Customer Service Operations Coordinator – Remote & On‑Site Hybrid Role Driving Data‑Driven CX Excellence at arenaflex

About arenaflex – Redefining Luxury Through Sustainable Innovation

arenaflex is a fast‑growing leader in the premium apparel space, delivering the world’s finest cashmere and other luxury textiles at an accessible price point. Since its founding in 2013, arenaflex has built a reputation for transparency, sustainability, and a deep connection with its customers. The brand’s DNA blends timeless craftsmanship with modern design, creating pieces that are both soft and durable. With three distinct brands under its umbrella, arenaflex is expanding its global footprint, investing in technology, and continuously enhancing the customer journey.

Why This Role Matters

At arenaflex, the customer experience is the heart of the business. The Customer Service Operations Coordinator plays a pivotal role in ensuring that every interaction—whether via email, chat, or phone—reflects the brand’s commitment to quality and care. This position sits at the intersection of customer support, warehouse logistics, and data analytics, providing a unique opportunity to influence both operational efficiency and strategic decision‑making.

Role Overview

Reporting to the Senior Customer Service Agent, you will partner closely with the warehouse team, the internal support platform (formerly known as Caltastic), and cross‑functional stakeholders to streamline ticket handling, monitor service level agreements, and translate data insights into actionable improvements. The role is primarily remote, but occasional on‑site attendance is required to align with arenaflex’s policy on collaborative work.

Key Responsibilities

• Ticket Escalation Management: Collaborate with arenaflex’s support platform to ensure that escalated tickets are resolved promptly, and that all systems—including WMS, NetSuite, and Shopify—are synchronized.
• Service Level Monitoring: Track and enforce service level agreements (SLAs) for support agents, providing real‑time feedback and coaching.
• Quality Assurance: Partner with the Senior Customer Service Agent to audit weekly and monthly email and chat communications, guaranteeing adherence to brand tone and compliance standards.
• Liaison Functions: Act as the primary conduit between customers and warehouse operations, troubleshooting order issues, managing returns, and addressing oversold inventory situations.
• AI Agent Oversight: Work with the AI‑driven support bot to verify accurate responses, refine knowledge‑base articles, and ensure tickets are properly routed.
• Reporting & Analytics: Design, generate, and distribute comprehensive weekly and monthly performance reports that highlight key metrics such as first‑contact resolution, average handling time, and customer satisfaction scores.
• Project Ownership: Lead ad‑hoc initiatives—ranging from process redesign to system integrations—and represent the customer service function in cross‑departmental meetings.
• Continuous Improvement: Conduct root‑cause analyses on recurring issues, develop corrective action plans, and track the impact of implemented solutions.

Essential Qualifications

• Minimum of 1 + year experience in a customer‑facing role within a call center, retail, or hospitality environment.
• Demonstrated ability to manage and improve customer service teams using data‑driven methods, including proficiency in Excel for trend analysis and root‑cause investigation.
• Strong organizational skills with meticulous attention to detail.
• Excellent written and verbal communication skills, capable of influencing cross‑functional partners.
• Problem‑solving mindset with a track record of delivering creative, customer‑centric solutions.
• Comfortable thriving in a fast‑paced, start‑up atmosphere while juggling multiple priorities.

Preferred Qualifications & Technical Skills

• Experience with Zendesk or comparable ticketing platforms.
• Familiarity with fraud prevention best practices and the ability to handle sensitive customer data discreetly.
• Proficiency in Microsoft Office Suite, Google Workspace (Gmail, Docs, Sheets), and basic CRM tools.
• Exposure to e‑commerce systems such as Shopify, NetSuite, or similar WMS platforms.
• Ability to work extended hours on a computer and adapt to flexible scheduling, including occasional weekend coverage.

Core Competencies for Success

• Analytical Acumen: Ability to interpret data, spot trends, and translate findings into strategic recommendations.
• Collaboration: Skilled at building relationships across departments—warehouse, tech, marketing, and finance—to drive unified outcomes.
• Customer Empathy: Deep understanding of the customer journey, with a focus on delivering memorable, brand‑aligned experiences.
• Adaptability: Quick to learn new tools, processes, and industry best practices, staying ahead of evolving customer expectations.
• Leadership Potential: Demonstrated capacity to mentor junior agents, lead projects, and influence process improvements.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Customer Service Operations Coordinator, you will have access to:

• Mentorship from senior leaders in customer experience and operations.
• Internal training programs covering advanced analytics, AI‑driven support, and e‑commerce logistics.
• Opportunities to transition into senior managerial roles, product operations, or data‑analytics pathways as the organization scales.
• Cross‑departmental exposure that equips you with a holistic view of the business, positioning you for future leadership positions.

Work Environment & Culture at arenaflex

arenaflex fosters a culture of transparency, creativity, and inclusivity. Employees are encouraged to voice ideas, challenge the status quo, and take ownership of their projects. The company values work‑life balance, offering remote flexibility while maintaining a collaborative on‑site presence for strategic initiatives. Diversity, equity, and sustainability are woven into the fabric of everyday operations, reflecting the brand’s commitment to ethical luxury.

Compensation, Perks & Benefits

While specific salary details are tailored to experience, arenaflex offers a competitive compensation package that includes:

• Comprehensive medical, dental, and vision coverage.
• 401(k) plan with employer match to support long‑term financial security.
• Generous paid time off: 15 vacation days, 5 personal days, and 5 sick days annually.
• Flexible work schedule with the possibility of remote work, balanced by occasional on‑site collaboration days.
• Employee discount on arenaflex products, allowing staff to experience the brand’s quality firsthand.
• Professional development stipend for courses, certifications, or conferences.
• Wellness programs, including mental‑health resources and virtual fitness classes.

How to Apply

If you are passionate about elevating the customer experience, love digging into data to uncover insights, and thrive in a dynamic, purpose‑driven environment, arenaflex wants to hear from you. Join a team that values craftsmanship, sustainability, and innovative thinking.

Apply Now – Start Your Journey with arenaflex!