Experienced Customer Experience Lead – Driving Exceptional User Adoption and Satisfaction at arenaflex
At arenaflex, we're revolutionizing the way businesses protect themselves and their customers from counterfeit goods. Our patented technology system, powered by AI and computer vision, instantly identifies and authenticates high-value physical goods, serving leading luxury brands, retailers, e-commerce marketplaces, and online resellers in over 60 countries. As we continue to grow and expand our global presence, we're seeking a seasoned Customer Experience Lead to join our team and drive exceptional user adoption and satisfaction.
About arenaflex
arenaflex is a global technology company on a mission to protect businesses, borders, and consumers from transacting in counterfeit goods. Our innovative solutions have been developed to provide a secure and trustworthy experience for our customers, and we're committed to continuous improvement and innovation. With team members based in the US, India, Japan, and Brazil, we're a dynamic and diverse organization that values collaboration, creativity, and a growth mindset.
About the Role
As a Customer Experience Lead at arenaflex, you will be responsible for building and nurturing collaborative relationships with our customers to drive strong user adoption, customer satisfaction, and product usage. Your sphere of influence will include establishing customer support policies and processes, developing the customer experience team in the US and Japan, implementing customer success programs, tracking and managing customer experience metrics, optimizing and scaling customer onboarding, and minimizing churn. You'll be asked for your insights on client-to-business interactions, how you think we can improve the customer experience through product support, and how best to handle customer complaints and requests.
Key Responsibilities
* Ensure an exceptional experience for all customers by implementing customer support policies, processes, and best practices.
- Manage the entire post-sales customer lifecycle, from onboarding, training, adoption, support, renewal, expansion, and relationship building.
- Handle and resolve complex customer inquiries, providing high satisfaction and problem resolution.
- Use your growth mindset to scale the Customer Experience team with service evolution, documentation, and process improvement.
- Mentor and support CX specialists through customer issues and projects and foster an environment of continuous improvement.
- Lead projects to optimize customer support processes and implement innovative solutions that improve the overall customer experience.
- Monitor account health metrics to identify improvement opportunities, churn risks, and potential abuse/misuse by customers, and work proactively to deliver a superb customer experience while ensuring trust and safety on our platform.
- Track, manage, and drive the resolution of escalations with customers and develop internal processes for resolution.
- Act as a voice of the Customer by providing and synthesizing feedback for our Product team and the management.
- Build a strong Customer Experience team in the US and Japan to achieve SLAs for our global customer base.
What You Bring
* At least 5 years of experience in customer experience or customer support, with a proven track record of demonstrating exceptional customer support and problem-solving skills.
- Strategic, analytical, process-driven, and have a strong growth mindset and data proficiency.
- Demonstrated leadership and proven track record of managing and developing a team for scalability.
- Detail-oriented with strong organizational skills.
- Exceptional oral and written communication skills both internally and externally.
- Ability to handle multiple priorities in a fast-paced startup environment.
- Tech-savvy and the ability to adapt quickly in a dynamic environment with a good understanding of technology and SaaS platforms such as HubSpot, Linear, FreshChat, and more.
- Customer support experience in technology/SaaS product is a plus.
What We Offer
* Market-competitive and pay equity-focused compensation structure
- Generous time away, including company holidays, paid time off, sick time, parental leave, and more!
- Rich medical benefits and insurance coverage
- 3.5% 401k match
- Dedicated mental health support for employees and eligible dependents
Salary Range
The starting salary for this role is between $90,000 - $110,000, depending on skills and experience. We have competitive pay bands for all other countries based on market standards. Individual compensation decisions are based on several factors, including experience level, skill set, and balancing internal equity relative to peers at the company.
Why Join arenaflex?
At arenaflex, we're committed to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. We're dedicated to creating a workplace that is diverse, equitable, and inclusive, and we're excited to have you join our team!
How to Apply
If you're a seasoned customer experience professional with a passion for driving exceptional user adoption and satisfaction, we'd love to hear from you! Please submit your application through the link below. Apply To This Job Apply for this job Apply for this job