Head of Customer Experience and Operations – Sports Wearables Technology

At arenaflex, we're revolutionizing the sports technology industry by empowering athletes with innovative training solutions that combine advanced technology with sports science. Our mission is to bring people closer to the sports they love by providing a simple and elevated experience to users. As a key member of our team, you'll play a vital role in shaping our customer service strategy and delivering exceptional experiences to our global user base.

About arenaflex

arenaflex is a global sports wearables technology company dedicated to building the best training solutions for athletes at every level. Our cutting-edge products and services are designed to help users reach their athletic goals, and our commitment to customer satisfaction is unwavering. We're passionate about creating a culture of excellence, where every interaction with our brand is a positive and memorable experience.

Job Summary

We're seeking an experienced and driven Head of Customer Experience and Operations to lead our global customer support team. As a key member of our leadership team, you'll be responsible for creating and implementing strategies that establish arenaflex as a leader in customer service. This is an exciting opportunity to join a dynamic and innovative company that's changing the face of sports technology.

Key Responsibilities

As the Head of Customer Experience and Operations, you'll be responsible for:

• Leading a team of 25+ customer support agents: Coach and motivate your team to deliver exceptional customer experiences, and provide guidance on best practices and process improvements.
• Establishing key data points and reporting: Develop and implement a comprehensive international growth strategy, using data to inform decision-making and drive business outcomes.
• Technical product expertise: Develop a deep understanding of our devices and technology, enabling you to identify product issues and implement effective resolution strategies.
• Prioritizing problems and driving business outcomes: Analyze customer feedback and data to identify areas for improvement, and develop action plans to drive business outcomes.
• Communicating cross-departmentally: Collaborate with cross-functional teams to ensure a unified understanding of support goals and objectives.
• Providing oversight and support for strategic business decisions: Ensure scalable customer support operations, and provide data-driven insights to inform business decisions.
• Establishing key metrics and customer feedback analysis: Collect, analyze, and act on customer feedback to drive continuous improvement of customer support processes.
• Developing and implementing process improvements: Identify areas for process improvement, and develop and implement changes to drive efficiency and effectiveness.

What You'll Bring

To succeed in this role, you'll need:

• Strong leadership skills: Proven ability to motivate and manage a team, with a user-focused mindset and a passion for delivering exceptional customer service.
• 5+ years in global customer support: Experience in managing customer support teams, with a deep understanding of customer support tools, data, and reporting.
• Self-starting individual: Ability to effectively prioritize and communicate high-level goals, while also understanding the intricacies of each step in the processes put in place.
• Excellent analytical and problem-solving skills: Ability to analyze customer feedback data to identify trends and make recommendations for improvement.
• Exceptional communication and collaboration skills: Ability to work effectively with cross-functional teams across business functions like operations, product, and marketing.
• Previous experience in consumer technology: Preferred, but not required.

What We Offer

As a member of the arenaflex team, you'll enjoy:

• Competitive salary and benefits package: Including health plan, vision and dental, 401(k), PTO, and sick leave.
• Opportunities for career growth and development: We're committed to helping you grow and develop your skills, with opportunities for advancement and professional growth.
• Collaborative and dynamic work environment: Join a team of passionate and dedicated professionals who are changing the face of sports technology.
• Flexible work arrangements: Enjoy a hybrid work schedule, with options for remote work and flexible hours.

Location

We're based in Denver, CO, Boulder, CO, or Irvine, CA, and offer flexible work arrangements to accommodate your needs.

How to Apply

If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [arenaflex careers page]. Apply for this job