Customer Experience & Digital Support Specialist – Global E-Commerce Customer Care & Live Chat Operations at arenaflex

Join arenaflex – Become the Voice of Our Global Online Experience

At arenaflex, we believe that every customer interaction is more than a transaction — it is a meaningful conversation, a chance to delight, and an opportunity to build lasting relationships. As a globally minded brand operating at the intersection of fashion, retail, and digital commerce, arenaflex serves thousands of customers across multiple regions every single day. Our online presence is the digital front door of our brand, and the people who stand behind that door define the experience our customers remember.

We are looking for a polished, articulate, and empathetic professional to join our Customer Experience team as a Customer Experience & Digital Support Specialist. This role sits at the heart of our e-commerce operations, supporting customers across live chat, email, inbound phone calls, and social media channels. If you are the kind of person who genuinely enjoys helping others, communicates with grace under pressure, and takes pride in delivering service that exceeds expectations, we want to hear from you.

About the Role

The Customer Experience & Digital Support Specialist is the frontline ambassador for arenaflex online. You will be responsible for capturing, reporting, and resolving customer feedback across our digital channels, ensuring that every shopper feels heard, valued, and supported. From helping a customer locate their nearest retail store to resolving a complex order issue, your role is central to delivering a seamless and enjoyable customer journey.

This position is ideal for someone who thrives in a fast-paced, multitasking environment and who views customer service not as a reactive function, but as a proactive craft. You will work closely with our Content, Marketing, Digital, Trade, and Retail teams, providing insights that help shape how arenaflex presents itself online. Your feedback and observations will directly influence product descriptions, website content, and the overall customer experience strategy.

Key Responsibilities

• Customer Communication Management: Respond to customer inquiries across multiple channels including email, live chat, inbound phone calls, and social media platforms, ensuring all responses are timely, professional, and aligned with arenaflex service standards.
• Service Resolution Excellence: Strive to achieve 100% service resolution within 24 hours, actively following up on outstanding issues and ensuring customers receive complete and satisfactory outcomes.
• KPI Performance: Meet and exceed daily, weekly, and monthly key performance indicators related to response times, resolution rates, customer satisfaction scores, and quality of communication.
• Content Collaboration: Work closely with the Content team to provide feedback on product descriptions, language, and customer-facing information, identifying keywords to use or avoid based on real customer interactions.
• Store Locator Stewardship: Serve as the gatekeeper and editor for the arenaflex Store Locator service, ensuring global customers can easily find their nearest physical retail location.
• Cross-Functional Liaison: Collaborate with internal stakeholders including Marketing, Digital, Trade, and Retail teams to resolve customer issues, share insights, and continuously improve the end-to-end customer experience.
• Order Fulfilment Support: Assist in managing order fulfilment processes by following up with customers, logistics partners, and management to ensure smooth delivery and resolution of any shipping concerns.
• Problem Solving & Escalation: Proactively identify recurring customer pain points, develop solutions, and escalate complex issues appropriately to ensure full complaint resolution.
• Ad Hoc Duties: Undertake additional projects and tasks as directed by the CX Manager and Coordinator to support broader team and business objectives.

Essential Requirements

• Outstanding Communication Skills: Exceptional verbal and written communication abilities, with a natural capacity to phrase conversations in a positive, calm, and professional manner at all times.
• Customer-Centric Mindset: A genuine desire to exceed customer expectations and act as a proud ambassador for the arenaflex online brand.
• Patience & Attentiveness: A naturally patient demeanor with the ability to put people at ease, even during challenging interactions.
• Multitasking Ability: Proven capability to manage multiple customer conversations and tasks simultaneously without compromising quality.
• Time Management: Strong ability to manage and prioritise your own workload, delivering consistently on schedule while remaining calm under pressure.
• Accountability: A high degree of personal accountability, with the ability to take direction and work effectively with minimal supervision.
• Team Player Mentality: Collaborative spirit with respect for established procedures, business requirements, and the contributions of colleagues.
• Technical Adaptability: Willingness and ability to learn new software programs quickly, with a strong foundation in customer ticketing or service systems such as Zendesk or similar platforms.
• Analytical Thinking: Strong analysis and problem-solving skills, with the ability to record information accurately and produce timely, insightful reports.
• E-Commerce Understanding: Solid understanding of customer service ethos, online shopping experiences, and general e-commerce best practices.

