Director, Customer Service – Visionary Leader for Exceptional Customer Experiences at arenaflex

At arenaflex, we're on a mission to revolutionize the fashion industry with our cutting-edge technology, innovative approach, and commitment to customer satisfaction. As a Director, Customer Service, you'll play a pivotal role in shaping the customer service function and driving business growth through data-driven decisions, strategic partnerships, and a customer-centric mindset. If you're a seasoned leader with a passion for delivering exceptional customer experiences, we want to hear from you.

About arenaflex

arenaflex is a globally integrated Operations and Services provider behind some of the fastest-growing online fashion brands in history, including Fabletics, Savage X Fenty, JustFab, ShoeDazzle, and FabKids. With capabilities spanning technology, data science, supply chain management, fulfillment, customer service, and more, we help brands launch, scale, and grow across product categories and geographically. Our unique approach is powered by our proprietary, end-to-end tech platform that enables the brands we serve to deliver a level of personalization, value, and satisfaction that's unrivaled in the fashion industry.

Join Our Team

At arenaflex, we're committed to creating a diverse, inclusive, and equitable environment where everyone feels valued and empowered to contribute their best work. We believe in fostering a culture of innovation, collaboration, and continuous learning, where our team members can grow and develop their skills and expertise. If you're a customer service leader who shares our values and is passionate about delivering exceptional customer experiences, we invite you to join our team.

Key Responsibilities

As a Director, Customer Service, you'll be responsible for:

• Developing a vision and strategy for the customer service function, leveraging capacity in our Asia tech hub and external vendors
• Collaborating with the Asia Tech Hub on technology and digital evolution of the customer service function, including agent management and new technology
• Creating and evaluating SOPs on contact flow and writing business rules
• Leading and managing an external contact center, including staffing levels
• Developing core KPIs and strategies to achieve KPIs based on metrics such as retention rates, save a sale, and more
• Setting and managing CS center budgets

What You Bring

To succeed in this role, you'll need:

• Knowledge of customer service and a track record of leadership
• Outstanding verbal and written communication skills
• Ability to develop, coordinate, and implement project plans and timelines
• Excellent organization, time management skills, and a high level of attention to detail
• Strong customer (internal and external) dedication and support experience
• Thorough understanding and accountability for P&Ls and budgets
• Excellent communication and influencing skills
• Track record of success in developing customer solutions
• Problem-solving and strategic thinking skills
• Experience with storyboarding and presenting
• 8+ years' experience in customer service
• Successful track record of implementing supply chain improvements
• Bachelor's level degree in Engineering, Supply Chain, or Business
• Prior experience in large retail and/or e-commerce organizations with demonstrated success in customer service operations
• Experience working in a shared service environment

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our team members grow and develop their skills and expertise. As a Director, Customer Service, you'll have access to:

• Opportunities for professional development and growth
• Training and development programs to enhance your skills and knowledge
• Mentorship and coaching from experienced leaders
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

Work Environment and Company Culture

At arenaflex, we're passionate about creating a workplace culture that's inclusive, diverse, and equitable. We believe in fostering a culture of innovation, collaboration, and continuous learning, where our team members can grow and develop their skills and expertise. Our work environment is dynamic, fast-paced, and challenging, with opportunities to make a real impact on our business and customers.

Compensation, Perks, and Benefits

At arenaflex, we believe in rewarding our team members for their hard work and dedication. As a Director, Customer Service, you'll be eligible for:

• Competitive annual base salary range of $128,100-$150,000
• Hybrid work schedule
• Discretionary paid time off
• Summer Fridays
• Healthcare plans
• Employee discounts
• 401k
• Annual bonus program
• Equity program
• And more!

How to Apply

If you're a customer service leader who shares our values and is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We can't wait to hear from you! Apply Job! Apply for this job