Job Description
Join arenaflex, the world's first RiskOps platform for financial risk management, as we revolutionize the way we deliver exceptional customer support to our global clients. As a Senior Director of Customer Support & Customer Success, you will play a pivotal role in transforming our support operations from a reactive model into a proactive, customer-centric function that sets the industry standard for excellence. **About arenaflex** arenaflex is the market leader in safeguarding global commerce with today's most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence. We are securing the transition to a cashless world while enabling digital trust in every transaction and payment type. Our technology protects 900 million people in 190 countries, and we have raised $282M to date, with a valuation of +$1.5B. With a strong commitment to innovation and customer satisfaction, we are looking for a visionary leader to join our team. **Your Day-to-Day** As a Senior Director of Customer Support & Customer Success, you will lead and develop a globally distributed support team across multiple time zones (US, Brazil, Portugal, Hong Kong, and Australia), composed of both full-time and outsourced employees. Your key responsibilities will include: * Fostering a collaborative and inclusive team culture that prioritizes customer satisfaction and continuous improvement * Defining and monitoring key performance indicators (KPIs) aligned with business outcomes to measure and enhance team performance * Building scalable support processes and optimizing the team's structure to ensure 24/7/365 coverage for enterprise clients in the financial sector * Managing incident escalation, resolution, and post-mortem processes, ensuring accountability and clear communication with clients * Transforming the support department into a proactive, client-centric organization focused on self-service and knowledge-sharing * Partnering with Product, Revenue, and other teams to influence the product roadmap, align on client needs, and drive cross-functional initiatives * Building a robust knowledge base and self-service tools to empower clients and reduce ticket volumes * Staying ahead of emerging industry trends and tools, implementing new technologies and best practices to enhance support efficiency and quality * Creating strategies to optimize alerting systems, SLA terms, and incident management workflows * Advocating for automation and data-driven decision-making to scale support operations without increasing headcount **You Know-How & Have** To succeed in this role, you will need: * 10+ years of experience leading global support teams in SaaS or enterprise software environments * 2+ years of experience supporting external partners (e.g., system integrators) and working with BPOs (Business Process Outsourcing) for increased service capacity * Expertise in building and transforming support functions to scale with business growth, focusing on client experience, self-serviceability, and operational efficiency * Proven track record of supporting large enterprise customers, both on-premise and multi-tenant SaaS environments * Strong understanding of incident management processes and continuous improvement methodologies * Exceptional relationship-building skills, with the ability to collaborate effectively across departments * Data-driven mindset with the ability to analyze metrics, identify patterns, and influence the product roadmap * Familiarity with support tools such as ZenDesk or ServiceNow, with a focus on identifying and implementing the best-fit solutions * Familiarity with AI-based agent assist and conversational review tools **The Customer Success Team** The Customer Success Team at arenaflex is responsible for building lifetime customers by enabling value realization through optimized adoption of arenaflex products and services. We collaborate with our clients through each phase of the customer journey to ensure we collectively have the right success plans maximizing enablement, engagement, adoption, and customer health, always with a value-driven mindset. **Join Us!** We are a fast-growing company that believes no challenge is too big or too small. We have an open environment that encourages us to lean in, try new things, and discover our potential. If you are a visionary leader who is passionate about delivering exceptional customer support, we want to hear from you! **Your First 30-Days at arenaflex** As a new member of our team, you will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your arenaflex journey. In addition, you will have access to a ton of information to give you history, context, and all the knowledge you can handle about arenaflex and the team. Finally, you will start working on projects and collaborating on work currently being done. **Life at arenaflex** To get a glimpse into life at arenaflex, follow us on Instagram at [Life at arenaflex Instagram]( You can also learn more about our culture by reading our Codebook at [Feedzai Culture]( **Equal Opportunity Employer** arenaflex is an Equal Opportunity Employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. **Application Process** To apply for this role, please visit our careers page at []( We look forward to hearing from you! **Note** arenaflex does not accept unsolicited resumes from recruiters or employment agencies. We will use the personal data you provide us with by filling out this form for reviewing your application and to potentially negotiate a contract with you. Your personal data will be retained by arenaflex for 24 months following your application. Please see our Privacy Notice available at [Feedzai Candidate Privacy Policy]( and [Feedzai California Candidates Privacy Policy]( for more information on how we process your personal data. Apply for this job