At arenaflex, we're not just building a team – we're crafting a community of passionate, driven individuals who share our commitment to excellence and innovation. As a seasoned Team Leader in our Online Customer Service department, you'll play a pivotal role in shaping the customer experience for our discerning clients. If you're ready to take your leadership skills to the next level and join a dynamic, forward-thinking organization, we invite you to explore this exciting opportunity.
**About arenaflex**
arenaflex is a global leader in the luxury industry, renowned for our commitment to innovation, creativity, and exceptional customer service. With a rich history dating back to 1946, we've built a reputation for excellence that's unmatched in our field. Our team of passionate professionals is dedicated to delivering unparalleled experiences for our clients, and we're seeking like-minded individuals to join our ranks.
**Job Description**
As an Online Customer Service Team Leader, you'll be responsible for leading, coaching, and inspiring a team of client service agents in a luxury digital environment. Your primary focus will be on driving individual and team performance, ensuring exceptional service quality and delivery, and fostering a positive and efficient work environment. You'll play a critical role in maintaining operational excellence, meeting key performance indicators (KPIs), and upholding the brand's standards of client care.
**Key Responsibilities**
* Lead, motivate, and support a team of online beauty consultants to achieve service, sales, and performance targets.
* Conduct regular 1:1s, team huddles, and performance reviews, in partnership with leadership.
* Set clear expectations, monitor productivity, and provide coaching and feedback.
* Foster a positive, inclusive, and high-performance team culture.
* Track and analyze team KPIs (e.g., response time, customer satisfaction, resolution rates, channel queues).
* Identify training needs and performance gaps; implement improvement plans as needed.
* Ensure compliance with call scripts, quality standards, and service procedures.
* Manage daily workflow, schedules, and resource allocation to maintain service level targets.
* Handle escalated customer issues, ensuring timely and satisfactory resolution.
* Collaborate with cross-functional teams to improve tools and processes as needed.
* Prepare and deliver team performance reports and actionable insights to leadership.
* Identify trends in customer inquiries and escalate opportunities for improvement.
* Identify and escalate any issues presented to leadership.
**Training & Development**
* Support onboarding of new agents and ongoing skill development for existing team members.
* Champion best practices, knowledge sharing, and continuous learning.
**Supervision Received**
* Senior Manager, Customer Service
**Supervision Exercised**
* Online Beauty Consultants (E-BC)
* High End Online Beauty Consultants (High End E-BC)
**Qualifications**
* Proven experience managing client service teams, with a strong understanding of customer service workflows and business processes.
* Background in the luxury or cosmetics industry, with experience serving high-value clients in demanding environments.
* Proficient across all client communication channels (phone, email, chat, social messaging, video).
* Strong commercial mindset with the ability to support product selection and drive conversions, especially in remote selling scenarios.
* Excellent communication skills, including strong elocution, storytelling, and writing abilities.
* Deep understanding of luxury service standards and the ability to coach a team to deliver them consistently.
* Tech-savvy, with the ability to use and adapt to multiple digital tools in a fast-evolving environment.
* Demonstrated resilience and sound judgment in managing team dynamics and complex client issues.
* Solutions-focused with a proactive, troubleshooting approach and ability to make clear recommendations.
**Additional Information**
* This job description is intended to cover the core accountabilities of the position and is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.
* Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
* All your information will be kept confidential according to EEO guidelines.
* arenaflex uses the published salary range as a guideline to provide our employees with market-competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance, and tenure.
* While the published salary range is a good faith reflection of the targeted salary level for the position, arenaflex reserves the right to pay outside of the published range of $70,000-$80,000.
**Expected Salary**
* $70,000 - $80,000 per year
**Location**
* Jersey City, NJ
**Why Join arenaflex?**
* Opportunity to work with a global leader in the luxury industry
* Collaborative, dynamic work environment with a passionate team
* Comprehensive training and development programs to support your growth and success
* Competitive salary and benefits package
* Chance to make a meaningful impact on the customer experience and drive business results
**How to Apply**
If you're a motivated, results-driven leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!