Director of Customer Experience – Global Support Operations & Enterprise Relations

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 empower 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 better world through technology and customer experience, come join us as we grow our share of the booming second-hand market, projected to reach $350 billion globally by 2028. This market is growing 3X faster than the overall global apparel market, and we're at the forefront of this transformation.

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 we 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 have company offsites twice a year to bring the full team together in person and occasional travel is expected as part of the job.

Job Summary

We're seeking an experienced Director of Customer Experience to lead and scale our customer support operation across our growing global network of branded resale marketplaces. This role reports to our VP Finance & Operations and will partner closely with teams across Product, Engineering, Sales, and Account Management. As a key member of our leadership team, you will 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

As the Director of Customer Experience, you will be responsible for: ### 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

To be successful in this role, you will need:

• 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 equity and benefits

• Opportunity to work with a talented team of innovators and customer experience experts
• Flexible remote work arrangement with optional in-person work in NYC
• Company offsites twice a year to bring the full team together in person
• Occasional travel expected as part of the job
• Inclusive and transparent culture that values diversity and employee well-being

How to Apply

If you're passionate about creating a better world through technology and customer experience, we encourage you to apply for this exciting opportunity. 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. Apply to this job Apply for this job