Assistant Manager – Customer Service Leadership at arenaflex – Training, Operations, and Experience Excellence

About arenaflex – Crafting Timeless Quality Since 1897

Founded in 1897, arenaflex has built a reputation for delivering rugged, high‑quality apparel and accessories that stand up to the toughest environments. From the early days of outfitting gold‑rush prospectors to today’s modern explorers, arenaflex blends American craftsmanship with innovative design to create products that are as durable as they are stylish. Our brand is more than a name; it’s a promise of reliability, authenticity, and a commitment to the people who push boundaries in every field.

At arenaflex, we believe that a world‑class product is only possible with a world‑class team. Our culture celebrates curiosity, continuous improvement, and a deep respect for both our customers and our colleagues. As we expand our footprint in the premium retail and direct‑to‑consumer space, we are looking for passionate professionals who share our dedication to excellence, empathy, and relentless service.

Why This Role Matters

The Assistant Manager, Customer Service is a pivotal position that bridges strategic vision with day‑to‑day execution. You will lead a dynamic team of front‑line agents, shape training programs, and drive operational efficiencies that directly impact arenaflex’s brand reputation and bottom line. If you thrive in fast‑paced environments, love solving complex problems, and enjoy coaching others to reach their full potential, this role offers the perfect platform to make a lasting impact.

Key Responsibilities

• Design and Deliver Training: Create comprehensive onboarding and ongoing training curricula that keep the team current on policies, tools, best‑practice customer service techniques, and evolving operational procedures.
• Real‑Time Performance Monitoring: Oversee phone dashboards and queue metrics, providing immediate feedback, coaching, and corrective action to maintain high productivity and service quality.
• Coaching & Goal Setting: Partner with Customer Service Representatives to set clear performance targets, reinforce policies, and celebrate achievements.
• Contact Center Management: Assist in staffing, scheduling, performance management, and continuous process‑improvement initiatives to ensure the contact center runs smoothly.
• Performance Management: Conduct regular reviews covering attendance, productivity, conduct, and other key performance indicators; implement improvement plans where needed.
• Escalation Handling: Resolve complex customer issues, complaints, and escalations that exceed the authority of front‑line agents, ensuring swift and satisfactory outcomes.
• Feedback Loop Creation: Establish mechanisms to collect, analyze, and act on customer insights, turning data into actionable service enhancements.
• Cross‑Functional Collaboration: Work closely with fulfillment, returns, and product teams to identify and eliminate friction points that affect the customer journey.
• Reporting to Senior Management: Keep the Senior Manager of Customer Service informed about department performance, staffing needs, disciplinary actions, and emerging challenges.
• Quality Assurance Oversight: Ensure every customer interaction meets arenaflex’s high standards for accuracy, tone, and problem‑resolution effectiveness.
• Cultural Stewardship: Foster a supportive, inclusive environment where team members feel valued, motivated, and empowered to deliver exceptional service.
• Process Innovation: Identify opportunities to streamline workflows, increase operational effectiveness, and introduce new initiatives that elevate the department.
• Recognition & Morale Building: Implement recognition programs that celebrate individual and team successes, boosting morale and reinforcing a high‑performance culture.
• Technology Utilization: Leverage arenaflex’s ticketing and reporting platforms (formerly known as Zendesk and Salesforce) to automate processes, track metrics, and maintain consistent service standards.

Essential Qualifications

• Minimum of 2 years of leadership experience, with at least 5 years in a call‑center or fast‑growing customer‑focused environment.
• Demonstrated mastery of call‑center metrics such as Average Handle Time (AHT), First Contact Resolution (FCR), Service Level Agreement (SLA) adherence, and Net Promoter Score (NPS).
• Hands‑on experience in a retail setting, understanding the unique expectations of consumers who purchase premium, durable goods.
• Proficiency with cloud‑based phone systems and CRM platforms (e.g., arenaflex’s ticketing system).
• Strong analytical and problem‑solving abilities, with a track record of turning data into actionable improvements.
• Exceptional time‑management and multitasking skills, capable of juggling competing priorities without sacrificing quality.
• Proven ability to coach, train, and motivate diverse teams, delivering constructive feedback that drives performance.
• Adaptability to a dynamic, rapidly changing environment, thriving under pressure and embracing continuous change.

Preferred Qualifications & Additional Assets

• Experience implementing Lean, Six Sigma, or other process‑optimization methodologies within a contact‑center context.
• Background in e‑commerce or direct‑to‑consumer brand operations, providing insight into order fulfillment and return processes.
• Certification in customer‑experience management (e.g., CCXP) or related fields.
• Familiarity with workforce management tools for forecasting and scheduling.
• Demonstrated success in building high‑performing, culturally diverse teams.

Core Skills & Competencies

• Leadership Presence: Ability to inspire confidence, set clear expectations, and lead by example.
• Communication Excellence: Articulate ideas clearly, both verbally and in writing, tailoring messages to varied audiences.
• Empathy & Customer‑Centricity: Deep understanding of customer needs, translating empathy into actionable service improvements.
• Data‑Driven Decision Making: Comfortable interpreting dashboards, generating insights, and recommending strategic actions.
• Technology Savvy: Quick learner of new platforms, with a focus on leveraging automation to enhance efficiency.
• Conflict Resolution: Skilled at de‑escalating tense situations and turning dissatisfied customers into brand advocates.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operational details.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. In this role, you will have access to:

• Mentorship from senior leaders who have built iconic American brands.
• Internal training programs covering advanced leadership, analytics, and emerging customer‑experience technologies.
• Opportunities to lead cross‑functional projects that influence company‑wide strategy.
• Potential pathways to senior management positions within the Customer Experience organization or broader operational leadership.

Work Environment & Culture at arenaflex

Our offices blend historic craftsmanship with modern design, reflecting the heritage of arenaflex while fostering collaboration and creativity. We champion a culture of:

• Inclusivity: A workplace where diverse perspectives are celebrated and every voice matters.
• Innovation: Encouraging experimentation, learning from failures, and continuously iterating on processes.
• Work‑Life Balance: Flexible scheduling options, remote‑work possibilities, and generous paid time off.
• Community Impact: Participation in sustainability initiatives and community outreach programs that align with arenaflex’s values.

Compensation, Perks & Benefits

arenaflex offers a competitive salary range of $77,000 – $90,000, commensurate with experience and location. In addition to base pay, you can expect:

• Performance‑based bonuses tied to team and departmental goals.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plans with company matching.
• Employee discount on arenaflex products, allowing you to experience the brand firsthand.
• Professional development stipend for courses, certifications, or conferences.
• Wellness programs, including gym memberships and mental‑health resources.

Equal Opportunity & Accessibility

arenaflex is an equal opportunity employer. We are committed to providing a workplace free from discrimination based on race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, disability, veteran status, genetic information, political ideology, or any other characteristic protected by law. Reasonable accommodations are available for applicants with disabilities.

How to Apply

If you are ready to lead a high‑performing customer service team, drive operational excellence, and contribute to the legacy of an iconic American brand, we want to hear from you. Click the link below to submit your application and begin your journey with arenaflex.

Apply to this position

Join arenaflex – Where Craftsmanship Meets Customer Excellence

At arenaflex, every interaction is an opportunity to reinforce the trust our customers place in our products. As Assistant Manager, Customer Service, you will be at the heart of that experience, shaping how we listen, respond, and evolve. Take the next step in your career and help us continue a tradition of quality, innovation, and service that has endured for more than a century.