Head of Customer Service & Experience – Amazon Expertise & DTC Leadership
At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a dynamic and innovative company, we're seeking a seasoned leader to join our team as the Head of Customer Service & Experience. This is a unique opportunity to leverage your expertise in Amazon customer service operations, drive customer satisfaction, and lead a high-performing team of customer service agents.
About arenaflex
arenaflex is a forward-thinking organization that's passionate about delivering outstanding customer experiences. With a strong presence in the market, we're committed to innovation, excellence, and customer-centricity. Our team is dedicated to creating a culture that fosters growth, collaboration, and continuous learning. If you're a customer service expert with a passion for Amazon and a drive to succeed, we want to hear from you!
The Role
As the Head of Customer Service & Experience, you'll be responsible for leading and enhancing our customer service operations, ensuring high response quality and efficiency across multiple platforms. You'll work closely with our brand managers to integrate customer insights into business strategies and provide regular performance reports to leadership. This is a leadership role that requires strong people management skills, a strategic mindset, and the ability to drive customer satisfaction, retention, and operational excellence.
Key Responsibilities
*
Customer Engagement & Experience
+ Oversee Amazon customer service operations, ensuring high response quality and efficiency. + Address customer concerns and inquiries quickly and effectively across multiple platforms.
Team Leadership
+ Manage and mentor a remote team of customer service agents (including teams in the Philippines). + Build a high-performance team culture with coaching, training, and leadership support.
Performance & Quality Control
+ Track and optimize Amazon customer service KPIs, including response times, resolution rates, and satisfaction scores. + Ensure all customer communications meet Amazon's service standards and brand voice.
Customer Journey Management
+ Oversee the entire customer experience across Amazon (priority), Shopify, and TikTok. + Improve post-purchase engagement to boost customer satisfaction and loyalty.
Collaboration & Reporting
+ Work closely with brand managers to integrate customer insights into business strategies. + Provide regular performance reports and recommend improvements to leadership.
The Ideal Candidate
We're looking for a seasoned leader with a strong background in Amazon customer service operations, DTC leadership experience, and international expertise. If you have:
- Amazon Expertise: Strong background in Amazon customer service operations, tools, and metrics.
- DTC Leadership: Experience managing a direct-to-consumer customer service department.
- International Experience: Leadership of domestic or international customer service teams.
- Team Management: Ability to motivate, develop, and mentor high-performing teams.
- Strategic Mindset: Proven ability to optimize workflows, improve CX, and drive business impact.
Qualifications
* Amazon Customer Service Expertise: Experience managing Amazon-based customer service operations, tools, and KPIs.
- DTC Customer Service Leadership: Proven experience leading a DTC customer service department.
- Remote & International Team Management: Leadership of domestic or offshore teams.
- Data-Driven Decision Making: Ability to analyze customer service metrics and implement improvements.
- Tech-Savvy: Experience with customer service platforms (Zendesk is a plus).
- Problem-Solver: Strong communication and conflict-resolution skills.
Must-Haves
*
Amazon customer service management experience
.
Leadership experience in a DTC environment
.
Proven success in managing remote teams
.
Ability to travel to the Dominican Republic multiple times per quarter
.
Benefits
*
Competitive salary based on experience
.
Comprehensive health and wellness benefits
.
Professional growth and development opportunities
.
Work-life balance with remote hybrid flexibility
.
How to Apply
If you're a customer service expert with a passion for Amazon and a drive to succeed, we want to hear from you! Please submit your resume to [email protected] or apply online at [https://jobs.crelate.com/portal/maiplacement/job/nuaqugwt3wp733w9ridmho5pdh?crt=1733874667526](https://jobs.crelate.com/portal/maiplacement/job/nuaqugwt3wp733w9ridmho5pdh?crt=1733874667526). Don't miss this opportunity to join our team and make a lasting impact on customer experiences at arenaflex! Apply for this job