Preferred Qualifications & Desirable Skills

• Knowledge of Futura or similar enterprise systems is highly desirable.
• Experience with Shopify+ or comparable e-commerce platforms is a strong advantage.
• Prior experience in a customer-facing role within retail, fashion, beauty, or lifestyle e-commerce is preferred.
• Familiarity with international customer service operations and multi-regional retail environments is a plus.
• Experience working with social media customer service channels and online community management.

Skills & Competencies for Success

To excel in this role, you will bring a blend of emotional intelligence, technical aptitude, and commercial awareness. You will be naturally goal-oriented, capable of handling surprises with poise, and committed to continuous improvement. The ideal candidate possesses excellent product knowledge, a sharp eye for detail, and the ability to anticipate customer needs before they arise. You will demonstrate respect for procedures while also contributing ideas that elevate the customer experience. Above all, you will embody the arenaflex culture commitments and serve as a positive role model within the team.

Your Career Path at arenaflex

This role offers exceptional exposure across the entire online operations ecosystem. Depending on your success, skill development, and career aspirations, you will have the opportunity to grow into specialised areas including:

• Service Delivery Management: Lead initiatives that streamline and elevate the customer support function.
• Fulfilment Management: Oversee order processing, logistics coordination, and supply chain customer touchpoints.
• Content Management: Shape the language, descriptions, and presentation of products across our digital platforms.
• Customer Engagement Coordination (EDM): Design and execute email marketing and direct customer engagement campaigns.

At arenaflex, we invest in our people. From day one, you will be supported with hands-on training, mentorship from experienced leaders, and opportunities to expand your skill set across multiple disciplines within the digital commerce space.

Work Environment & Company Culture

arenaflex is more than a workplace — it is a community of passionate individuals united by a shared commitment to excellence, creativity, and customer delight. Our culture is built on collaboration, respect, and a relentless drive to improve. We celebrate diversity of thought, encourage innovation, and believe that every team member has a valuable contribution to make.

Our Support Team operates in a hands-on, productive, and dynamic environment where no two days are the same. You will work alongside dedicated professionals who take pride in their craft and who support one another to achieve shared goals. We foster open communication, recognise outstanding contributions, and create space for both professional and personal growth.

Dress Code & Professional Presentation

In presenting an image that reflects the professionalism of the arenaflex brand, the Support Team is expected to maintain a smart casual, business-appropriate appearance. As a representative of our brand, you will always dress up rather than dress down, in alignment with our internal Style Guide.

Compensation, Perks & Benefits

While specific compensation will be discussed during the interview process and tailored to reflect your experience and qualifications, arenaflex offers a competitive remuneration package designed to attract and retain top talent. Our benefits typically include opportunities for professional development, a supportive team environment, exposure to global e-commerce operations, and the chance to build a meaningful career within a growing international brand. Additional perks may include staff discounts, wellness initiatives, and recognition programs that celebrate exceptional performance.

Why You Should Apply

If you are searching for a role where your communication skills, empathy, and problem-solving abilities will be truly valued, this is the opportunity for you. As a Customer Experience & Digital Support Specialist at arenaflex, you will not just answer questions — you will shape the way customers experience our brand across the globe. Every conversation you have will contribute to our mission of delivering exceptional service and building lasting customer loyalty.

We are looking for individuals who are not only skilled but also passionate about creating positive experiences. If you are calm under pressure, naturally attentive, committed to excellence, and eager to grow within a thriving global brand, we encourage you to take the next step in your career with arenaflex.

Ready to make a difference? Apply today and become part of the arenaflex story.