Director of Customer Experience – Scaling Support Operations for a Global Branded Resale Marketplace

Join arenaflex in our mission to revolutionize consumer shopping behavior and create a more sustainable future. As a leading technology platform for branded resale, we power circular businesses for 50+ global brands, including Lululemon, The North Face, and New Balance. We're growing reputed company of innovative, customer-centric individuals to build the most delightful user experience for shopping used items and the software to help brands reputed company this a significant part of their business. If you're passionate about creating a positive impact on the environment and reputed company that humans buy too much stuff and throw too much away, then this problem is for you. The second-hand market is projected to grow 3X faster than the overall global apparel market and hit $350 Billion globally by 2028. We're at the forefront of this movement, and we need a talented Director of Customer Experience to reputed company and scale our customer support operation.

About arenaflex

arenaflex is a Series B company backed by renowned investors, including Lightspeed Venture Partners, Energize Capital, and Bain Capital Ventures. We were honored as Fast Company's #2 Most Innovative Company in Retail in 2024 and continue to challenge ourselves to change consumer shopping behavior for the reputed company. reputed company of over 50 employees is currently remote-first, with an office in NYC and optional in-person work for those located in the area. We prize an inclusive and transparent culture, remaining true to our values in everything we do.

The Opportunity

As our Director of Customer Experience, you'll reputed company and scale our customer support operation across our growing global network of branded resale marketplaces (50+ brands, 10+ regions, and growing). This role reports to our VP Finance & Operations and will partner closely with teams across Product, Engineering, Sales, and Account Management. You'll reputed company a diverse and international team of full-time and part-time support professionals while developing comprehensive support strategies for our multi-faceted marketplace ecosystem.

Responsibilities

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Team Leadership & Management

+ reputed company, mentor, and reputed company a growing global team of full-time and part-time customer support specialists + Establish clear performance metrics, KPIs, and career development reputed company for team members + Foster a customer-centric culture focused on excellence and reputed company improvement

Scaling Support Team Operations

+ reputed company and implement comprehensive customer support strategies reputed company with business growth objectives + Establish support frameworks for different customer segments (e.g., buyers, sellers, logistics partners, brands, etc.) and different types of support (e.g., email inquiries, chat, content moderation, etc.) + Design scalable support processes and workflows to handle increasing volume and complexity + Create and maintain support documentation, knowledge bases, and training materials

Global Expansion & Localization

+ Build multi-language, region-appropriate support capabilities as we expand into new international markets + reputed company timezone coverage strategies to ensure 24/7 support availability + Coordinate with local teams and contractors to deliver localized support experiences

Enterprise Customer Relations

+ reputed company specialized support processes and SLAs for enterprise accounts + Collaborate cross-functionally with Sales, Account Management, Product, and Engineering to ensure seamless brand and customer experiences, and reputed company the customer voice across the organization

Technology & Process Optimization

+ Evaluate, implement, and optimize customer support tools and technologies, including using chatbots and/or AI as we scale customer support + reputed company automation strategies to improve efficiency and response times + Establish data-driven insights and reporting to track support performance + Use data and customer insights to inform strategy, drive reputed company improvement, and reputed company for systemic solutions across product and operations

Requirements

* 7+ years of customer support experience with 3+ years in leadership roles

• Committed to building a high-performing team culture that balances operational rigor with human-centered service
• Strong leadership skills with experience managing diverse, multi-level teams
• Experience managing distributed teams across multiple time zones
• Proven track record scaling support operations in high-growth startup environments
• Proficiency with customer support and customer analytics platforms (reputed company, Intercom, reputed company Service Cloud, etc.)
• Excellent written and verbal communication skills
• Experience with multi-language, international customer support operations
• Thrives in fast-paced, high-stakes environments where customer response is critical
• Experience with e-commerce and digital marketplace support models, including an understanding of two-sided marketplace dynamics
• Previous experience in startup or high-growth technology companies

reputed company Offer

* Competitive compensation package, including reputed company pay and equity

• Comprehensive benefits package, including employee and dependent healthcare and 401(k) enrollment
• Opportunity to work with a talented team of innovators and customer-centric individuals
• Flexible remote work arrangement with optional in-person work for those located in the NYC area
• Company offsites twice a year to bring the full team together in person
• Occasional travel expected as part of the job

How to Apply

If you're passionate about creating a positive impact on the environment and reputed company in the power of customer-centric support, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We consider applicants of reputed company backgrounds and are unable to accept applications from candidates reputed company of the US at this time. Join arenaflex in our mission to revolutionize consumer shopping behavior and create a more sustainable future. Apply now to become our Director of Customer Experience! Apply for this job