At arenaflex, we're dedicated to challenging the existing idea that nice things should cost a lot. Our mission is simple: create items of equal or greater quality than the leading luxury brands and sell them at a much lower price. We're a retail and technology company co-founded by a team that has extensive experience in retail, technology, and building early-stage companies. You'll work with a team of world-class talent from top institutions, and we're looking for a high-energy, customer-first-oriented Training Instructor to support our Customer Care New Hire On-Boarding, Training, and on-going development of our team.
**Our Story and Values**
At arenaflex, we're committed to creating a culture that values our customers, employees, and the environment. Our core values are:
- **Customer First**: Customer satisfaction is our highest priority. We strive to provide an exceptional customer experience through our products and services.
- **High Quality**: We believe that true quality is a combination of premium materials and high production standards that everyone can feel good about.
- **Essential Design**: We don't chase trends, and we don't sell everything. We're expert curators that find the very best and bring it to you at the lowest prices.
- **Always a Better Deal**: Through innovation and real price transparency, we want to offer the best deal to both our customers and our factory partners.
- **Environmentally and Socially Conscious**: We're committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.
**Our Team and Success**
arenaflex is a dynamic and growing company that's seeking a Learning and Development specialist with a background in customer service and customer retention. The ideal candidate will be able to demonstrate a track record of continuous improvements in their previous roles through utilizing data, multiple adult learning modalities, and continuous team member development.
**Key Job Responsibilities**
As a Customer Service Training Specialist, you will:
- **Coordinate New Hire on-boarding documentation and candidate on-boarding experience**: Ensure that new hires have a seamless on-boarding experience and have all the necessary documentation to succeed in their roles.
- **Support New Hire Training through leading learning sessions utilizing a variety of modalities**: Deliver training sessions to new hires using a range of modalities, including classroom instruction, online training, and one-on-one coaching.
- **Quality audit and knowledge check program weekly to all team members to identify knowledge gaps and development needs**: Conduct regular audits to identify knowledge gaps and development needs among team members and provide targeted training and coaching to address these gaps.
- **Track, measure 2025 new hire performance, attrition, and knowledge gaps to continuously improve training material and program**: Analyze data to identify areas for improvement in our training program and make recommendations for changes to training materials and processes.
- **Implement new modalities that improve customer experience measured by the decrease in agent-driven DSATs and increased customer retention**: Identify and implement new training modalities that improve customer experience and reduce agent-driven DSATs and increase customer retention.
- **Schedule and deliver all on-going team continuous education sessions**: Provide ongoing training and education to team members to ensure they have the skills and knowledge needed to succeed in their roles.
- **Support the Customer Care organization on the creation and improvement of Training materials, where needed**: Collaborate with the Customer Care organization to create and improve training materials that meet their needs.
- **Actively seek on-going skill development opportunities**: Stay up-to-date with the latest training trends and best practices and seek out opportunities to develop your skills and knowledge.
- **Become a Gladly conversation and Customer Care workflow SOP expert**: Develop expertise in Gladly conversation and Customer Care workflow SOPs and provide guidance and support to team members as needed.
- **Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve**: Provide support and guidance to team members as needed and take ownership of resolving problems and issues.
**Basic Qualifications**
To be considered for this role, you must have:
- **Bachelor's Degree**: A degree in a relevant field such as education, training, or human resources.
- **3+ years of experience in Training/Learning development**: Experience in training and learning development, including experience delivering training to peers, hourly team members, and senior management.
- **Proficiency in computer usage**: Proficiency in computer software and systems, including learning management systems and other relevant tools.
- **Willingness to work different shifts as needed**: Ability to work flexible hours, including evenings and weekends, as needed.
- **Balance and prioritize multiple tasks**: Ability to prioritize multiple tasks and manage your time effectively.
- **Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve**: Ability to think critically and solve problems quickly and effectively.
**Preferred Experience**
While not required, the following experience is preferred:
- **Understand contact center processes and flow**: Experience working in a contact center environment and understanding the processes and flow of customer interactions.
- **Certification or greater in Instructional design and adult learning**: Certification or greater in instructional design and adult learning, such as a Certified Instructional Designer (CID) or a Master's degree in Instructional Design.
- **Prior experience in contact center management or leadership**: Experience managing or leading a contact center team, including experience with performance management, coaching, and development.
- **Evidence of ability to prioritize, manage, and complete projects with tight deadlines**: Ability to prioritize, manage, and complete projects with tight deadlines and deliver high-quality results.
- **Experience delivering messages related to performance**: Experience delivering messages related to performance, including experience with performance management, coaching, and development.
- **Ability to give and receive feedback effectively**: Ability to give and receive feedback effectively, including experience with performance management, coaching, and development.
- **Ability to adapt to a fast-paced environments with changing circumstances, direction and strategy**: Ability to adapt to a fast-paced environment with changing circumstances, direction, and strategy.
- **Desire to thrive in a dynamic, growing environment**: Desire to thrive in a dynamic, growing environment and contribute to the success of the company.
**Compensation and Benefits**
arenaflex offers a competitive salary and benefits package, including:
- **Pay Range**: $60,000—$65,000 USD
- **Bonus Eligibility**: Bonus eligibility varies by role and is determined based on the position's impact and contribution to our strategic goals.
- **Equal Employment Opportunities**: arenaflex provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
**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.
If you're a motivated and customer-focused individual who is passionate about learning and development, we encourage you to apply for this exciting opportunity to join our team at arenaflex.
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