**Experienced Customer Service Lead – Luxury Stores Customer Service**

**Job Summary:** Join arenaflex, a leading luxury retail brand, as an Experienced Customer Service Lead – Luxury Stores Customer Service. As a key member of our customer service team, you will be responsible for providing exceptional world-class service while ensuring the effective management of workflow and processes. This is an exciting opportunity to work in a dynamic and fast-paced environment, where you will have the chance to develop your leadership skills, work with a talented team, and make a real impact on our customers' experiences. **About arenaflex:** arenaflex is a global leader in luxury retail, known for our commitment to excellence, innovation, and customer satisfaction. Our team is passionate about delivering exceptional service, and we are dedicated to creating a work environment that is inclusive, supportive, and empowering. As a member of our team, you will have the opportunity to work with a talented group of professionals who share your values and are dedicated to making a difference. **Key Responsibilities:** As an Experienced Customer Service Lead – Luxury Stores Customer Service, you will be responsible for: * Providing 1x1 coaching to Customer Service Associates (CSAs) and Lead team members to ensure performance meets company standards * Identifying performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA) * Serving as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly * Escalating and documenting progress and operational roadblocks to management * Monitoring real-time adherence reporting to ensure service metrics are met * Acting as a Subject Matter Expert (SME) for company policies and processes * Delivering quick results with minimal supervision in a dynamic and often ambiguous work environment **A Day in the Life:** As an Experienced Customer Service Lead – Luxury Stores Customer Service, your day will be filled with a variety of exciting challenges and opportunities. Here are some of the tasks you will be responsible for: * Managing the CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites * Monitoring and guiding daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery * Facilitating high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA * Maintaining and following up on manual, mishandled, or exception orders to ensure customer satisfaction * Managing CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues * Assisting with new hire training programs and onboarding of new CSAs, ensuring a smooth transition into the team * Distributing and managing special project workflows, collaborating with Customer Service Associates (CSAs) * Adopting CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff * Collaborating with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues * Sustaining SLA adherence by managing high-volume workloads and assisting with peak demand periods **Preferred Qualifications:** * 2+ years of experience in Customer Service or a related field, ideally in a high-touch service or luxury retail environment * Demonstrated success in coaching, mentoring, and/or leading a small team in a customer service environment * Mastery of essential customer service functions * Collaborative approach to problem-solving, with a focus on sharing and enhancing team knowledge * Excellent attention to detail and ability to work in a team-oriented environment **What We Offer:** * Competitive salary range: $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market * Total compensation package, including equity, sign-on payments, and other forms of compensation * Full range of medical, financial, and/or other benefits * Opportunity to work in a dynamic and fast-paced environment * Collaborative and inclusive work environment * Professional development and growth opportunities * Recognition and rewards for outstanding performance **How to Apply:** If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application via our internal or external career site. **Equal Employment Opportunity:** arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit **Los Angeles County Applicants:** Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. **San Francisco Fair Chance Ordinance:** Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Apply for this job