Experienced Customer Experience Leader – Driving Customer Satisfaction and Growth in arenaflex

At arenaflex, we're revolutionizing the way businesses protect themselves from counterfeit goods. Our patented technology system, powered by AI and computer vision, instantly identifies and authenticates high-value physical goods. As a global technology company, we serve leading luxury brands, retailers, e-commerce marketplaces, and online resellers in over 60 countries. With a growing team based in the US, India, Japan, and Brazil, we're looking for a seasoned Customer Experience Leader to join our mission.

About arenaflex

arenaflex is a dynamic and innovative company that's changing the world. Our solutions in market include:

• arenaflex Luxury Authentication
• arenaflex Sneaker Authentication
• arenaflex Fingerprinting

We're seeking a growth-minded thinker who's passionate about building relationships and finding solutions for our customers. As a Customer Experience Leader, you'll play a key role in shaping our vision, structures, and systems. If you're invigorated by our mission, values, and drive to change the world, we'd love to have you apply.

About the Team/Role

As a Customer Experience Leader, you'll be responsible for building and nurturing collaborative relationships with our customers to drive strong user adoption, customer satisfaction, and product usage. Your responsibilities will include:

• Leading initiatives to improve customer support processes
• Handling escalated customer issues
• Developing and mentoring the customer experience team in the US and Japan
• Working closely with management to track and manage customer experience metrics
• Optimizing and scaling customer onboarding processes
• Managing customer risks and driving high customer satisfaction

We're looking for someone with a drive for building relationships and finding solutions for our customers. Your sphere of influence will include establishing customer support policies and processes, developing the customer experience team, implementing customer success programs, tracking and managing customer experience metrics, optimizing and scaling customer onboarding, and minimizing churn. You'll be asked for your insights on client-to-business interactions, how you think we can improve the customer experience through product support, and how best to handle customer complaints and requests.

Key Responsibilities:

* Ensure an exceptional experience for all customers by implementing customer support policies, processes, and best practices

• Manage the entire post-sales customer lifecycle, from onboarding, training, adoption, support, renewal, expansion, and relationship building
• Handle and resolve complex customer inquiries, providing high satisfaction and problem resolution
• Use your growth mindset to scale the Customer Experience team with service evolution, documentation, and process improvement
• Mentor and support CX specialists through customer issues and projects and foster an environment of continuous improvement
• Lead projects to optimize customer support processes and implement innovative solutions that improve the overall customer experience
• Monitor account health metrics to identify improvement opportunities, churn risks, and potential abuse/misuse by customers, and work proactively to deliver a superb customer experience while ensuring trust and safety on our platform
• Track, manage, and drive the resolution of escalations with customers and develop internal processes for resolution
• Act as a voice of the Customer by providing and synthesizing feedback for our Product team and the management
• Build a strong Customer Experience team in the US and Japan to achieve SLAs for our global customer base

What You Bring:

* At least 5 years of experience in customer experience or customer support, with a proven track record of demonstrating exceptional customer support and problem-solving skills

• Strategic, analytical, process-driven, and have a strong growth mindset and data proficiency
• Demonstrated leadership and proven track record of managing and developing a team for scalability
• Detail-oriented with strong organizational skills
• Exceptional oral and written communication skills both internally and externally
• Ability to handle multiple priorities in a fast-paced startup environment
• Tech-savvy and the ability to adapt quickly in a dynamic environment with a good understanding of technology and SaaS platforms such as HubSpot, Linear, FreshChat, and more
• Customer support experience in technology/SaaS product is a plus

What We Offer:

* Market-competitive and pay equity-focused compensation structure

• Generous time away, including company holidays, paid time off, sick time, parental leave, and more!
• Rich medical benefits and insurance coverage
• 3.5% 401k match
• Dedicated mental health support for employees and eligible dependents

Salary Range:

$90,000 - $110,000 a year This is an exempt salaried position. The starting salary for this role is between $90,000 - $110,000, depending on skills and experience. We have competitive pay bands for all other countries based on market standards. Individual compensation decisions are based on several factors, including experience level, skill set, and balancing internal equity relative to peers at the company.

Diversity, Equity, and Inclusion:

arenaflex embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. If you're a motivated and customer-centric individual who's passionate about driving growth and satisfaction, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job