Experienced Customer Success Lead – Scaling Support Operations for arenaflex's DTC eCommerce Brand

At arenaflex, we're revolutionizing the at-home hair removal experience with our innovative products and customer-centric approach. As a fast-growing Direct-to-Consumer (DTC) eCommerce brand, we're committed to delivering exceptional customer experiences that exceed expectations. We're now seeking an experienced Customer Success Lead to join our team and elevate our support operations to new heights. About arenaflex arenaflex is a pioneering DTC eCommerce brand that's disrupting the traditional hair removal industry with its cutting-edge products and customer-focused mindset. Our mission is to empower individuals to take control of their hair removal journey, and we're dedicated to providing an unparalleled customer experience that sets us apart from the competition. With a strong focus on innovation, customer satisfaction, and operational excellence, we're creating a new standard for the industry. The Role As our Customer Success Lead, you'll play a critical role in shaping the future of our support operations and driving team performance. You'll be responsible for leading a team of 4 remote customer support agents, ensuring that our customers receive exceptional support and service. Your expertise will be instrumental in driving operational efficiency, improving customer satisfaction, and scaling our support capabilities to meet the demands of our growing business. Key Responsibilities As our Customer Success Lead, you'll be responsible for:

Team Leadership & Coaching

* Lead and mentor a team of 4 remote customer support agents, providing guidance, feedback, and coaching to ensure they're equipped to deliver exceptional customer experiences. * Monitor daily performance to ensure Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met, identifying areas for improvement and implementing corrective actions as needed. * Conduct regular 1:1s, feedback sessions, and performance reviews to ensure team members are aligned with company goals and objectives.

Customer Experience Management

* Oversee customer inquiries and escalations via Gorgias and email, ensuring timely and accurate responses to support tickets and chats. * Handle complex or high-level complaints with empathy and professionalism, resolving issues and escalating to senior management as needed. * Collaborate with cross-functional teams, including Marketing, Operations, and Fulfillment, to address systemic issues and improve customer journeys.

Operational Oversight

* Analyze customer feedback and support trends using Google Sheets, identifying areas for improvement and implementing data-driven solutions. * Collaborate with cross-functional teams to address systemic issues and improve operational efficiency.

Platform & Tool Management

* Manage customer orders, returns, and inquiries via Shopify and Amazon Seller Central, ensuring seamless integration and efficient processing. * Optimize Gorgias macros, automations, and workflows to improve support efficiency and reduce response times.

Reporting & Strategy

* Build and maintain performance dashboards and reports, providing insights and recommendations to senior management. * Recommend and implement improvements to processes, policies, and customer journeys, driving business growth and customer satisfaction. Requirements To succeed in this role, you'll need: * 5+ years of experience in Customer Support or Customer Success, including 2+ years in a leadership role. * Proficiency in: + Gorgias (or similar support platforms) + Shopify + Amazon Seller Central + Google Sheets (data analysis and reporting) * Strong communication skills and emotional intelligence, with the ability to lead, coach, and inspire remote teams. * Experience in a fast-paced, high-growth DTC environment, with a proven ability to adapt to changing circumstances and priorities. What We Offer As a valued member of our team, you'll enjoy: * A competitive salary and benefits package. * Opportunities for professional growth and development, with a focus on skills training and mentorship. * A dynamic and supportive work environment, with a strong focus on collaboration and teamwork. * Flexible working arrangements, including remote work options and flexible hours. * A comprehensive onboarding program, ensuring a smooth transition into your new role. How to Apply If you're a motivated and experienced Customer Success professional looking for a new challenge, we'd love to hear from you. Please submit your application, including your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you and explore how you can contribute to our team's success. Apply now to join our team and be part of arenaflex's mission to revolutionize the at-home hair removal experience. Apply for this job