Experienced Customer Service Lead – Luxury Stores Customer Service

At arenaflex, we're committed 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 complex issues. If you're a seasoned customer service professional with a passion for luxury retail, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in a rapidly changing world. Our team of experts is dedicated to delivering exceptional customer experiences, and we're committed to creating a workplace culture that values diversity, inclusion, and collaboration. As a Customer Service Lead, you'll be part of a dynamic team that's passionate about making a difference in the lives of our customers.

Key Responsibilities

As a Customer Service Lead, you'll be responsible for providing exceptional customer service while ensuring the effective management of workflow and processes. Your key responsibilities will include:

• Providing 1x1 coaching to Customer Service Associates (CSAs) and Lead team members to ensure performance meets company standards
• Identifying performance improvement opportunities through contact evaluations, 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 service metrics are met
• Acting as a Subject Matter Expert (SME) for company 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, your day will be filled with a variety of exciting challenges and opportunities. Here's a glimpse into what a typical day might look like:

• 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 Customer Service Associates (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

Preferred Qualifications

To be successful in this role, you'll need to possess the following qualifications:

• 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

As a Customer Service Lead at arenaflex, you'll enjoy a comprehensive compensation package that includes:

• A competitive base salary ranging from $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market
• Equity, sign-on payments, and other forms of compensation as part of a total compensation package
• A full range of medical, financial, and/or other benefits
• Opportunities for career growth and professional development
• A dynamic and inclusive workplace culture that values diversity, inclusion, and collaboration

How to Apply

If you're a seasoned customer service professional with a passion for luxury retail, we want to hear from you. Please apply via our internal or external career site, and don't forget to follow us on social media to stay up-to-date on the latest arenaflex news and job opportunities. Apply Job!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Los Angeles County Applicants

Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Apply for this job