Director of Customer Experience – Scaling Support Operations for a Global Branded Resale Marketplace
Join arenaflex in our mission to revolutionize consumer shopping behavior and create a more sustainable future. As a leading technology platform for branded resale, we power circular businesses for 50+ global brands, including Lululemon, The North Face, and New Balance. We're growing our team of innovative, customer-centric individuals to build the most delightful user experience for shopping used items and the software to help brands make this a significant part of their business. If you're passionate about creating a positive impact on the environment and believe that humans buy too much stuff and throw too much away, then this problem is for you. The second-hand market is projected to grow 3X faster than the overall global apparel market and hit $350 Billion globally by 2028. We're at the forefront of this movement, and we need a talented Director of Customer Experience to lead and scale our customer support operation.
About arenaflex
arenaflex is a Series B company backed by renowned investors, including Lightspeed Venture Partners, Energize Capital, and Bain Capital Ventures. We were honored as Fast Company's #2 Most Innovative Company in Retail in 2024 and continue to challenge ourselves to change consumer shopping behavior for the better. Our team of over 50 employees is currently remote-first, with an office in NYC and optional in-person work for those located in the area. We prize an inclusive and transparent culture, remaining true to our values in everything we do.
The Opportunity
As our Director of Customer Experience, you'll lead and scale our customer support operation across our growing global network of branded resale marketplaces (50+ brands, 10+ regions, and growing). This role reports to our VP Finance & Operations and will partner closely with teams across Product, Engineering, Sales, and Account Management. You'll oversee a diverse and international team of full-time and part-time support professionals while developing comprehensive support strategies for our multi-faceted marketplace ecosystem.
Responsibilities
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Team Leadership & Management
+ Lead, mentor, and develop a growing global team of full-time and part-time customer support specialists + Establish clear performance metrics, KPIs, and career development pathways for team members + Foster a customer-centric culture focused on excellence and continuous improvement
Scaling Support Team Operations
+ Develop and implement comprehensive customer support strategies aligned with business growth objectives + Establish support frameworks for different customer segments (e.g., buyers, sellers, logistics partners, brands, etc.) and different types of support (e.g., email inquiries, chat, content moderation, etc.) + Design scalable support processes and workflows to handle increasing volume and complexity + Create and maintain support documentation, knowledge bases, and training materials
Global Expansion & Localization
+ Build multi-language, region-appropriate support capabilities as we expand into new international markets + Develop timezone coverage strategies to ensure 24/7 support availability + Coordinate with local teams and contractors to deliver localized support experiences
Enterprise Customer Relations
+ Develop specialized support processes and SLAs for enterprise accounts + Collaborate cross-functionally with Sales, Account Management, Product, and Engineering to ensure seamless brand and customer experiences, and elevate the customer voice across the organization
Technology & Process Optimization
+ Evaluate, implement, and optimize customer support tools and technologies, including using chatbots and/or AI as we scale customer support + Develop automation strategies to improve efficiency and response times + Establish data-driven insights and reporting to track support performance + Use data and customer insights to inform strategy, drive continuous improvement, and advocate for systemic solutions across product and operations
Requirements
* 7+ years of customer support experience with 3+ years in leadership roles
- Committed to building a high-performing team culture that balances operational rigor with human-centered service
- Strong leadership skills with experience managing diverse, multi-level teams
- Experience managing distributed teams across multiple time zones
- Proven track record scaling support operations in high-growth startup environments
- Proficiency with customer support and customer analytics platforms (Zendesk, Intercom, Salesforce Service Cloud, etc.)
- Excellent written and verbal communication skills
- Experience with multi-language, international customer support operations
- Thrives in fast-paced, high-stakes environments where customer response is critical
- Experience with e-commerce and digital marketplace support models, including an understanding of two-sided marketplace dynamics
- Previous experience in startup or high-growth technology companies
What We Offer
* Competitive compensation package, including base pay and equity
- Comprehensive benefits package, including employee and dependent healthcare and 401(k) enrollment
- Opportunity to work with a talented team of innovators and customer-centric individuals
- Flexible remote work arrangement with optional in-person work for those located in the NYC area
- Company offsites twice a year to bring the full team together in person
- Occasional travel expected as part of the job
How to Apply
If you're passionate about creating a positive impact on the environment and believe in the power of customer-centric support, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We consider applicants of all backgrounds and are unable to accept applications from candidates outside of the US at this time. Join arenaflex in our mission to revolutionize consumer shopping behavior and create a more sustainable future. Apply now to become our Director of Customer Experience! Apply for this job