes curiosity, accountability, and continuous improvement. We work hard, we support one another, and we take pride in building products and experiences that matter to our customers.

Compensation, Perks & Benefits

The salary range for this position is $114,400 – $143,000 annually, depending on experience, education, and work location. In addition, this role is eligible for a variable incentive compensation bonus.

arenaflex offers a comprehensive benefits package that typically includes:

• Competitive health, dental, and vision insurance
• Retirement savings plans with company match
• Generous paid time off and holiday schedule
• Parental leave and family support programs
• Professional development and tuition assistance
• Flexible and remote work arrangements
• Employee assistance and wellness programs

Specific benefits may vary based on location and local regulations.

Equal Opportunity & Legal

arenaflex is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or any other characteristic protected by law.

arenaflex will only employ those who are legally authorized to work in the applicable country for this opening. Any offer of employment is conditioned upon the successful completion of a background check and, where applicable, a drug screen.

This is a remote position.

How to Apply

If you are a proven customer support leader with a passion for developing people, driving operational excellence, and shaping the future of digital customer success, we want to hear from you. Bring your expertise, your curiosity, and your commitment to customers — and join arenaflex, where your leadership will make a measurable difference every day.