Head of Customer Service & Experience – Amazon Expertise & DTC Leadership
At arenaflex, we're on a mission to revolutionize the customer experience, and we're seeking a dynamic leader to join our team as the Head of Customer Service & Experience. As a seasoned expert in Amazon customer service operations, you'll have the opportunity to drive customer satisfaction, retention, and operational excellence while working with a talented team of professionals.
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 about making a difference, and we're looking for like-minded individuals to join our journey.
Job Overview
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. This is a leadership role that requires strong people management skills, the ability to drive customer satisfaction, retention, and operational excellence. You'll work closely with our brand managers to integrate customer insights into business strategies and provide regular performance reports to leadership.
Key Responsibilities
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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.
The Ideal Candidate
We're looking for a seasoned leader with a strong background in Amazon customer service operations, tools, and metrics. If you have:
- 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.
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
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Amazon customer service management experience
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Leadership experience in a DTC environment
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Proven success in managing remote teams
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Ability to travel to the Dominican Republic multiple times per quarter
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Benefits
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Competitive salary based on experience
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Comprehensive health and wellness benefits
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Professional growth and development opportunities
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Work-life balance with remote hybrid flexibility
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How to Apply
If you're a motivated and experienced leader looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume to [[email protected]](mailto:[email protected]) or apply online through our website. Apply Now! Apply Job! Apply for this job