Customer Service Lead – Premium Apparel Support (Sunday–Thursday Shift)

Step Into the Future of Fashion Retail with arenaflex

arenaflex is a next-generation fashion retailer built for the digitally native, style-savvy Millennial and Generation Z consumer. Recognized as a trusted, premium lifestyle brand, arenaflex has become the definitive online destination for discovery, inspiration, and curated self-expression. Our platform showcases a meticulously selected assortment of more than 45,000 apparel, footwear, accessories, and beauty styles, bringing together a vibrant community of millions of engaged shoppers, thousands of global fashion influencers, and over 500 emerging, established, and owned brands. Backed by more than 16 years of strategic investment in cutting-edge technology, advanced data analytics, and innovative marketing and merchandising strategies, arenaflex has redefined what it means to shop fashion in the 21st century. To explore more about our world, visit our careers portal and follow our social channels to see what life at arenaflex truly looks like.

At arenaflex, the most successful team members share an insatiable curiosity, a bold creative spirit, and the determination to elevate arenaflex into the top e-commerce brand on the planet. With a thriving team of more than 1,000 talented professionals based in our dynamic corporate hub in Cerritos, California, arenaflex is a community of ambitious, bright, and flexible individuals who flourish in a fast-paced, ever-evolving environment. We are committed to hiring diverse, high-energy, and innovative professionals who are ready to make an impact, and in return, we promise to cultivate a workplace where inspired people will always thrive. If you are ready to set the gold standard for premium apparel customer service, we invite you to join us.

Position Overview: Customer Service Lead – Premium Apparel Support

arenaflex is seeking a dedicated and experienced Customer Service Lead – Premium Apparel Support (Sunday–Thursday Shift) to join our award-winning customer experience team. This is a full-time, on-site leadership opportunity for an individual who is passionate about coaching others, resolving complex customer concerns, and representing a brand synonymous with style, quality, and innovation. The Customer Service Lead will work closely with the Customer Service Manager to train, mentor, and develop a team of customer service representatives, ensuring that every interaction reflects the professionalism, warmth, and excellence that arenaflex is known for. In this role, you will handle escalated inbound calls, chats, and emails, guiding both your team and our customers toward outcomes that build lasting loyalty.

Work Schedule: This position follows a consistent Sunday through Thursday schedule, with the following shift times:

• Sunday: 7:00 AM – 3:30 PM PST
• Monday – Thursday: 5:00 AM – 1:30 PM PST

Candidates must be fully available to work this schedule. Additional duties and responsibilities may be assigned as business needs evolve.

Key Responsibilities of the Customer Service Lead

As a Customer Service Lead at arenaflex, you will serve as both a player and a coach, balancing hands-on customer support with team development and operational excellence. Your core responsibilities will include, but are not limited to, the following:

• Team Training and Development: Lead the training, onboarding, and continuous development of a team of customer service representatives, ensuring that each team member is equipped with the knowledge, skills, and confidence to deliver exceptional support.
• Quality Assurance and Communication Review: Review email, chat, and phone call communications to ensure adherence to arenaflex policies, brand voice, and service ideals. Provide constructive feedback to elevate team performance.
• Escalation Management: Handle escalated customer calls, emails, and live chats with speed, empathy, and professionalism, turning challenging interactions into positive resolutions that strengthen customer trust.
• Multi-Channel Customer Support: Respond to customer inquiries and comments across phone, email, and live chat channels, consistently delivering a high standard of service.
• Inbound Call Handling: Answer inbound telephone calls promptly and provide outstanding customer support, demonstrating product knowledge and a solution-oriented mindset.
• Complaint Resolution and Retention: Research and resolve customer complaints thoroughly, ensuring customer retention, satisfaction, and long-term brand loyalty.
• Follow-Up and Escalation Protocols: Follow up diligently on all written correspondence and escalate complex issues to the Customer Service Manager on duty as necessary.
• Cross-Departmental Collaboration: Coordinate and follow up with other departments to ensure seamless problem resolution, fostering a culture of customer satisfaction across the entire organization.
• System Navigation and Efficiency: Navigate proficiently through multiple internal systems, CRM tools, and knowledge bases to retrieve information quickly and accurately.
• Policy and Procedure Updates: Stay current on all new policies and procedures, and train customer service representatives on updates to ensure consistent compliance and service quality.

