Experienced Customer Service Learning & Development Specialist – Driving Customer Retention and Employee Growth at arenaflex
At arenaflex, we're revolutionizing the retail and technology landscape by challenging conventional norms and delivering high-quality products at affordable prices. Our mission is built on a foundation of customer-centricity, quality, and innovation. We're seeking a highly motivated and experienced Learning & Development Specialist to join our Customer Care team, driving continuous improvement in customer service and employee growth.
Our Story
arenaflex was founded on the principle of making luxury accessible to everyone. We're committed to creating products that not only meet but exceed customer expectations, while maintaining a strong focus on sustainability and social responsibility. Our team is comprised of world-class talent from top institutions, including Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, and Nike.
Our Values
At arenaflex, we're guided by a set of core values that shape our approach to customer service and employee development:
- Customer First: We prioritize customer satisfaction above all else, ensuring that every interaction is personalized and exceptional.
- High Quality: We're committed to delivering products that meet the highest standards of quality, using premium materials and sustainable production methods.
- Essential Design: We curate the best products, avoiding trends and focusing on timeless design that resonates with our customers.
- Always a Better Deal: We innovate and prioritize price transparency to offer the best deals to our customers and factory partners alike.
- Environmentally and Socially Conscious: We're dedicated to reducing our environmental footprint and promoting fair wages for factory workers.
Key Responsibilities
As our Learning & Development Specialist, you'll be responsible for designing, building, and iterating engaging learning experiences using multiple modalities (in-person, virtual, self-paced, blended). You'll standardize and customize curriculum across programs, ensuring materials remain consistent, relevant, and high-quality. Additionally, you'll serve as a subject matter expert on Gladly and Customer Care workflows, providing expertise and guidance to peers and team members.
Facilitation & Coaching
You'll lead the end-to-end new hire onboarding experience, enabling agents to ramp quickly and perform with confidence from day one. You'll deliver training sessions using a variety of techniques, including storytelling, role-play, scenario-based learning, and microlearning. You'll also conduct knowledge checks, quality audits, and refresher sessions to assess learning retention and close skill gaps. Furthermore, you'll provide individual and group coaching with actionable feedback that reinforces skills and improves customer experience outcomes.
Performance & Program Improvement
You'll track and analyze new hire performance, attrition, and learning outcomes to drive continuous program improvement. You'll leverage customer feedback and DSAT data to refine training programs, reducing dissatisfaction and increasing retention. You'll also implement innovative, data-driven learning solutions that enhance engagement, reduce DSAT, and increase customer retention.
Essential Qualifications
To succeed in this role, you'll need:
- A Bachelor's degree or equivalent experience
- 4-6 years of experience in training, learning, or talent development roles
- Experience designing and delivering ILT, VILT, WBT, microlearning, and social learning programs
- Strong facilitation and coaching skills, with the ability to adapt to different audiences and contexts
- Technical and operational fluency with CMS, LMS, and hands-on experience using generative AI tools to support learning design and delivery
- Strong data literacy, with the ability to interpret performance metrics and translate insights into actionable training improvements
- Proven ability to prioritize, problem solve, and manage multiple projects in a fast-paced environment
- Ability to give and receive feedback constructively and communicate effectively in writing
Preferred Experience
While not required, experience in contact center operations and workflows, certification in instructional design, facilitation, or adult learning principles, and experience delivering performance feedback and coaching at all levels are highly desirable.
Compensation & 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. Our pay range is $73,000 - $102,000 USD.
Equal Employment Opportunity
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
We're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, arenaflex emphasizes 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. If you're passionate about customer service, employee growth, and innovation, we encourage you to apply to this exciting opportunity at arenaflex. Apply for this job