Customer Experience Team Lead – Remote Operations, Support Strategy & Data‑Driven Insight at arenaflex

Join the Future of Commerce with arenaflex!

arenaflex is the largest livestream shopping platform in North America and Europe, empowering millions of users to buy, sell, and discover the things they love. By blending community, entertainment, and commerce into a single, vibrant marketplace, arenaflex is redefining the e‑commerce experience. As a remote‑first, co‑located team, we are guided by our core values and operate from hubs in the United States, United Kingdom, Ireland, Poland, and Germany. Together, we are building the next generation of online marketplaces.

From fashion and beauty to electronics, rare collectibles, trading cards, comic books, and even live plants, our live auctions cater to every passion. And we’re only getting started. As one of the fastest‑growing marketplaces, arenaflex is looking for bold, forward‑thinking problem solvers across all functional areas. Stay up‑to‑date with the latest arenaflex news on our careers page, and explore our engineering insights on the blog and engineering blog. Join us as we enable anyone to turn a passion into a business and bring people together through commerce.

Role Overview

The Customer Experience team at arenaflex is tasked with delivering the best possible user journey through continuous process improvement, order management, and rapid problem‑solving. As the Team Lead, you will guide a group of dedicated agents to dig deep into every support ticket, uncover root causes, and translate insights into actionable product enhancements. You will partner with cross‑functional teams to close gaps that negatively impact the customer experience, while simultaneously driving team productivity through clear performance metrics.

Key Responsibilities

• Lead performance and results: Own the team’s productivity, quality, and overall customer experience metrics, ensuring we consistently exceed service level agreements.
• Team coaching and culture: Manage, mentor, and inspire a diverse group of support agents, fostering a high‑performance culture rooted in empathy and continuous learning.
• Subject‑matter expertise: Maintain deep functional knowledge of arenaflex’s products, processes, and ongoing projects, acting as the go‑to expert for day‑to‑day operations.
• Policy enforcement: Drive accountability for adherence to internal policies, guidelines, and compliance standards.
• Data‑driven reporting: Create and leverage new and existing reports to identify performance trends, productivity bottlene‑cks, and opportunities for improvement.
• Insight generation: Build a culture of insight generation by regularly reviewing Sigma and Zendesk metrics, turning data into product and process recommendations.
• Trend identification: Spot emerging patterns early, communicate findings to leadership, and propose proactive solutions.
• Training partnership: Collaborate with training and content teams to reinforce compliance with new launches, processes, and policies.
• Critical issue resolution: Address and resolve high‑impact issues raised by partners, internal stakeholders, or customers.
• Process innovation: Identify and champion opportunities to refine or develop new processes that enhance the user experience and overall business performance.
• Ad‑hoc projects: Contribute to special initiatives and cross‑functional projects as business needs evolve.

Team members in this role are required to be within commuting distance of our Phoenix, AZ hub.

Who You Are

At arenaflex, we thrive on low ego, a growth mindset, and a bias toward action. You are a hungry individual eager to advance your career in a fast‑paced, ever‑changing environment. You are comfortable wearing many hats, learning new skills on the fly, and contributing to the building of a great company. Your customer‑service mentality is paired with a passion for delivering the best possible outcomes.

Essential Qualifications

• 5+ years of support operations experience, with a proven track record of managing KPIs such as CSAT, FCR, and SLA compliance.
• Demonstrated leadership ability—motivating teams, setting ambitious targets, and guiding career growth for direct reports.
• Experience driving operational excellence, quality improvements, and performance‑managing multiple agents.
• Strong analytical mindset; comfortable distilling large data sets into clear, actionable insights.
• Ownership mentality—always seeking ways to improve your work, your team’s output, the product, or the overall customer experience.
• Ability to make tough decisions that balance quality with quantity, ensuring sustainable performance.
• Proficiency with Zendesk, data platforms such as Sigma, and advanced spreadsheet skills (Excel/Google Sheets). Knowledge of SQL is a plus.
• Background in startups, marketplaces, or e‑commerce environments (preferred).
• Hands‑on experience with multichannel support operations (chat, email, SMS, phone).
• Familiarity with large, diverse customer support and operations organizations (preferred).
• Flexibility to work occasional shifts, holidays, and outside of standard schedules as business needs dictate.

Preferred Skills & Competencies

• Strategic thinking: Ability to see the big picture while executing on detailed tactical plans.
• Communication excellence: Clear, concise, and persuasive communication with both internal stakeholders and external customers.
• Collaboration: Proven success partnering with product, engineering, training, and analytics teams to drive cross‑functional initiatives.
• Adaptability: Thrive in a rapidly evolving environment, quickly adjusting priorities and processes.
• Empathy: Deep understanding of customer pain points and the ability to translate those into meaningful improvements.
• Project management: Strong organizational skills, capable of juggling multiple initiatives simultaneously.

Why arenaflex?

Compensation & Benefits

• Competitive salary: Market‑aligned base pay with performance‑based bonuses.
• Flexible Time‑Off (FTO) policy: Generous vacation allowance plus paid holidays, including a spring and winter break.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; monthly wellness stipend; annual childcare allowance; and a lifetime benefit for family‑planning expenses.
• Remote‑Work Support: Home‑office setup allowance, monthly cell‑phone and internet stipend, and flexible remote‑work options.
• Retirement plans: 401(k) with employer match up to 4% of base salary (U.S.) and pension plans for international employees.
• Parental leave: 16 weeks of paid leave plus a month of gradual return‑to‑work support.
• Professional development: Access to learning platforms, conference budgets, and internal mentorship programs.
• Dog‑food budget: Monthly allowance to use arenaflex as both a buyer and a seller, encouraging deep product immersion.

Culture & Work Environment

arenaflex is built on a foundation of inclusion, curiosity, and relentless improvement. Our remote‑first philosophy means you can work from anywhere, while our Phoenix hub offers a collaborative space for in‑person brainstorming and team building. We celebrate diversity and encourage every arenaflex team member to bring their authentic self to work. Our values drive everything we do, from product decisions to how we support each other.

• Innovation at scale: Work on a platform that serves millions of users across continents.
• Impactful ownership: Every ticket you handle contributes to product enhancements that affect the entire community.
• Learning culture: Regular workshops, knowledge‑sharing sessions, and a mentorship network to accelerate your growth.
• Community spirit: arenaflex team members (formerly “Whatnauts”) are encouraged to engage with the product as both buyers and sellers, fostering empathy and insight.

Career Growth Opportunities

As a Customer Experience Team Lead, you will be positioned to advance into senior leadership roles such as Director of Customer Operations, Head of Support Strategy, or even Product Management pathways. arenaflex invests heavily in internal mobility, offering clear promotion tracks, leadership development programs, and cross‑departmental exposure. Whether you aim to deepen your expertise in data‑driven support analytics or broaden your influence across the organization, arenaflex provides the runway.

Ready to Make a Difference?

If you are excited about shaping the future of live commerce, love turning data into action, and thrive in a collaborative, high‑energy environment, we want to hear from you. Apply today and become a pivotal part of arenaflex’s mission to connect people through shared passions.

Equal Opportunity Employer

arenaflex is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is stronger and our culture richer when we encourage, support, and respect the varied skills and experiences represented within our workforce.