Experienced Customer Service Coordinator – Elevate the Customer Experience at arenaflex
At arenaflex, we're passionate about crafting clean, sustainable, and story-driven scent products that elevate everyday moments. As a modern fragrance house based in Nashville, TN, we're dedicated to delivering exceptional experiences across every customer touchpoint. We're now seeking an experienced and solution-oriented Customer Service Coordinator to join our team and own the customer experience across all digital channels.
About arenaflex
arenaflex is a dynamic and innovative company that's revolutionizing the fragrance industry with our clean, sustainable, and story-driven scent products. From candles poured into reusable cocktail glasses to fine fragrance, personal care, and beyond, we're committed to designing elevated everyday moments that leave a lasting impression. Our team is passionate about delivering exceptional experiences, and we're looking for a Customer Service Coordinator who shares our vision and values.
Position Overview
We're seeking an experienced Customer Service Coordinator to own and elevate the customer experience across all digital channels. As the frontline voice of arenaflex, you'll not only serve our customers directly but also help shape our overall CX strategy and improve internal workflows. You'll report directly to the Brand Director and work closely with cross-functional teams to resolve customer concerns and track common issues.
Responsibilities
As a Customer Service Coordinator at arenaflex, you'll be responsible for:
- Managing all customer communication across ecommerce channels, including email, live chat, Gorgias, and chatbot platforms
- Responding to customer inquiries via social media channels (Instagram, Facebook, TikTok DMs and comments)
- Providing support to owned retail locations for customer service needs and acting as liaison for resolving escalated issues
- Monitoring, managing, and improving response times and customer satisfaction across all CX channels
- Collaborating cross-functionally with fulfillment, product, marketing, and retail teams to resolve customer concerns and track common issues
- Assisting with responding to wholesale inquiries via email or DM as a backup to the wholesale team
- Analyzing support trends and proposing solutions to reduce ticket volume and improve the customer journey
- Recommending and implementing improvements to tools, automation, macros, and processes to create a seamless and efficient support experience
- Maintaining a deep understanding of our products, policies, and brand voice to ensure consistent and helpful responses
- Tracking and reporting on KPIs related to customer service, identifying opportunities to enhance the overall brand experience
Qualifications
To be successful in this role, you'll need:
- 2+ years of experience in a customer service or customer experience role, preferably in ecommerce or retail
- Proficiency in Gorgias, Shopify, and major social media platforms
- Experience working with chatbots or automated customer service tools a plus
- Strong written communication skills with a customer-first, brand-aligned tone
- Comfortable taking ownership of the customer service strategy and proactively solving issues
- Highly organized, detail-oriented, and able to multitask in a fast-paced environment
- Ability to collaborate and communicate effectively across teams
Nice to Have
While not required, experience in lifestyle, fragrance, or CPG brand, familiarity with ecommerce operations or retail support systems, and understanding of post-purchase logistics like returns, exchanges, or delivery troubleshooting would be a plus.
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Service Coordinator, you'll have opportunities to:
- Develop your customer service and CX skills through training and mentorship programs
- Collaborate with cross-functional teams to resolve customer concerns and track common issues
- Analyze support trends and propose solutions to reduce ticket volume and improve the customer journey
- Recommend and implement improvements to tools, automation, macros, and processes to create a seamless and efficient support experience
Work Environment and Company Culture
arenaflex is a dynamic and innovative company that values creativity, collaboration, and customer satisfaction. Our team is passionate about delivering exceptional experiences, and we're looking for a Customer Service Coordinator who shares our vision and values. As a part-time employee, you'll have the flexibility to work from home or in our Nashville, TN office, depending on your preference.
Compensation, Perks, and Benefits
We offer a competitive hourly rate of $28 per hour, as well as a range of benefits and perks, including:
- Flexible work arrangements, including remote work options
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Access to our products and services at a discounted rate
- Recognition and rewards for outstanding performance
How to Apply
If you're passionate about delivering exceptional customer experiences and want to join a dynamic and innovative company, we encourage you to apply for this role. Please submit your resume and a cover letter explaining why you're the perfect fit for this position. We can't wait to hear from you!
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