Experienced Director of Customer Service – Omni-Channel Customer Experience Leader for arenaflex

Introduction to arenaflex

arenaflex is revolutionizing the way consumers interact with credit, making it more transparent, honest, and customer-friendly. By providing the flexibility to buy now and pay later without hidden fees or compounding interest, arenaflex is changing the financial services landscape. As a leader in the fintech space, arenaflex proudly prioritizes customer satisfaction and experience, ensuring that every interaction with the brand is positive and empowering.

Job Overview

We are seeking an exceptional Director of Customer Service to lead our customer care teams in delivering world-class, omni-channel customer experiences. Reporting to the Vice President of Customer Operations, you will be responsible for crafting a culture of customer delight, driving exceptional customer satisfaction, and positively impacting our Net Promoter Scores. As a seasoned leader, you will develop and implement strategies to shift our focus from traditional call center metrics to customer-centric thinking, solving problems, and demonstrating care for our customers.

Key Responsibilities

• Develop a high-performing team by defining talent needs, building a diverse team, and retaining top talent through empowerment, trust, and support
• Lead the scaling of the team in a hyper-growth environment, managing change resilience and minimizing performance impacts
• Accountable for the day-to-day operations and performance of our Customer Care teams, including qualitative and quantitative targets to improve overall customer experience and productivity
• Consistently improve the Customer Experience across our key channels and products using insights from NPS, CSAT, CES, and other identified metrics
• Deliver on defined Objectives and Key Results (OKRs) and performance measures against company goals
• Use strong presentation and communication skills to report findings and recommendations to Leadership and business leadership teams
• Stay ahead of industry developments and apply best practices to areas of improvement
• Identify and implement strategic changes in the team to generate efficiencies and drive better customer experiences while ensuring regulatory and compliance requirements are met

Essential Qualifications

To be successful in this role, you will have:

• 7+ years of experience in a management or leadership position, preferably in the financial services, fintech space, or sophisticated operational or transactional processing role
• A proven track record of delivering extremely high levels of satisfaction across a customer base while driving operational efficiencies
• Experience in building world-class teams by developing empathetic people managers and a team of customer advocates and product evangelists
• Strong customer empathy and service level focus
• Ability to thrive in a fast-paced environment with constant change and a rapidly growing team
• Forward-thinking approach with the ability to problem-solve sophisticated issues to drive shared goals and outcomes across internal and external teams

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience working in an omni-channel customer service environment
• Knowledge of industry-leading customer service platforms and tools
• Experience with data analysis and performance metrics to drive decision-making
• Certifications or training in customer service, leadership, or a related field

Skills and Competencies

To excel in this role, you will possess:

• Strong leadership and management skills, with the ability to motivate and inspire teams
• Excellent communication and presentation skills, with the ability to effectively communicate with various stakeholders
• Strong problem-solving and analytical skills, with the ability to drive data-driven decisions
• Ability to work in a fast-paced environment with multiple priorities and deadlines
• Strong customer focus and empathy, with a passion for delivering exceptional customer experiences

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Director of Customer Service, you will have access to:

• Professional development opportunities, including training and certifications
• Mentorship and coaching from experienced leaders
• Opportunities to work on cross-functional projects and collaborate with various teams
• A culture of innovation and experimentation, with the freedom to try new things and learn from failures

Work Environment and Company Culture

arenaflex is a remote-first company, with a culture that prioritizes flexibility, autonomy, and collaboration. As a Director of Customer Service, you will be part of a dynamic team that values:

• Diversity, equity, and inclusion, with a commitment to creating a welcoming and inclusive environment for all employees
• Customer obsession, with a focus on delivering exceptional customer experiences
• Innovation and experimentation, with a willingness to try new things and learn from failures
• Collaboration and teamwork, with a culture of open communication and mutual respect

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A salary range that reflects your experience and qualifications
• A comprehensive benefits package, including health, dental, and vision insurance
• A 401(k) matching program, with a generous company match
• Flexible paid time off, with the ability to take time off when you need it
• Access to professional development opportunities, including training and certifications

Conclusion

If you are a motivated and experienced customer service leader looking to join a dynamic and innovative company, we encourage you to apply for this exciting opportunity. As a Director of Customer Service at arenaflex, you will have the chance to make a real impact on our customers' lives, while growing and developing your skills in a supportive and collaborative environment. Don't miss out on this opportunity to join our team and help shape the future of customer experience at arenaflex. Apply now!