Senior Project Manager, Customer Care (Short-term Contract - Until Dec 2025)
Join arenaflex, a global marketplace for refurbished devices, and be part of a mission-driven team that's revolutionizing the way we think about technology and sustainability.
About arenaflex
arenaflex is a pioneering company that's making tech reliable, affordable, and better than new. Our global marketplace for refurbished devices is helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. With every device purchased on arenaflex, our positive impact on the planet grows. From our Customer Care representatives to our software engineers, every individual at arenaflex cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have.
About the Role
As a Senior Project Manager, Customer Care, you'll be part of a fast-paced but friendly work environment and an international team working transversally. We're at the beginning of a major transformation, implementing new CRM for agents, delivering multiple new features for customers, and scaling our live chat channel and increasing the number of contacts solved via automation. You'll be responsible for defining and improving customer service processes to foster customer & seller satisfaction, identifying and sizing pain points encountered by our customers, and defining and designing new processes or revamping existing ones balancing Customer Experience and Seller Experience, while ensuring costs remain under control.
Key Responsibilities
- Define and improve customer service processes to foster customer & seller satisfaction - Identify and size pain points encountered by our customers (e.g. return process, order management process, etc) - Define and design new processes / revamp existing ones balancing Customer Experience and Seller Experience, while ensuring costs remain under control - Establish policies and procedures in coordination with content, knowledge, and training, data, legal and IT teams - Maintain all customer service procedures and policies - Define, launch and manage POC to solve customer issues. Analyze results and provide recommendations to the Tech team - Improve Customer Care strategic KPIs by leading and deploying projects with strong impact on the aftersales customer care experience (e.g. AI chat bot) - Define and monitor projects KPIs - Contribute to build a mid/long term roadmap with impactful solutions - Work with relevant stakeholders to identify and prioritize improvement projects - Benchmark competition and look for best practices
You Are in the Right Place If:
- You're perfectly fluent in English, French is a plus - You have 3-5 years experience in building processes / managing projects or a first experience in a consulting firm - You have a first experience in a Customer Care department - You are comfortable with data & reportings: SQL is a big plus - You have experience in managing projects from A-Z - You have an excellent verbal and written communication level - You have the ability to design and implement new processes and facilitate user adoption
Why Should You Join Us?
At arenaflex, we're committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it's one of the reasons we're such a high-scoring certified B Corp company (93.2). No matter your role and seniority level, you'll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like: - A mission-driven work environment where your day-to-day makes an impact on the planet. Seriously. - Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days. - Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training. - Employee recognition and reward programs to celebrate your achievements and contributions.
What We Offer
- Competitive salary and benefits package - Opportunities for career growth and professional development - Collaborative and dynamic work environment - Recognition and reward programs to celebrate your achievements and contributions - Flexible work arrangements to support work-life balance - Access to cutting-edge technology and tools - Opportunities to work on high-impact projects that make a difference
How to Apply
If you're passionate about customer care, project management, and sustainability, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!
Note:
arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team. Apply for this job