**Experienced Customer Service Training Specialist – Driving Customer Experience Excellence at arenaflex**

At arenaflex, we're revolutionizing the retail and technology landscape by challenging the status quo and delivering high-quality products at unbeatable prices. Our mission is to create a seamless customer experience that sets us apart from the competition. We're now seeking an exceptional Customer Service Training Specialist to join our team and play a pivotal role in shaping the future of customer experience excellence. **About arenaflex** arenaflex is a retail and technology company co-founded by a team of visionary leaders with extensive experience in retail, technology, and building early-stage companies. Our team is comprised of world-class talent from top institutions, including Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, and Nike. We're committed to sustainable materials, sustainable production methods, and fair wages for factory workers, making us a leader in environmentally and socially conscious practices. **Job Summary** We're seeking a high-energy, customer-first oriented Training Instructor to support our Customer Care New Hire On-Boarding, Training, and ongoing development of our team. The ideal candidate will have a background in customer service and customer retention, with a proven track record of continuous improvements in their previous roles through utilizing data, multiple adult learning modalities, and continuous team member development. **Key Job Responsibilities** * Coordinate New Hire on-boarding documentation and candidate on-boarding experience to ensure a seamless transition into the arenaflex team * Support New Hire Training through leading learning sessions utilizing a variety of modalities, including instructor-led training, e-learning, and on-the-job training * Quality audit and knowledge check program weekly to identify knowledge gaps and development needs among team members * Track, measure, and analyze 2025 new hire performance, attrition, and knowledge gaps to continuously improve training material and program effectiveness * Implement new modalities that improve customer experience measured by the decrease in agent-driven DSATs and increased customer retention * Schedule and deliver all ongoing team continuous education sessions to ensure team members stay up-to-date with the latest industry trends and arenaflex best practices * Support the Customer Care organization on the creation and improvement of Training materials, where needed * Actively seek ongoing skill development opportunities to stay ahead of the curve in customer service and training * Become a Gladly conversation and Customer Care workflow SOP expert to provide expert guidance and support to the team * Ability to solve problems quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve * Demonstrate arenaflex values and operating principles, prioritizing the Customer First mentality in all interactions and decisions **Basic Qualifications** * Bachelor's Degree * 3+ years of experience in Training/Learning development * Experience delivering training/information to peers, hourly team members, and senior management, both individually and in groups * Proficiency in computer usage * Willingness to work different shifts as needed * Ability to balance and prioritize multiple tasks * Ability to solve problems quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve **Preferred Experience** * Understanding of contact center processes and flow * Certification or greater in Instructional design and adult learning * Prior experience in contact center management or leadership * Evidence of ability to prioritize, manage, and complete projects with tight deadlines * Experience delivering messages related to performance * Ability to give and receive feedback effectively * Ability to adapt to a fast-paced environment with changing circumstances, direction, and strategy * Desire to thrive in a dynamic, growing environment * Previous Kaizen/Continuous Improvement experience **What We Offer** * Competitive salary range: $60,000 - $65,000 USD * Bonus eligibility varies by role and is determined based on the position's impact and contribution to our strategic goals * Opportunities for career growth and professional development in a dynamic, growing environment * Collaborative and supportive team environment with a focus on customer experience excellence * Comprehensive benefits package, including medical, dental, and vision insurance * Paid time off and holidays * Access to cutting-edge technology and tools to support your success **Why Join arenaflex?** * arenaflex is a leader in environmentally and socially conscious practices, making a positive impact on the world * Our team is comprised of world-class talent from top institutions, providing opportunities for growth and development * We're committed to innovation and continuous improvement, always pushing the boundaries of what's possible * Our customer-centric approach ensures that every interaction is a positive experience for our customers * arenaflex is a dynamic, growing company with opportunities for advancement and professional development **How to Apply** If you're a motivated, customer-focused individual with a passion for training and development, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you! **Security Advisory** arenaflex is committed to recruiting top talent who share our drive for innovation. To safeguard candidates, we emphasize legitimate recruitment practices. Initial communication is primarily via official arenaflex email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means. Apply for this job