Lead, Customer Experience – Driving Exceptional Outcomes for arenaflex Customers

At arenaflex, we're revolutionizing the way businesses protect themselves and their customers 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 expanding our reach and impact. As we continue to build and innovate, we're seeking a talented and experienced leader to join our Customer Experience Team. As a Lead, Customer Experience, you'll play a critical role in shaping our vision, structures, and systems, driving strong user adoption, customer satisfaction, and product usage. If you're passionate about delivering exceptional customer experiences and have a growth mindset, we'd love to have you apply.

About the Team/Role

As a Lead, Customer Experience, 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, and developing and mentoring the customer experience team in the US and Japan. You'll also work closely with the management to track and manage customer experience metrics, optimize and scale customer onboarding processes, manage customer risks, and drive high customer satisfaction.

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.

Why Join arenaflex?

At arenaflex, we're committed to building a diverse and inclusive workplace 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. We're dedicated to providing equal opportunity for all applicants and employees and are passionate about creating a workplace that is welcoming and inclusive for everyone. If you're passionate about delivering exceptional customer experiences and have a growth mindset, we'd love to have you apply. Join our team and help us shape the future of customer experience at arenaflex. Apply for this job