**Experienced Customer Support Director – Scaling Enterprise SaaS Support for Medical Device Supply Chain Automation**

At arenaflex, we're revolutionizing the medical device supply chain with our cutting-edge enterprise SaaS platform. Our innovative solution empowers some of the world's largest medical device companies to optimize their field inventory and streamline their operations. As we continue to grow and scale, we're seeking an exceptional Customer Support Director to lead our centralized support organization and drive world-class customer experiences. **About arenaflex** arenaflex is a pioneering company that's changing the face of healthcare with our advanced technology. Our team-oriented culture is built on collaboration, mutual respect, and a shared passion for delivering exceptional results. We've been recognized as one of the Best Places to Work by Inc. and have a 4.3/5.0 rating on Glassdoor. Our commitment to innovation, customer satisfaction, and employee well-being has earned us a reputation as a leader in the industry. **The Opportunity** As our Customer Support Director, you'll play a critical role in shaping the future of arenaflex's support organization. You'll lead the development of our centralized support function, driving continuous improvement and excellence in customer satisfaction. Your expertise will be instrumental in building a high-performing team of support analysts, developing repeatable processes, and ensuring that support coverage and SLA commitments are met reliably and consistently. **Key Responsibilities** • 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. • Drive continuous improvement in a centralized customer support function using SaaS product support best practices. • 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. • 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. **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 • Proven 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 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. If you're a seasoned SaaS support leader with a passion for building high-performing teams and driving customer satisfaction, we want to hear from you. Join our team at arenaflex and be part of a dynamic, growth-oriented organization that's changing the face of healthcare. Apply for this job