Essential Competencies for Success

To excel in the Customer Service Lead role at arenaflex, candidates should demonstrate the following competencies:

• Proven ability to thrive in a collaborative, team-oriented environment
• Capacity to give and receive honest, direct, and constructive feedback
• Strong customer orientation with a genuine desire and willingness to help
• Excellent verbal and written communication skills
• Ability to perform with composure in a high-volume inbound call center environment while upholding the highest quality standards for individual output
• Solid knowledge of apparel construction, fabrication, and various fashion categories
• Willingness to work required overtime when business needs warrant
• Schedule flexibility, as shifts may change based on the evolving needs of our customers
• Ability to work in the Cerritos, California office once a week on a consistent basis

Minimum Qualifications

• Experience with Microsoft Word and Excel
• High School Diploma or equivalent
• Ability to type 50+ words per minute with accuracy

Preferred Qualifications

• Some college coursework completed
• Two or more years of customer service, help desk, or call center experience in a retail environment
• One or more years of team leadership or supervisory experience
• Ability to type 60+ words per minute
• Working knowledge of website navigation and e-commerce platforms
• Advanced experience with Microsoft Word and Excel

Why arenaflex Is the Perfect Place to Grow Your Career

A successful candidate at arenaflex works exceptionally well in a dynamic, fast-moving environment with minimal supervision. At arenaflex, we all roll up our sleeves and pitch in to do whatever it takes to get the job done. Each day is a little different — and that is precisely what keeps us energized, inspired, and excited to come to work. Joining arenaflex means becoming part of a culture that celebrates initiative, creativity, and collaboration, where every voice matters and every contribution fuels our collective success.

Career Growth and Learning Opportunities

At arenaflex, we believe that investing in our people is the most important investment we can make. As a Customer Service Lead, you will have access to a wealth of career development resources, including:

• Structured leadership training programs designed to build managerial capabilities
• Mentorship opportunities with senior leaders and cross-functional partners
• Tuition reimbursement and support for continued education
• Access to industry conferences, workshops, and professional development events
• Clear pathways for advancement into Customer Service Manager, Operations Leadership, and beyond
• Exposure to cutting-edge e-commerce technologies, CRM platforms, and customer experience strategies

Compensation, Perks, and Benefits

For individuals assigned to work in California, arenaflex includes a reasonable estimate of the salary or hourly rate range for this role, taking into account the wide range of factors considered in making compensation decisions, including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications. A reasonable estimate of the current base hourly range for this position is $25.00 per hour to $30.00 per hour. In addition to a competitive hourly rate, arenaflex offers a comprehensive benefits package that typically includes:

• Medical, dental, and vision insurance options
• Paid time off and holiday pay
• Employee discounts on arenaflex merchandise
• 401(k) retirement savings plan with company match
• Wellness programs and mental health resources
• Generous employee apparel allowance
• A vibrant, creative, and supportive workplace culture

Work Environment and Company Culture

arenaflex is more than a workplace — it is a community of passionate, driven, and fashion-forward professionals who genuinely love what they do. Our Cerritos, California headquarters is a hub of collaboration and creativity, where team members are encouraged to share ideas, take ownership of their work, and celebrate wins together. We are proud of our commitment to diversity, equity, and inclusion, and we actively cultivate an environment where every individual feels valued, respected, and empowered to bring their authentic self to work every day. From team-building events to wellness initiatives, we invest in the well-being and happiness of our employees because we know that when our people thrive, arenaflex thrives.

How to Apply

If you are a motivated, customer-obsessed leader with a passion for fashion and a drive to inspire others, arenaflex wants to hear from you. Take the next step in your career and become part of a brand that is redefining fashion retail for a new generation. Please submit your application today, and after applying, be sure to check your spam folder for emails regarding your application status, as messages are sent from an ADP email address.

Are you ready to set the standard for premium apparel customer service? Apply now and join the arenaflex team!