Head of Customer Service – Subscription Ecommerce Brand at arenaflex

At arenaflex, we're revolutionizing the health and wellness industry by delivering conscious, high-quality, and innovative supplement products that cater to the evolving needs of everyday consumers. As one of the fastest-growing supplement brands in the world, operating across Amazon, DTC (Shopify), and TikTok Shop, we're committed to driving positive change in the lives of our customers. With a team of over 60 passionate individuals, we're building an elite customer service team to scale support operations efficiently at high volume without sacrificing quality. We're seeking an exceptional A-player Head of Customer Service to take full ownership of our CS department and help us scale to the next level. This is a high-responsibility, high-autonomy role reporting directly to the founders, offering a unique opportunity to shape the future of our customer experience.

Your Mission:

As the Head of Customer Service, you'll be responsible for owning the customer service function end-to-end, ensuring our customers receive world-class support while driving key KPIs like CSAT, Trustpilot rating, response time, and retention. You'll manage a large remote team, hire and develop talent, fix broken systems, and continuously improve performance.

Responsibilities:

• Lead and manage our CS team of ~40 agents and 5 Team Leads, fostering a high-performance culture that prioritizes customer satisfaction and team growth.

• Audit and optimize performance daily via ticket reviews, SOP updates, and clear feedback loops, ensuring our customers receive timely and effective support.
• Hire, onboard, train, and if necessary, fire agents and Team Leads, maintaining a high-performance culture that values accountability and continuous improvement.
• Build, track, and report on key CS metrics: CSAT, Trustpilot score, refund rate, chargeback rate, first response time, and oldest ticket age, providing actionable insights to drive business growth.
• Proactively identify issues within tickets, processes, or systems and develop action plans with Team Leads to resolve them, ensuring our customers receive seamless support.
• Improve customer retention and satisfaction through better systems, coaching, and support experiences, driving long-term loyalty and advocacy.
• Provide daily reports to founders, including key wins, fires, and areas of focus, ensuring transparency and accountability throughout the organization.
• Hold Team Leads accountable to their numbers, quality standards, and process adherence, fostering a culture of ownership and responsibility.
• Drive continuous improvements in response speed, quality, tone, and policy application, ensuring our customers receive exceptional support.
• Ensure all SOPs are up to date and followed rigorously, maintaining a high level of consistency and quality across our customer service operations.
• Collaborate with our tech, ops, and product teams to fix underlying issues impacting customers, driving a seamless customer experience across all touchpoints.

Our Tech Stack:

• Richpanel (CRM)

• Shopify
• Recharge and Checkout Champ (subscriptions)
• Stripe (payments)
• Slack and WhatsApp for team comms

KPIs You Will Own:

• Trustpilot Score: 4.5+

• CSAT Score: 4.0+
• First Response Time: Under 8 hours
• Oldest Ticket: Under 1 day
• Agent Productivity: 80+ tickets/day per agent
• Refund and Chargeback Rates: Kept within acceptable thresholds

What We Are Looking For:

• Proven experience managing large customer service teams (30+ agents), with a track record of driving KPI improvements and customer satisfaction.

• Experience with high-volume DTC eCommerce, especially in a subscription-based business, with a deep understanding of the complexities and opportunities in this space.
• Strong analytical skills with the ability to build and maintain dashboards and reports, providing actionable insights to drive business growth.
• A clear, direct communicator with high personal accountability, comfortable working across multiple time zones and managing remote teams.
• A culture fit: proactive, action-biased, detail-obsessed, and accountable, with a passion for building a high-performance team that prioritizes customer satisfaction.

Why Join arenaflex:

• Direct access to founders of a high-growth supplement brand, offering a unique opportunity to shape the future of our customer experience.

• Full operational autonomy in your department, allowing you to drive innovation and growth without constraints.
• Performance-based recognition and advancement, rewarding your hard work and dedication to excellence.
• No corporate red tape, just clear results and rewards, empowering you to make decisions that drive business growth.
• Build, shape, and own the future of our customer experience, creating a world-class support operation that sets the standard for the industry.

This Role is Not for You If:

• You're looking for a task-based role with a fixed daily routine, lacking the autonomy and challenge of a high-growth organization.

• You need constant direction or step-by-step instructions to take action, preferring a more structured and predictable environment.
• You avoid difficult conversations or shy away from holding people accountable, lacking the courage and conviction to drive results.
• You're uncomfortable making decisions that impact customer experience or revenue, preferring to play it safe and avoid risk.
• You prefer to only "manage" without being in the trenches auditing tickets and systems, lacking the passion and dedication to drive excellence.

How to Apply:

If you're an elite operator who thrives on ownership, solves problems without waiting to be asked, and has the hunger to build something world-class, we want to hear from you. This is not a cushy middle management job, this is a builder role for someone who takes pride in running a high-performance team. To stand out, answer all of the following questions in the application to the best of your ability and highlight how your past experience is applicable to this role. Include the code word: ExecutionFirst somewhere in your application. We will only review candidates who follow these instructions, it tells us you actually pay attention to details and directions. We can't wait to hear from you and explore how you can join our team as the Head of Customer Service at arenaflex. Apply for this job