Senior Manager, Customer Care – Partner and Customer Service (Remote, U.S.)
At arenaflex, we're not just a company – we're a community that's passionate about delivering exceptional customer experiences. As a Senior Manager, Customer Care on our Partner and Customer Service team, you'll play a vital role in shaping the future of customer service and driving business growth. If you're a leader who thrives on innovation, collaboration, and making a meaningful impact, we want to hear from you!
About arenaflex
arenaflex is a forward-thinking organization that's dedicated to creating a culture of connection and community. We believe that by putting our partners at the heart of everything we do, we can build a more compassionate, inclusive, and sustainable world. Our mission is to inspire and nurture the human spirit – one cup at a time.
The Role
As a Senior Manager, Customer Care, you'll lead a high-performing team of customer service professionals who are passionate about delivering exceptional experiences. Your primary focus will be on resolving escalated customer service issues, managing executive escalations, and supporting social care strategy. You'll also be responsible for:
Modeling leadership behaviors
that embody arenaflex's Mission and Values, providing coaching, feedback, and developmental opportunities to partners, and building effective teams.
Developing and implementing new processes
to address escalations and highly visible mentions, providing customer care and executive escalations insights, messaging guidance, and response recommendations across teams.
Supporting the enterprise social customer care strategy
through customer engagement and escalations, monitoring conversations across social media, and addressing important mentions in real-time through documentation.
Performing research, listening, and performance analysis
to inform strategies and storytelling insights through data, collaborating and establishing partnerships with support and business units to continuously innovate and redesign processes to better serve our customers and partners.
We're Looking for Someone with:
* A
Bachelor's degree or significant relevant experience
in a related field.
Professional experience managing branded channels
across multiple social media platforms.
5+ years managing successful teams
, with a proven track record of delivering innovative solutions and driving business growth.
Strong organizational planning, development, and business judgment
, with the ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities.
Demonstrated history of delivering innovative solutions
, with experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
Strong reporting skills
, with the ability to clearly summarize data into actionable insights and influence future strategy.
People management skills
, with a consistent and strong collaborative approach that galvanizes, leads, and inspires cross-functional teams.
What We Offer
At arenaflex, we're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this enables us to better meet our mission and values while serving customers throughout our global communities. As a Senior Manager, Customer Care, you'll enjoy:
Competitive compensation and benefits package
, including 100% tuition coverage through our arenaflex College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock.
Flexible scheduling and opportunities for paid time off
, with the option to work remotely up to two days per week.
A comprehensive compensation and benefits package
, including 100% tuition coverage through our arenaflex College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock.
A culture of connection and community
, where you'll have the opportunity to make a meaningful impact and inspire with every cup.
How to Apply
If you're a leader who's passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you! Apply today and join our team of innovators, collaborators, and change-makers.
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.
Accommodations
Qualified applicants with disabilities will be considered for employment in a manner consistent with all federal, state, and local ordinances. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at applicantaccommodation. Apply Job! Apply for this job