Experienced Full Stack Customer Operations Leader – Customer Happiness & Retention

At arenaflex, we're revolutionizing the way people move across borders by building financial products that accelerate their economic freedom. With a strong focus on customer satisfaction and retention, we're scaling our operations to meet the needs of our growing customer base. We're now seeking an experienced Full Stack Customer Operations Leader to join our team and drive the success of our Customer Happiness and Retention functions.

About arenaflex

arenaflex is a dynamic and innovative company that's pushing the boundaries of financial services. We're passionate about creating products that make a real difference in people's lives, and we're committed to delivering exceptional customer experiences. Our culture is built on collaboration, creativity, and a willingness to take risks. We're proud of the progress we've made so far, and we're excited to see what the future holds.

How we work

At arenaflex, we believe that everyone has a voice and the opportunity to make an impact. We encourage our team members to take ownership of their work, share their ideas, and collaborate with others to solve problems. We take a customer-centric approach to everything we do, and we're committed to delivering exceptional results. Our teams are agile, adaptable, and always open to learning and growth.

Why this Role matters

This is a critical role that will lead arenaflex's Customer Happiness and Retention functions through a period of transformation. As a Full Stack Customer Operations Leader, you'll be responsible for driving performance today while shaping a future-ready, AI-enabled operating model. You'll work closely with our Product and Ops Transformation teams to embed AI-led workflows, re-skill teams, and reshape frontline roles. This role is essential in evolving how we deliver exceptional customer outcomes and commercial impact across service, renewal, and cross-/upsell conversations.

The Customer Operations Team

This role will lead two core frontline teams within Customer Operations:

• Customer Happiness (CH): Focused on delivering outstanding service at every interaction, resolving customer queries efficiently, and creating upsell opportunities in service-led contacts.
• Retention: Specializes in renewal and cancellation conversations, with a focus on reducing churn, increasing lifetime value, and driving renewal performance.

Together, these teams represent the human face of arenaflex's brand and will be pivotal in adapting to a future-state model where AI handles the simple and humans elevate the complex.

What You'll Be Doing

As a Full Stack Customer Operations Leader, you'll be responsible for:

• Leading CH and Retention through consistent delivery, capability uplift, and performance management
• Owning renewal, CSAT, productivity, and upsell/cross-sell metrics
• Being accountable for how CH and Retention adopt Marsha (Agentic AI), working with Product and Ops Transformation to embed AI-led workflows, re-skill teams, and reshape frontline roles
• Working closely with QA, WFM, and Training to uplift consistency and team performance
• Working closely with Enablement functions to ensure performance data, training, QA, and coaching processes actively support retention, CX, and commercial outcomes
• Owning the structural evolution of CH and Retention, delivering a recommendation for future-state design, including team structure, role archetypes, and capability requirements by early 2026
• Actively shaping future career paths, coaching capability, and agent readiness
• Championing the evolution of our frontline role archetypes and supporting the design of coaching and QA practices fit for an AI-enabled environment
• Playing a visible leadership role in the Customer Care and broader Customer Care SLT

Who We're Looking For

We're seeking an experienced Full Stack Customer Operations Leader who has:

• Experience leading high-volume, customer-facing operations through complex change
• Strong commercial and customer impact ownership: you've led improvements in retention, CX, and upsell
• A track record of preparing teams for structural or tech-driven transformation (e.g., automation, AI)
• Ability to lead mid-level managers and influence cross-functional peers
• A calm, pragmatic presence with a collaborative, low-ego leadership style
• Experience in B2C environments, ideally in customer service, retention, or subscription-based models
• Excitement about the challenge of building operational maturity in a fast-scaling team with evolving systems, data, and structure

Perks of the Job

As a Full Stack Customer Operations Leader at arenaflex, you'll enjoy:

• Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is up to you!
• Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year – on us! – to further your skillset
• Mental wellbeing support – Access therapy and mental health sessions through Oliva
• Competitive bonus scheme – designed to reward and recognize high performance
• SZÉP card – Budget to spend on meals, leisure, and accommodation
• Sabbatical Leave – Get a 4-week fully paid sabbatical after being with us for 4 years
• Work From Anywhere – 4 weeks work from anywhere to use, with no need to come to the office
• Medicover Blue package – An exclusive pass to top-notch healthcare services
• All You Can Move membership OR Monthly BKK pass – Unleashing your inner fitness guru or having a hassle-free commute – we've got you covered!
• Plus a monthly team social budget, bi-weekly office lunches, and office tea, coffee, and snacks!

Our Process

We've streamlined our process into three stages: 1. Initial Call – 30 minutes with Sam from our Talent team 2. Cultural Fit Interview – 1 hour with our Customer Operations leadership team 3. Skills-Based Interview – 1 hour with our Director of Customer Care (Operations) Due to the volume of applications, we may not be able to provide individual feedback for every applicant.

Everyone belongs at arenaflex

At arenaflex, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgment, prejudice, or bias. We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age, or background does not affect how we process job applications. We're working hard to build an inclusive culture that empowers our people to do their best work, have fun, and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at arenaflex. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more, please view it here. Apply for this job