Experienced Customer Service Training Specialist – Driving Customer Experience and Team Development at arenaflex

At arenaflex, we're revolutionizing the retail and technology industry by challenging the status quo and delivering high-quality products at affordable prices. Our mission is simple: create items of equal or greater quality than the leading luxury brands and sell them at a much lower price. We're committed to customer satisfaction, high-quality products, essential design, and environmentally and socially conscious practices.

Our Team and Success

arenaflex is a retail and technology company co-founded by a team of world-class talent from top institutions, including Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, and Nike. We're seeking a high-energy, customer-first oriented Training Instructor to support our Customer Care New Hire On-Boarding, Training, and ongoing development of our team. As a Learning and Development specialist, you'll have a background in customer service and customer retention, with a track record of continuous improvements in your previous roles.

Key Job Responsibilities:

* Coordinate New Hire on-boarding documentation and candidate on-boarding experience to ensure a seamless transition into the team

• Support New Hire Training through leading learning sessions utilizing a variety of modalities, including instructor-led training, e-learning, and on-the-job training
• Quality audit and knowledge check program weekly to all team members to identify knowledge gaps and development needs, ensuring our team is equipped to deliver exceptional customer experiences
• Track, measure, and analyze 2025 new hire performance, attrition, and knowledge gaps to continuously improve training material and program, driving business results and customer satisfaction
• Implement new modalities that improve customer experience measured by the decrease in agent-driven DSATs and increased customer retention, staying ahead of industry trends and best practices
• Schedule and deliver all on-going team continuous education sessions to upskill and reskill our team members, ensuring they have the knowledge and skills to excel in their roles
• Support the Customer Care organization on the creation and improvement of Training materials, where needed, to ensure our team has the resources they need to succeed
• Actively seek on-going skill development opportunities to stay current with industry trends and best practices, ensuring our team is equipped to deliver exceptional customer experiences
• Become a Gladly conversation and Customer Care workflow SOP expert, providing expertise and guidance to the team
• Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve, ensuring our team is equipped to handle complex customer issues

Basic Qualifications:

* Bachelor's Degree

• 3+ years of experience in Training/Learning development
• Experience delivering training/information to peers, hourly team members, and senior management, both individually and in groups
• Proficiency in computer usage
• Willingness to work different shifts as needed
• Balance and prioritize multiple tasks
• Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve

Preferred Experience:

* Understand contact center processes and flow

• Certification or greater in Instructional design and adult learning
• Prior experience in contact center management or leadership
• Evidence of ability to prioritize, manage, and complete projects with tight deadlines
• Experience delivering messages related to performance
• Ability to give and receive feedback effectively
• Ability to adapt to a fast-paced environment with changing circumstances, direction, and strategy
• Desire to thrive in a dynamic, growing environment
• Previous Kaizen/Continuous Improvement experience

Compensation and Benefits:

We rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. Bonus eligibility varies by role and is determined based on the position's impact and contribution to our strategic goals. Pay Range: $60,000—$65,000 USD arenaflex provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Security Advisory: Beware of Frauds

At arenaflex, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, we emphasize legitimate recruitment practices. Initial communication is primarily via official arenaflex email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.

Why Join arenaflex?

* Collaborate with a talented team of world-class professionals from top institutions

• Drive business results and customer satisfaction through continuous improvement and innovation
• Develop your skills and expertise through ongoing training and development opportunities
• Enjoy a dynamic, growing environment with opportunities for career growth and advancement
• Make a positive impact on the environment and society through our commitment to sustainability and social responsibility

Apply Now:

If you're a motivated and customer-focused individual with a passion for training and development, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a revolution in the retail and technology industry. Apply for this job