Head of Customer Service & Experience – Amazon Expertise and DTC Leadership
At arenaflex, we're on a mission to revolutionize the customer service experience, and we're looking for a dynamic leader to join our team as the Head of Customer Service & Experience. This is a unique opportunity to lead and enhance our customer service operations, leveraging your expertise in Amazon customer service operations, tools, and metrics. If you have a strong background in DTC customer service, international leadership experience, and a passion for driving customer satisfaction, retention, and operational excellence, we want to hear from you!
About arenaflex
arenaflex is a leading company in the industry, dedicated to delivering exceptional customer experiences across multiple platforms. With a strong focus on innovation and customer-centricity, we're constantly pushing the boundaries of what's possible in customer service. Our team is passionate, driven, and committed to excellence, and we're looking for like-minded individuals to join our journey.
The Ideal Candidate
We're seeking a seasoned leader with a strong background in Amazon customer service operations, tools, and metrics. If you have experience managing a direct-to-consumer customer service department, leading domestic or international customer service teams, and driving customer satisfaction, retention, and operational excellence, we want to hear from you! Here are the essential qualifications we're looking for:
- 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.
Key Responsibilities
As the Head of Customer Service & Experience, you'll be responsible for leading and enhancing our customer service operations, leveraging your expertise in Amazon customer service operations, tools, and metrics. Here are some of the key responsibilities you'll be expected to perform:
- 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.
Qualifications
To be successful in this role, you'll need to possess the following 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
To be considered for this role, you'll need to have:
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
As a member of our team, you'll enjoy a range of benefits, including:
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 motivated and experienced leader with a passion for customer service, 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. We can't wait to hear from you!
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