Head of Support




Full Time

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Job Overview:

In this role you will be responsible for managing the Support Team, providing online support to all our customers worldwide. We are looking for someone with great communication and user support skills as well as a broad range of technical and managerial abilities. Your main goals will be high customer satisfaction through fast and reliable responses and quick resolution times. You will act as a focal point for communication with key stakeholders such as, Product Managers, Customer Success as well as R&D teams to ensure a smooth flow of escalations and resolutions.

Who we are?

At Arbox, we live and breathe fitness.

Our mission is to help gym and studio owners transform from fitness experts to business experts. We work together with our clients to simultaneously grow their businesses while focusing on doing what they do best – building a community of fitness lovers and making their members feel healthy and happy.

With a global presence and a hyper-growing amount of 1MM end users, our SaaS product is redefining the fitness industry worldwide! We are looking for people to join our energetic and fast-paced team. If you’re enthusiastic, creative, and passionate about all things fitness, Arbox is the place for you. 

What will you do?

  • Define and implement methods, procedures, tools, and policies to ensure that high-quality service is delivered to customers.
  • Recruit, train, manage and mentor team members to grow the skills required to provide best-in-class support to our customers. 
  • Manage shifts, ensuring full coverage during our required hours.
  • Monitor operational activity (ticket volume, key performance indicators/metrics, trends, product changes, etc.) as well as team performance and work to increase team efficiency and effectiveness.
  • Ensure that our customer satisfaction is continuously improving.
  • Anticipate potential issues before they arise, analyze existing issues to look for recurring patterns, and develop solutions to reduce occurrences. Maintain strong partnerships with the Product and R&D teams to prioritize these improvements.
  • Drive processes to identify and correct gaps in the customer experience based upon qualitative and quantitative customer feedback.
  • Maintain and expand the Support Team’s knowledge base, while also collaborating with our Customer Success Team to ensure our customers have access to the necessary knowledge base materials.

What will you need?

  • 3+ years of experience managing a support team within a SaaS or software company.
  • Proven hands-on technical support experience, managing B2B customers.
  • Experience in managing a shift-based support team.
  • Experience managing a global remote team. 
  • Proven experience with creating and optimizing support processes.
  • High fluency in English with excellent written and verbal communication skills.
  • Experience hiring and training support representatives.
  • Experience with tech support web tools such as Zendesk or similar.
  • All-around team player, broad-minded with a positive and “can-do” approach
  • Strong analytical and problem-solving skills.
  • Bring your spark :)

Sounds interesting?
Submit your C.V here:

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Join today and start
growing your business with Arbox!

Email: info@arboxapp.com
Phone (sales only): 
US Office: +1-786-442-2985  |  UK Office: +44-741-1246290

Capterra Ease of Use for Club Management Jun-20
Software Advice Recommended for Club Management Jun-20

© 2020 Arbox All Rights Reserved
Recommended constitute the subjective opinions of individual end-user reviews, ratings and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Software Advice or its affiliates.

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