**Experienced Full Stack Customer Experience Manager – B2B Business Development and Operations**

At arenaflex, we're on a mission to empower chefs to nourish the world, and we're looking for a talented and experienced Customer Experience Manager to join our B2B team. As a key member of our fast-paced and innovative team, you'll be responsible for delivering exceptional customer experiences across our corporate clients, driving business growth, and helping us achieve our ambitious goals. **About arenaflex** arenaflex is a pioneering food delivery platform that connects the world with the source of truly great food: chefs. Founded in 2018, we've grown to deliver 35 million meals a year from the industry's best chefs to homes across the country. Our mission is to empower chefs to nourish the world, and we're expanding beyond delivery to become an ever-innovating marketplace focused on this singular goal. **About the Team** Our B2B team operates like a startup within arenaflex, charting a bold new path by bringing exceptional culinary experiences to businesses, organizations, and their employees. As a Customer Experience Manager, you'll report directly to the Head of B2B, with the opportunity to hire, train, and manage sales representatives in your vertical. You'll work closely with the Head of B2B, sales, marketing, and product teams to drive strategy and execution. **The Role** As the Customer Experience Manager, B2B, you'll own the full client experience journey for our corporate customers across our Cold Meal and Smart Fridge product lines. Your goal is to deliver an exceptional, scalable, and human experience that delights and engages our clients. You'll work closely with Sales, Ops, Product, and Support teams to build systems, gather insights, and elevate customer delight. **Responsibilities** * **Customer Experience Strategy & Execution** + Manage and continuously improve the full B2B customer support journey (Zendesk, chat, email, feedback channels) + Oversee issue resolution flow and coordinate cross-functional responses to maintain high-quality service standards + Manage customer support and its customer support agents + Own customer satisfaction KPIs such as CSAT, response/resolution times, and ticket categories * **Onboarding & Menu Planning (Smart Fridge Only)** + Collaborate with Sales, AM, and Ops to create onboarding plans and Smart Fridge menus customized to each client's needs and facility capabilities + Lead the onboarding process for new Smart Fridge users, ensuring a seamless and high-touch implementation and activation * **Customer Feedback & Insights** + Track issue types, support themes, and friction points; compile monthly reports and recommendations + Review post-activation and quarterly client surveys gathered by accounts managers to review insights on satisfaction and areas of improvement + Proactively identify accounts showing friction and flag them to Sales or Account managers * **Field Launch Event & Tasting Coordination** + Create the Tasting Experience for Smart Fridge products: coordinate and execute tastings with new clients or prospects + Manage logistics, menu curation, and guest experience for each event + Collect feedback and track activation metrics such as attendance, conversion rate, and NPS + Partner with Sales or AM to follow up and turn tastings into successful activations * **Support Upsell Readiness (without owning sales)** + Track satisfaction signals and account health, and surface upsell opportunities to Account Managers + Partner with internal stakeholders to ensure we're creating long-term value for key clients **Minimum Requirements** * 4+ years in customer experience, hospitality, account management, or a client-facing role * Experience managing support tools (Zendesk) and customer satisfaction programs (CSAT, NPS) * Hospitality background preferred, with proven ability to delight and engage clients * Analytical mindset and ability to extract actionable insights from feedback and data * Strong project management and cross-functional collaboration skills * Excellent written and verbal communication skills * Familiarity with tools such as Google Workspace, Typeform/Tally (or other survey platforms), and basic automation platforms (Zapier, Airtable, Notion, etc.) * Tech-savvy and excited to help scale operations through systems and process improvements * Demonstrated empathy and a customer-first mindset **Benefits** * Health Insurance coverage * 401k Plan * PTO policy and paid sick days / Unlimited PTO * 5-year Sabbatical: After 5 years with arenaflex, you get a 4-week paid sabbatical * Family leave: 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid * Compassionate Leave: 3-5 days each time the need arises * A generous amount of arenaflex credits to enjoy our amazing meals, added to your account, monthly * Wellness perks: access to a nutritional coach and fitness subsidies to build a healthy lifestyle * Personalized Spanish coach **Compensation** * All final pay rates will be determined by the candidate's experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. * Pay Range for this position: $130,000 - $150,000 OTE per year. If you're interested in this role, please submit your application and if we think you might be a fit, we'll get in touch with you. Thank you for your time! **Equal Opportunity Employer** arenaflex is an Equal Opportunity Employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability. Apply for this job