**Experienced Customer Service Lead – Luxury Stores Customer Service**

• *Join arenaflex, a world-renowned leader in luxury retail, as we seek an exceptional Customer Service Lead to oversee our high-performing team of Customer Service Associates (CSAs) in our Luxury Stores division. As a key member of our customer-centric team, you will be responsible for providing world-class service, managing workflow and processes, and driving performance excellence.**

• *About arenaflex**

arenaflex is a global leader in luxury retail, dedicated to delivering exceptional customer experiences and building long-lasting relationships with our clients. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a trusted partner in the industry. As a member of our team, you will be part of a dynamic and inclusive culture that empowers employees to deliver their best results for our customers.

• *Key Responsibilities**

As a Customer Service Lead in our Luxury Stores division, you will be responsible for:

• Providing 1x1 coaching to CSAs and Lead team members to ensure performance meets company standards
• Identifying performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA)
• Serving as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly
• Escalating and documenting progress and operational roadblocks to management
• Monitoring real-time adherence reporting to ensure service metrics are met
• Acting as a Subject Matter Expert (SME) for company policies and processes
• Delivering quick results with minimal supervision in a dynamic and often ambiguous work environment

• *A Day in the Life**

As a Customer Service Lead, your day will be filled with a variety of tasks and responsibilities, including:

• Managing the CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites
• Monitoring and guiding daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery
• Facilitating high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA
• Maintaining and following up on manual, mishandled, or exception orders to ensure customer satisfaction
• Managing CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues
• Assisting with new hire training programs and onboarding of new CSA's, ensuring a smooth transition into the team
• Distributing and managing special project workflows, collaborating with Customer Service Associates (CSAs)
• Adopting CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff
• Collaborating with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues
• Sustaining SLA adherence by managing high-volume workloads and assisting with peak demand periods

• *Essential Qualifications**

To be successful in this role, you will need:

• Flexibility with a full-time schedule, including shifts on weekends and evenings
• Strong critical thinking, problem-solving, and communication skills, with the ability to make decisions in a fast-paced, high-volume environment
• Ability to work with minimal supervision while managing multiple tasks and resolving complex issues
• Exceptional organizational skills, with the ability to prioritize tasks and manage time effectively
• Demonstrated initiative in identifying areas of improvement and providing solutions
• High school diploma or equivalent

• *Preferred Qualifications**

While not required, we are looking for candidates with:

• 2+ years of experience in Customer Service or a related field, ideally in a high-touch service or luxury retail environment
• Demonstrated success in coaching, mentoring, and/or leading a small team in a customer service environment
• Mastery of essential customer service functions
• Collaborative approach to problem-solving, with a focus on sharing and enhancing team knowledge
• Excellent attention to detail and ability to work in a team-oriented environment

• *Compensation and Benefits**

arenaflex offers a competitive compensation package, including a base salary range of $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market. In addition to a full range of medical, financial, and/or other benefits, we also offer equity, sign-on payments, and other forms of compensation as part of a total compensation package.

• *Work Environment and Culture**

As a member of our team, you will be part of a dynamic and inclusive culture that empowers employees to deliver their best results for our customers. Our work environment is fast-paced and challenging, but also rewarding and collaborative. We are committed to providing a safe and supportive work environment that fosters growth, learning, and innovation.

• *How to Apply**

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application via our internal or external career site, and join us in shaping the future of luxury retail.

• *Equal Opportunity Employer**

arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. We are committed to creating a diverse and inclusive work environment that reflects the communities we serve.

• *Accommodations**

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit our website for more information.

• *Total Compensation**

arenaflex is a total compensation company, offering a comprehensive package that includes base pay, equity, sign-on payments, and other forms of compensation, as well as a full range of medical, financial, and/or other benefits.