**Head of Customer Service – Subscription Ecommerce Brand at arenaflex**

At arenaflex, we're revolutionizing the health and wellness industry by delivering conscious, high-quality, and innovative supplement products that empower everyday consumers to live their best lives. Our mission is to drive positive change in the health of our customers, and we're committed to delivering exceptional customer experiences that exceed their expectations. As a fast-growing supplement brand operating across Amazon, DTC (Shopify), and TikTok Shop, we're building an elite customer service team to scale support operations efficiently at high volume without sacrificing quality. We're seeking an exceptional A-player Head of Customer Service to take full ownership of our CS department and help us scale to the next level. This is a high-responsibility, high-autonomy role reporting directly to the founders, offering direct access to the decision-makers and a unique opportunity to shape the future of our customer experience. **Your Mission:** As the Head of Customer Service, you'll be responsible for owning the customer service function end-to-end, ensuring our customers receive world-class support while driving key KPIs like CSAT, Trustpilot rating, response time, and retention. You'll manage a large remote team, hire and develop talent, fix broken systems, and continuously improve performance. Your mission is to create a high-performance culture that delivers exceptional customer experiences, drives business growth, and sets arenaflex apart from the competition. **Responsibilities:** • Lead and manage our CS team of ~40 agents and 5 Team Leads, fostering a culture of ownership, accountability, and continuous improvement. • Audit and optimize performance daily via ticket reviews, SOP updates, and clear feedback loops, ensuring our customers receive timely and effective support. • Hire, onboard, train, and if necessary, fire agents and Team Leads to maintain a high-performance culture, focusing on skills, attitude, and cultural fit. • Build, track, and report on key CS metrics: CSAT, Trustpilot score, refund rate, chargeback rate, first response time, and oldest ticket age, using data to inform decisions and drive improvements. • Proactively identify issues within tickets, processes, or systems and develop action plans with Team Leads to resolve them, ensuring our customers receive seamless support. • Improve customer retention and satisfaction through better systems, coaching, and support experiences, driving business growth and revenue. • Provide daily reports to founders, including key wins, fires, and areas of focus, ensuring transparency and accountability. • Hold Team Leads accountable to their numbers, quality standards, and process adherence, fostering a culture of ownership and responsibility. • Drive continuous improvements in response speed, quality, tone, and policy application, ensuring our customers receive exceptional support. • Ensure all SOPs are up to date and followed rigorously, maintaining a high level of quality and consistency. • Collaborate with our tech, ops, and product teams to fix underlying issues impacting customers, ensuring seamless support and driving business growth. **Our Tech Stack:** • Richpanel (CRM) • Shopify • Recharge and Checkout Champ (subscriptions) • Stripe (payments) • Slack and WhatsApp for team comms **KPIs You Will Own:** • Trustpilot Score: 4.5+ • CSAT Score: 4.0+ • First Response Time: Under 8 hours • Oldest Ticket: Under 1 day • Agent Productivity: 80+ tickets/day per agent • Refund and Chargeback Rates: Kept within acceptable thresholds **What We Are Looking For:** • Proven experience managing large customer service teams (30+ agents), with a track record of improving KPIs and customer satisfaction. • Experience with high-volume DTC eCommerce, especially in a subscription-based business, with a deep understanding of the industry and its challenges. • Strong analytical skills with the ability to build and maintain dashboards and reports, using data to inform decisions and drive improvements. • High attention to detail and process-orientation, with a focus on quality and consistency. • Clear, direct communicator with high personal accountability, able to think critically and implement effective solutions fast. • Ability to think critically, spot problems, and implement effective solutions fast, with a focus on customer experience and business growth. • Comfortable working across multiple time zones and managing remote teams, with a focus on collaboration and communication. • Culture fit: proactive, action-biased, detail-obsessed, accountable, and customer-centric. **Why Join arenaflex:** • Direct access to founders of a high-growth supplement brand, offering a unique opportunity to shape the future of our customer experience. • Full operational autonomy in your department, allowing you to make decisions and drive improvements without bureaucratic red tape. • Performance-based recognition and advancement, with a focus on results and rewards. • No corporate red tape, just clear results and rewards, with a focus on customer experience and business growth. • Build, shape, and own the future of our customer experience, driving business growth and revenue. **This Role is Not for You If:** • You're looking for a task-based role with a fixed daily routine, without the autonomy to make decisions and drive improvements. • You need constant direction or step-by-step instructions to take action, without the ability to think critically and implement effective solutions. • You avoid difficult conversations or shy away from holding people accountable, without the ability to manage and develop a high-performance team. • You're uncomfortable making decisions that impact customer experience or revenue, without the ability to think critically and implement effective solutions. • You prefer to only "manage" without being in the trenches auditing tickets and systems, without the ability to drive improvements and deliver exceptional customer experiences. • You get overwhelmed in fast-paced environments where speed of execution is expected, without the ability to think critically and implement effective solutions fast. **How to Apply:** If you're an elite operator who thrives on ownership, solves problems without waiting to be asked, and has the hunger to build something world-class, we want to hear from you. This is not a cushy middle management job, this is a builder role for someone who takes pride in running a high-performance team. To stand out, answer all of the following questions in the application to the best of your ability and highlight how your past experience is applicable to this role. Include the code word: ExecutionFirst somewhere in your application. We will only review candidates who follow these instructions, it tells us you actually pay attention to details and directions. We can't wait to hear from you and explore how you can join our team and help us drive positive change in the health of our customers. Apply for this job