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

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Service Lead in our Luxury Stores team, you'll play a critical role in ensuring that our customers receive world-class service while navigating the complexities of our high-touch service environment. If you're a seasoned customer service professional with a passion for luxury retail and a knack for leadership, we want to hear from you. **About arenaflex** arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in a rapidly changing world. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as a trusted partner in the industry. As a member of our team, you'll have the opportunity to work with a talented group of professionals who share your passion for delivering exceptional results. **Job Summary** As a Customer Service Lead in our Luxury Stores team, you'll be responsible for providing coaching, guidance, and support to our Customer Service Associates (CSAs) to ensure that they meet or exceed our service standards. You'll also be responsible for managing workflow and processes, identifying areas for improvement, and implementing solutions to drive business results. If you're a seasoned customer service professional with a passion for leadership and a knack for problem-solving, we want to hear from you. **Key Responsibilities** * Provide 1x1 coaching to CSAs and Lead team members to ensure performance meets company standards * Identify performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA) * Serve as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly * Escalate and document progress and operational roadblocks to management * Monitor real-time adherence reporting to ensure service metrics are met * Act as a Subject Matter Expert (SME) for company policies and processes * Deliver quick results with minimal supervision in a dynamic and often ambiguous work environment **A Day in the Life** * Manage CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites * Monitor and guide daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery * Facilitate high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA * Maintain and follow up on manual, mishandled, or exception orders to ensure customer satisfaction * Manage CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues * Assist with new hire training programs and onboarding of new CSA's, ensuring a smooth transition into the team * Distribute and manage special project workflows, collaborating with Customer Service Associates (CSAs) * Adopt CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff * Collaborate with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues * Sustain SLA adherence by managing high-volume workloads and assisting with peak demand periods **Preferred Qualifications** * 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 base pay, ranging from $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 with a talented group of professionals who share your passion for delivering exceptional results * Collaborative and inclusive work environment that empowers you to grow and develop your skills * Flexible work arrangements, including shifts on weekends and evenings **How to Apply** If you're a seasoned customer service professional with a passion for luxury retail and a knack for leadership, we want to hear from you. Apply now to join our team of dedicated professionals who are committed to delivering exceptional customer experiences. Apply Job! **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. We're committed to creating a diverse and inclusive workplace that empowers our employees to grow and develop their skills. **Accommodations for Applicants with Disabilities** If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. **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