Experienced Director of Customer Experience – Crafting Exceptional Experiences for arenaflex

At arenaflex, we're on a mission to revolutionize the craft industry by delivering unparalleled customer experiences that drive loyalty, retention, and revenue. As a strategic, data-driven, and tech-savvy Director of Customer Experience, you'll play a pivotal role in shaping our customer-centric approach, leading a high-performing team, and driving business growth through exceptional service delivery.

About arenaflex

arenaflex is a market leader in the craft industry, renowned for its innovative products, exceptional customer service, and commitment to excellence. With a strong presence in Vancouver, WA, and a growing global footprint, we're dedicated to empowering our customers to unleash their creativity and bring their ideas to life.

The Role

As our Director of Customer Experience, you'll be responsible for leading the charge in weaving a customer-first mindset throughout our organization. You'll oversee a dedicated team, collaborate cross-functionally with operations, marketing, product, and sales, and use both data and empathy to improve service delivery, engagement, and satisfaction. This is a high-impact role for someone who's part strategist, part maker – ready to roll up their sleeves and craft exceptional experiences that drive business growth.

Key Responsibilities

* Lead, mentor, and grow a high-performing CX team across multiple craft brands

• Own team hiring, development, structure, and performance management
• Coach and develop supervisors to ensure they're equipped to lead and grow their teams
• Evaluate and optimize our Zendesk setup, building automation, views, macros, and reporting to drive efficiency and personalization
• Lead the design and implementation of CSX AI tools to improve efficiency and personalization
• Build a customer-friendly returns process from the ground up, ensuring seamless and hassle-free experiences for our customers
• Define, track, and improve key KPIs: CSAT, resolution time, one-touch resolution, repeat purchase rate
• Deliver clear, actionable performance reports to leadership – without fluff
• Collaborate across ops, brand, marketing, and finance to improve the full customer journey
• Improve NetSuite + Zendesk & Shopify + Zendesk integration and support team in using both systems more effectively
• Spearhead the launch of Live Chat and help define a cost-efficient, high-touch service model
• Constantly seek ways to do more with less: increasing quality and connection without overspending

Success in This Role Looks Like

* KPIs are clearly defined, tracked, and visible – and team performance improves quarter over quarter

• The team is trained, engaged, and aligned with business goals
• Our CSAT scores hit 98%+, with a noticeable lift in repeat purchase rate and CX-driven conversion
• Customers describe our service as the best in the industry
• You've created a high-performing team that's both human and efficient – and you're proud of them

Requirements

* 5–8+ years leading CX teams in fast-paced eCommerce or DTC brands

• Deep experience with Zendesk (admin level) and CX-focused AI tools
• Proven ability to coach managers and build scalable team structures
• Strong data literacy – you can build dashboards, find patterns, and make them actionable
• Experience working with NetSuite, Shopify, and support teams on operational tools
• Track record of launching new channels (like live chat) and building systems from scratch
• A customer-first mindset, but you understand that happy customers = business growth

You'll Thrive Here If You

* Lead with curiosity, not ego

• Love building things, not just maintaining them
• Enjoy helping people grow – especially other leaders
• See service as a key driver of brand, loyalty, and revenue
• Want to build something best-in-class – affordably

Benefits

Our compensation package is designed to match industry standards and account for factors like your geographical location, expertise, and years of experience. In addition to a competitive salary, you'll be eligible for the company's bonus plan and a wide range of benefits.

• Starting pay range: $80,000 to $90,000 per year
• Multiple medical, dental, and vision plan options after 30 days (with company contributions to the premium costs)
• Healthcare Savings and Flexible Spending Accounts
• Company-paid Life, Short- and Long-Term Disability benefits
• 401(k) Retirement Savings Plan with Employer Match
• Generous paid time off and holiday pay policies
• Employee discounts at all arenaflex companies!

How to Apply

If you're a customer experience rockstar looking for a new challenge, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear your story and learn more about how you can help us craft exceptional experiences for our customers. Apply for this job