Head of Customer Service & Experience at arenaflex: Lead the Charge in Delivering Exceptional Customer Experiences
Job Title:
Head of Customer Service & Experience at arenaflex
Job Type:
Full-time, Hybrid (1-2 days onsite in Howell, NJ)
Location:
Hybrid – Howell, NJ (1-2 days onsite) | Travel Required to the Dominican Republic multiple times per quarter
Salary:
$80,000 - $120,000 based on experience
About arenaflex:
arenaflex is a leading innovator in the industry, dedicated to delivering exceptional customer experiences that drive business growth and customer loyalty. With a strong focus on customer-centricity, arenaflex is seeking a dynamic and experienced leader to join our team as the Head of Customer Service & Experience. If you're passionate about delivering world-class customer service and have a proven track record of success in leading DTC customer service teams, we want to hear from you!
Job Summary:
We're looking for a seasoned customer service leader with Amazon expertise to lead and enhance our customer service operations. As the Head of Customer Service & Experience, you will be responsible for overseeing Amazon customer service operations, managing a remote team of customer service agents, and driving customer satisfaction, retention, and operational excellence. If you have a strong background in Amazon customer service operations, DTC leadership experience, and a proven ability to drive business impact, we encourage you to apply.
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.
- Improve post-purchase engagement to boost customer satisfaction and loyalty.
### 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.
- Collaborate with brand managers to integrate customer insights into business strategies.
### Collaboration & Reporting
- Work closely with brand managers to integrate customer insights into business strategies.
- Provide regular performance reports and recommend improvements to leadership.
Qualifications:
### 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.
### Preferred Qualifications
- Shopify experience.
- Strong background in customer service operations, tools, and metrics.
- Experience with customer service platforms (Zendesk is a plus).
- Data-driven decision-making skills.
- Tech-savvy with experience in customer service software.
Benefits:
* Competitive salary based on experience
- Comprehensive health and wellness benefits
- Professional growth and development opportunities
- Work-life balance with remote hybrid flexibility
Why Join arenaflex?
* Opportunity to work with a leading innovator in the industry
- Collaborative and dynamic work environment
- Professional growth and development opportunities
- Comprehensive benefits package
- Flexible work arrangements
How to Apply:
If you're a motivated and experienced customer service leader with a passion for delivering exceptional customer experiences, we encourage you to apply. Please submit your resume to [[email protected]](mailto:[email protected]) or apply online through our website.
Contact Information:
Email: [[email protected]](mailto:[email protected]) Apply Online: [https://jobs.crelate.com/portal/maiplacement/job/nuaqugwt3wp733w9ridmho5pdh?crt=1733874667526](https://jobs.crelate.com/portal/maiplacement/job/nuaqugwt3wp733w9ridmho5pdh?crt=1733874667526) Apply Job: [https://www.ziprecruiter.com/c/Mai-Placement/Job/Head-of-Customer-Service-&-Experience/-in-Brick,NJ?jid=7693fda360d647ae&utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic](https://www.ziprecruiter.com/c/Mai-Placement/Job/Head-of-Customer-Service-&-Experience/-in-Brick,NJ?jid=7693fda360d647ae&utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic) Apply for this job