Experienced Customer Service Lead – Luxury Stores Customer Service

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Service Lead in our Luxury Stores team, you'll play a critical role in ensuring that our customers receive world-class service while navigating the complexities of our high-touch service environment. If you're passionate about customer service, leadership, and process management, we want to hear from you.

About arenaflex

arenaflex is a leading e-commerce company that's revolutionizing the way people shop and interact with our brand. We're committed to innovation, customer obsession, and operational excellence, and we're looking for talented individuals who share our passion for delivering exceptional customer experiences. Our inclusive culture empowers our employees to take ownership of their work, collaborate with their colleagues, and drive results that benefit our customers and our business.

Key Responsibilities

As a Customer Service Lead in our Luxury Stores team, you'll be responsible for:

• Providing one-on-one coaching to Customer Service Associates (CSAs) and Lead team members to ensure that their performance meets arenaflex's high standards.
• Identifying performance improvement opportunities through contact evaluations and providing feedback to managers and Quality Assurance (QA).
• Serving as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly.
• Escalating and documenting progress and operational roadblocks to management.
• Monitoring real-time adherence reporting to ensure that service metrics are met.
• Acting as a Subject Matter Expert (SME) for arenaflex's policies and processes.
• Delivering quick results with minimal supervision in a dynamic and often ambiguous work environment.

A Day in the Life

As a Customer Service Lead, you'll be responsible for managing the daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery. You'll also be responsible for:

• Managing the CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites.
• Monitoring and guiding daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery.
• Facilitating high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA.
• Maintaining and following up on manual, mishandled, or exception orders to ensure customer satisfaction.
• Managing CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues.
• Assisting with new hire training programs and onboarding of new CSAs, ensuring a smooth transition into the team.
• Distributing and managing special project workflows, collaborating with CSAs.
• Adopting CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff.
• Collaborating with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues.
• Sustaining SLA adherence by managing high-volume workloads and assisting with peak demand periods.

Basic Qualifications

To be successful in this role, you'll need:

• Flexibility with a full-time schedule, including shifts on weekends and evenings.
• Strong critical thinking, problem-solving, and communication skills, with the ability to make decisions in a fast-paced, high-volume environment.
• Ability to work with minimal supervision while managing multiple tasks and resolving complex issues.
• Exceptional organizational skills, with the ability to prioritize tasks and manage time effectively.
• Demonstrated initiative in identifying areas of improvement and providing solutions.
• High school diploma or equivalent.

Preferred Qualifications

If you have:

• 2+ years of experience in Customer Service or a related field, ideally in a high-touch service or luxury retail environment.
• Demonstrated success in coaching, mentoring, and/or leading a small team in a customer service environment.
• Mastery of essential customer service functions.
• Collaborative approach to problem-solving, with a focus on sharing and enhancing team knowledge.
• Excellent attention to detail and ability to work in a team-oriented environment.

What We Offer

At arenaflex, we're committed to providing a comprehensive compensation package that reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

How to Apply

If you're passionate about customer service, leadership, and process management, and you're looking for a challenging and rewarding career opportunity, we want to hear from you. Please apply via our internal or external career site. We're an equal opportunity employer and welcome applications from diverse candidates. Apply for this job