At arenaflex, we're on a mission to revolutionize the craft industry by delivering unparalleled customer experiences that drive loyalty, retention, and revenue. As a strategic, data-driven, and tech-savvy Director of Customer Experience, you'll play a pivotal role in shaping our customer-first mindset and elevating every interaction. If you're a seasoned leader with a passion for crafting exceptional experiences, we want to hear from you.
**About arenaflex**
arenaflex is a market leader in the craft industry, renowned for its commitment to quality, innovation, and customer satisfaction. With a strong presence in Vancouver, WA, and a growing team of dedicated professionals, we're poised for continued growth and success. Our company culture is built on a foundation of collaboration, empathy, and a shared passion for delivering exceptional experiences.
**The Role**
As our Director of Customer Experience, you'll lead the charge in developing and implementing a modern, scalable CX strategy that drives business growth and customer satisfaction. You'll oversee a dedicated team, collaborate cross-functionally with operations, marketing, product, and sales, and use both data and empathy to improve service delivery, engagement, and satisfaction. This is a high-impact role for someone who's part strategist, part maker – ready to roll up their sleeves and craft exceptional experiences that drive loyalty, retention, and revenue.
**Key Responsibilities**
* Lead, mentor, and grow CX team across multiple craft brands
* Own team hiring, development, structure, and performance management
* Coach and develop supervisors
* Evaluate and optimize our Zendesk setup; build automation, views, macros, and reporting
* Lead the design and implementation of CSX AI tools to improve efficiency and personalization
* Build a customer-friendly returns process from the ground up
* Define, track, and improve key KPIs: CSAT, resolution time, one-touch resolution, repeat purchase rate
* Deliver clear, actionable performance reports to leadership – without fluff
* Collaborate across ops, brand, marketing, and finance to improve the full customer journey
* Improve NetSuite + Zendesk & Shopify + Zendesk integration and support team in using both systems more effectively
* Spearhead the launch of Live Chat and help define a cost-efficient, high-touch service model
* Constantly seek ways to do more with less: increasing quality and connection without overspending
**Success in This Role Looks Like**
* KPIs are clearly defined, tracked, and visible – and team performance improves quarter over quarter
* The team is trained, engaged, and aligned with business goals
* Our CSAT scores hit 98%+, with a noticeable lift in repeat purchase rate and CX-driven conversion
* Customers describe our service as the best in the industry
* You've created a high-performing team that's both human and efficient – and you're proud of them
**Requirements**
* 5–8+ years leading CX teams in fast-paced eCommerce or DTC brands
* Deep experience with Zendesk (admin level) and CX-focused AI tools
* Proven ability to coach managers and build scalable team structures
* Strong data literacy – you can build dashboards, find patterns, and make them actionable
* Experience working with NetSuite, Shopify, and support teams on operational tools
* Track record of launching new channels (like live chat) and building systems from scratch
* A customer-first mindset, but you understand that happy customers = business growth
**You'll Thrive Here If You**
* Lead with curiosity, not ego
* Love building things, not just maintaining them
* Enjoy helping people grow – especially other leaders
* See service as a key driver of brand, loyalty, and revenue
* Want to build something best-in-class – affordably
**Benefits**
Our compensation package is designed to match industry standards and account for factors like your geographical location, expertise, and years of experience. In addition to a competitive salary, you'll be eligible for the company's bonus plan and a wide range of benefits.
* Starting pay range: $80,000 to $90,000 per year
* Multiple medical, dental, and vision plan options after 30 days (with company contributions to the premium costs)
* Healthcare Savings and Flexible Spending Accounts
* Company-paid Life, Short- and Long-Term Disability benefits
* 401(k) Retirement Savings Plan with Employer Match
* Generous paid time off and holiday pay policies
* Employee discounts at all arenaflex companies!
**How to Apply**
If you're a seasoned leader with a passion for crafting exceptional experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear your story and explore how you can join our team at arenaflex.