Experienced Customer Service Coordinator – Elevating Customer Experience Across Digital Channels at arenaflex
At arenaflex, we're dedicated to crafting clean, sustainable, and story-driven scent products that elevate everyday moments and deliver exceptional experiences across every customer touchpoint. As a modern fragrance house based in Nashville, TN, we're passionate about designing elevated everyday moments and serving our customers with exceptional care. We're now seeking an experienced and solution-oriented Customer Service Coordinator to join our team and own the customer experience across all digital channels.
About arenaflex
arenaflex is a dynamic and innovative company that's redefining the fragrance industry with its commitment to sustainability, storytelling, and exceptional customer service. Our team is comprised of passionate individuals who share a common goal: to create a world where every moment is elevated by the power of scent. We're not just a company – we're a community that's dedicated to making a positive impact on the world, one fragrance at a time.
Position Overview
We're looking for a highly skilled and solution-oriented Customer Service Coordinator to join our team and elevate the customer experience across all digital channels. As the frontline voice of arenaflex, you'll be responsible for managing all customer communication across ecommerce channels, including email, live chat, Gorgias, and chatbot platforms. You'll also respond to customer inquiries via social media channels, provide support to owned retail locations, and collaborate cross-functionally with fulfillment, product, marketing, and retail teams to resolve customer concerns and track common issues.
Responsibilities
As a Customer Service Coordinator at arenaflex, you'll be responsible for:
- Managing all customer communication across ecommerce channels, including email, live chat, Gorgias, and chatbot platforms
- Responding to customer inquiries via social media channels (Instagram, Facebook, TikTok DMs and comments)
- Providing support to owned retail locations for customer service needs and acting as liaison for resolving escalated issues
- Monitoring, managing, and improving response times and customer satisfaction across all CX channels
- Collaborating cross-functionally with fulfillment, product, marketing, and retail teams to resolve customer concerns and track common issues
- Assisting with responding to wholesale inquiries via email or DM as a backup to the wholesale team
- Analyzing support trends and proposing solutions to reduce ticket volume and improve the customer journey
- Recommending and implementing improvements to tools, automation, macros, and processes to create a seamless and efficient support experience
- Maintaining a deep understanding of our products, policies, and brand voice to ensure consistent and helpful responses
- Tracking and reporting on KPIs related to customer service, identifying opportunities to enhance the overall brand experience
Qualifications
To be successful in this role, you'll need:
- 2+ years of experience in a customer service or customer experience role, preferably in ecommerce or retail
- Proficiency in Gorgias, Shopify, and major social media platforms
- Experience working with chatbots or automated customer service tools a plus
- Strong written communication skills with a customer-first, brand-aligned tone
- Comfortable taking ownership of the customer service strategy and proactively solving issues
- Highly organized, detail-oriented, and able to multitask in a fast-paced environment
- Ability to collaborate and communicate effectively across teams
Nice to Have
While not required, experience in the following areas would be a plus:
- Experience in lifestyle, fragrance, or CPG brand
- Familiarity with ecommerce operations or retail support systems
- Understanding of post-purchase logistics like returns, exchanges, or delivery troubleshooting
What We Offer
As a Customer Service Coordinator at arenaflex, you'll enjoy:
- Competitive hourly rate of $28 per hour
- Opportunity to work with a dynamic and innovative company that's redefining the fragrance industry
- Collaborative and supportive team environment
- Professional development and growth opportunities
- Comprehensive benefits package, including health, dental, and vision insurance
- Generous paid time off and holidays
- Access to exclusive arenaflex products and events
How to Apply
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!
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Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and supportive of all employees. Apply for this job