International Weekend Customer Experience Team Lead – Driving Operational Excellence & Insight‑Driven Support at arenaflex

Join the Future of Commerce with arenaflex!

arenaflex is the largest livestream shopping platform across North America and Europe, empowering millions of users to buy, sell, and discover the products they love. By blending community, entertainment, and commerce into a single, vibrant marketplace, we are redefining the way people shop online. Our remote‑first, co‑located teams are united by a shared set of core values and a relentless passion for innovation. With hubs in the United States, United Kingdom, Ireland, Poland, and Germany, arenaflex is building the next generation of online marketplaces—together.

From fashion and beauty to cutting‑edge electronics, rare collectibles such as trading cards, comic books, and even live plants, our live auctions cater to a diverse audience of hobbyists, collectors, and everyday shoppers. The platform is growing at a breakneck pace, and we are recognized as one of the fastest‑growing marketplaces in the industry. This momentum creates a unique opportunity for bold, forward‑thinking problem solvers to shape the future of e‑commerce.

Explore the latest arenaflex updates on our news and engineering blogs, and join us as we enable anyone to turn a passion into a thriving business while bringing people together through commerce.

Role Overview

The Customer Experience team at arenaflex is the heartbeat of our user‑centric strategy. We are responsible for delivering a seamless, high‑quality experience through continuous process improvement, proactive order management, and rapid problem‑solving. As the Team Lead, you will guide a dedicated group of agents who dig deep into every support ticket, uncovering root causes and delivering actionable insights that drive product and experience enhancements. Your leadership will directly influence arenaflex’s ability to make incremental improvements—aiming for a 1 % better experience every day.

Key Responsibilities

• Lead team performance by setting clear productivity, quality, and customer experience targets, and consistently exceed those benchmarks.

• Coach, mentor, and inspire a diverse team of support agents, fostering a culture of accountability, continuous learning, and high morale.

• Maintain deep functional knowledge of arenaflex’s products, processes, and ongoing projects, acting as the subject‑matter expert for day‑to‑day operations.

• Handle escalations with poise, ensuring swift resolution while communicating transparently with internal stakeholders and customers.

• Enforce adherence to policies and guidelines, driving consistent compliance across the team.

• Develop and leverage reporting tools (Zendesk, Sigma, custom dashboards) to identify performance gaps and implement data‑driven improvements.

• Champion a culture of insight generation by regularly reviewing support metrics, surfacing trends, and translating data into product and process recommendations.

• Partner with training and content teams to embed new product launches, process updates, and policy changes into the agents’ workflow.

• Collaborate with cross‑functional partners—including product, engineering, and operations—to resolve critical issues that impact customers and the broader business.

• Identify opportunities for new or refined processes that enhance the overall user journey, drawing on direct customer feedback and operational data.

• Lead ad‑hoc projects that support arenaflex’s strategic objectives, ranging from pilot programs to large‑scale operational initiatives.

All team members in this role must reside within commuting distance of our Dublin, Ireland hub, enabling regular in‑person collaboration and participation in weekend shifts.

Who You Are

At arenaflex, we thrive on low ego, a growth mindset, and a bias toward action. The ideal candidate is a hungry, adaptable professional who flourishes in a fast‑paced, constantly evolving environment. You are comfortable wearing many hats, learning new skills on the fly, and contributing to the building of a world‑class company. Your customer‑service orientation is matched by a relentless drive to achieve the best possible outcomes for both users and the business.

In addition to a minimum of five years’ experience in support operations—where you have managed key performance indicators such as CSAT—you bring the following attributes:

• Proven leadership experience with a natural ability to motivate teams, set ambitious targets, and nurture career growth.

• Track record of driving operational excellence, implementing quality improvements, and managing performance across multiple agents.

• Analytical, data‑driven mindset; adept at distilling large data sets into clear, actionable insights that influence product and process decisions.

• Ownership mentality—always seeking opportunities to improve your work, your team’s output, and the overall customer experience.

• Comfort making tough decisions that balance quality with quantity, ensuring the right trade‑offs for sustainable growth.

• Hands‑on experience with Zendesk, Sigma (or similar data platforms), and advanced proficiency in Excel/Google Sheets.

• Background in startups, marketplaces, or e‑commerce environments is highly desirable.

• Experience managing multichannel support operations (chat, email, SMS) and familiarity with large, diverse support organizations.

• Flexibility to work weekend shifts, aligning with the global nature of arenaflex’s live‑shopping events.

• Fluent English; additional European language skills are a strong advantage.

Benefits & Perks

• Flexible Time‑Off Policy – generous vacation allowance plus company‑wide holidays, including dedicated spring and winter breaks.

• Comprehensive Health Coverage – medical, dental, and vision insurance options tailored to your needs.

• Remote‑Work Support

  • Home‑office setup allowance to create an ergonomic workspace.

  • Monthly stipend for cell‑phone and internet expenses.

• Wellness & Family Benefits

  • Monthly wellness allowance for fitness, mental‑health, or personal development.

  • Annual childcare subsidy to support working parents.

  • Lifetime family‑planning benefit covering adoption, fertility treatments, and related expenses.

• Pension Plans – competitive retirement savings options available internationally.

• Dogfooding Budget – monthly allowance to use arenaflex as both a buyer and a seller, ensuring every employee experiences the product firsthand.

• Parental Leave

  • 16 weeks of fully paid parental leave, plus a one‑month gradual return‑to‑work program. Company leave runs concurrently with local statutory requirements.

Career Growth & Learning

arenaflex invests heavily in the professional development of its people. As a Customer Experience Team Lead, you will have access to:

• Mentorship from senior leaders across product, engineering, and operations.

• Internal training programs focused on data analytics, people management, and advanced support technologies.

• Opportunities to participate in cross‑functional projects that shape the strategic direction of the business.

• Regular attendance at industry conferences, webinars, and workshops to stay ahead of emerging trends in e‑commerce and customer support.

Work Environment & Culture at arenaflex

Our culture is built on collaboration, curiosity, and a shared commitment to delivering delight at every touchpoint. We celebrate diversity, encourage open communication, and empower every team member to voice ideas that can transform the marketplace. Whether you are working from home or gathering at our Dublin hub, you will find a supportive environment that values work‑life balance, continuous learning, and the joy of building something truly innovative.

Compensation

arenaflex offers a competitive salary package aligned with market standards for senior support leadership roles. In addition to base pay, you will be eligible for performance‑based bonuses, equity participation, and a comprehensive benefits suite designed to support your health, wellbeing, and future financial security.

How to Apply

If you are ready to lead a high‑performing customer experience team, drive data‑informed improvements, and shape the future of live‑shopping commerce, we want to hear from you. Submit your application today and become part of the arenaflex journey.

Apply to this Job

Equal Opportunity Employer

arenaflex is proud to be an Equal Opportunity Employer. We celebrate 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 characteristic protected by law. We believe that a varied workforce fuels creativity, drives innovation, and creates a richer, more inclusive culture for everyone.

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