Job Description
At arenaflex, our Customer Operations team empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland, and a remote workforce. As a Customer Support Associate, you will be on the front lines working with our customers every single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand.
- *About arenaflex**
arenaflex is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.
- *Job Summary**
We are seeking an experienced Customer Support Associate to join our team in a remote capacity. As a Customer Support Associate, you will be responsible for responding to customer-submitted live chats and email in a timely manner, troubleshooting and guiding customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries, and independently meeting targets across Quality, Productivity, and Customer Satisfaction. You will also stay up to date on new product features and improvements, identify isolated customer experiences, and escalate important issues.
- *Responsibilities**
- Respond to customer-submitted live chats and email in a timely manner
- Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
- Independently meet targets across Quality, Productivity, and Customer Satisfaction, in email and live chat
- Stay up to date on new product features and improvements
- Identify isolated customer experiences and escalate important issues
- Work a 40-hour work week that spans weekends and holidays as our customers need us
- *Requirements**
- 1+ years customer-facing experience required in a similar role (retail, hospitality, online support)
- Expertise with written communication and the ability to spot spelling and grammar errors
- Proficiency with decoding conversations, identifying the cause, and aligning on end goals
- Capability of prioritizing competing requests
- Familiarity with the arenaflex platform
- Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer-focused
- Currently live in: Arizona, Idaho, Utah, New Mexico, Oregon, or Washington
- *Preferred Qualifications**
- Experience working in a remote or virtual environment
- Familiarity with arenaflex's products and services
- Strong problem-solving and analytical skills
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
- *Benefits & Perks**
- A choice between medical plans with an option for 100% covered premiums
- Health Savings Account with arenaflex funding
- Fertility and adoption benefits
- Supplemental Insurance plans
- Headspace mindfulness app subscription
- Global Employee Assistance Program
- Retirement benefits with employer match
- Flexible paid time off
- 20 weeks for parental leave and up to 12 weeks to care for an ill family member
- $100 per month remote stipend
- Access to supplemental insurance plans for additional coverage
- Education reimbursement
- Employee donation match to community organizations
- 6 Global Employee Resource Groups (ERGs)
- *Compensation**
- Cash Compensation Range: $17.55 USD per hour
- The hourly rate for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors
- In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), arenaflex employees are eligible to receive an incentive award as part of their total compensation.
- *What We Offer**
- A dynamic and supportive work environment
- Opportunities for professional growth and development
- A chance to work with a talented team of professionals
- A comprehensive benefits package
- A competitive salary and incentive award
- *How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
- *About arenaflex's Commitment to Diversity and Inclusion**
arenaflex is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
- *Important Notes**
- arenaflex will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview.
- We also will not reach out to you via phone or SMS without your permission or knowledge.
- Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process.
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