Senior Project Manager, Customer Care (Short-term Contract - Until Dec 2025)
At arenaflex, we're on a mission to make tech reliable, affordable, and better than new. As a global marketplace for refurbished devices, we're helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Our team is passionate about doing more with what we already have, and we're looking for a talented Senior Project Manager to join our Customer Care team.
About arenaflex
arenaflex is a global marketplace for refurbished devices, dedicated to making tech reliable, affordable, and better than new. We're committed to reducing our environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Our mission is simple: to do more with what we already have. With a fast-paced and friendly work environment, we're an international team working transversally to achieve our goals.
The Role
As a Senior Project Manager, Customer Care, you'll be responsible for defining and improving customer service processes to foster customer and seller satisfaction. You'll identify and size pain points encountered by our customers, define and design new processes or revamp existing ones, and establish policies and procedures in coordination with content, knowledge, and training, data, legal, and IT teams. You'll also maintain all customer service procedures and policies, define, launch, and manage POCs to solve customer issues, and analyze results to provide recommendations to the Tech team.
Key Responsibilities
- Define and improve customer service processes to foster customer and seller satisfaction - Identify and size pain points encountered by our customers (e.g., return process, order management process, etc.) - Define and design new processes or revamp existing ones balancing customer experience and seller experience, while ensuring costs remain under control - Establish policies and procedures in coordination with content, knowledge, and training, data, legal, and IT teams - Maintain all customer service procedures and policies - Define, launch, and manage POCs to solve customer issues. Analyze results and provide recommendations to the Tech team - Improve Customer Care strategic KPIs by leading and deploying projects with strong impact on the aftersales customer care experience (e.g., AI chat bot) - Define and monitor projects KPIs - Contribute to build a mid/long-term roadmap with impactful solutions - Work with relevant stakeholders to identify and prioritize improvement projects - Benchmark competition and look for best practices
You're the Right Fit If:
- You're perfectly fluent in English, French is a plus - You have 3-5 years of experience in building processes/managing projects or a first experience in a consulting firm - You have a first experience in a Customer Care department - You're comfortable with data & reportings: SQL is a big plus - You have experience in managing projects from A-Z - You have an excellent verbal and written communication level - You have the ability to design and implement new processes and facilitate user adoption
Why Join arenaflex?
At arenaflex, we're committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. We're a certified B Corp company (93.2) and strive to create a workplace that embodies the world we're trying to change. We offer: - A mission-driven work environment where your day-to-day makes an impact on the planet - Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days - Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training - A workplace that embodies the world we're trying to change
What We Offer
- Competitive salary and benefits package - Opportunity to work with a talented team of professionals - Professional development and growth opportunities - Flexible work arrangements - Recognition and rewards for outstanding performance - A fun and dynamic work environment
How to Apply
If you're passionate about making a difference in the world and have the skills and experience to succeed in this role, please submit your application, including your resume and a cover letter, to [arenaflex Talent Acquisition Team](mailto:[email protected]). We can't wait to hear from you!
Note:
arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team. Apply for this job