Job Description
At arenaflex, we're on a mission to revolutionize the consumer electronics industry with innovative products and exceptional customer experiences. As a fast-growing brand with a strong presence on Amazon and other marketplaces, we're seeking a seasoned and hands-on leader to join our Customer Experience team in Brooklyn, New York. **About arenaflex** arenaflex is a dynamic and forward-thinking consumer electronics brand that's passionate about delivering cutting-edge products and outstanding customer service. With a strong focus on innovation, quality, and customer satisfaction, we're committed to building a team of talented professionals who share our vision and values. Our Brooklyn HQ is the hub of our operations, where our team of experts works tirelessly to ensure that every customer interaction is a positive and memorable experience. **The Role** We're looking for an experienced Customer Experience Team Lead who embodies our values of exceptional service, teamwork, and innovation. As a hands-on leader, you'll be responsible for managing our customer service team, personally jumping into support tickets when needed, and ensuring that every customer feels taken care of. You'll work closely with our product, operations, and sales teams to flag issues, improve processes, and make sure the customer experience keeps getting better. **Key Responsibilities** * Lead and coach our customer service team to deliver exceptional service and resolve customer issues efficiently * Take ownership of escalated issues on Amazon, Walmart, Shopify, and other marketplaces, working closely with vendors and ESMs to close out product and ticket issues * Track and improve key KPIs such as first response time, resolution time, and CSAT, using data-driven insights to inform decision-making * Maintain internal SOPs, templates, and workflows to ensure consistency and efficiency in customer service operations * Partner with product and sales teams to fix recurring issues and improve the overall customer experience * Stay updated on Amazon rules and lead compliance efforts to ensure that our customer service operations meet the highest standards **Requirements** * 2 to 3 years of experience leading support teams or working in ecommerce support, with a strong understanding of customer service operations and marketplace management * Amazon Seller Central experience is required, with a proven track record of managing customer service teams and resolving complex issues * Strong communication skills, both spoken and written, with the ability to articulate complex issues and solutions to stakeholders * Comfortable using tools like Zendesk, Gorgias, or similar, with experience in ticket management and workflow optimization * Detail-oriented, organized, and focused on solutions, with a passion for delivering exceptional customer experiences * Able to work full-time in-office at our Brooklyn HQ, with a flexible and adaptable approach to work **Why Join arenaflex?** * Competitive salary range of $70,000 to $100,000 per year, depending on experience * In-office role with direct access to leadership and opportunities for growth and development * Small team, big impact, with a focus on innovation and customer satisfaction * Real growth opportunities in a fast-paced company, with a commitment to employee development and well-being **What We Offer** * A dynamic and supportive work environment, with a focus on teamwork and collaboration * Opportunities for professional growth and development, with a commitment to employee learning and development * A competitive salary and benefits package, with a focus on employee well-being and satisfaction * A chance to work with a cutting-edge consumer electronics brand, with a focus on innovation and customer satisfaction **How to Apply** If you're a seasoned customer experience professional with a passion for delivering exceptional service, 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 and learn more about your experience and qualifications. **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives, and are proud to be an inclusive and supportive employer. Apply for this job