Director of Customer Experience – Global Resale Marketplace

Join arenaflex in our mission to revolutionize consumer shopping behavior and create a more sustainable future for our planet. 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 positive impact on the environment and are excited about the prospect of joining a rapidly growing company, come and be a part of our journey. We're projected to grow 3X faster than the overall global apparel market and reach $350 Billion globally by 2028. This is an incredible opportunity to be part of a dynamic team that's shaping the future of consumer shopping behavior.

About arenaflex

arenaflex is a Series B company backed by renowned investors, including Lightspeed Venture Partners, Energize Capital, and Bain Capital Ventures. We've been recognized as Fast Company's #2 Most Innovative Company in Retail in 2024, and we're committed to challenging ourselves to create a more sustainable future for our planet. 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. The ideal candidate will have experience managing complex customer relationships, building scalable support processes, and representing the company in high-stakes enterprise customer meetings.

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 base pay and equity

• Comprehensive benefits package, including employee and dependent healthcare and 401(k) enrollment
• Opportunity to work with a dynamic team that's shaping the future of consumer shopping behavior
• Flexible work arrangements, including remote work options and occasional travel
• Professional development opportunities, including training and career growth
• Collaborative and inclusive company culture

How to Apply

If you're passionate about creating a positive impact on the environment and are excited about the prospect of joining a rapidly growing company, please submit your application, including your resume and a cover letter, to [insert contact information]. We consider applicants of all backgrounds and are committed to creating an inclusive and diverse workplace. Apply for this job