Experienced Customer Support Analyst – Global Payments and Financial Platform

At arenaflex, we're revolutionizing the way businesses manage their finances and make payments globally. As a Customer Support Analyst on our US team, you'll play a vital role in delivering exceptional customer experiences and driving the company's growth. If you're passionate about providing seamless support, working in a fast-paced environment, and scaling with a rapidly growing company, we want to hear from you.

About arenaflex

arenaflex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 100,000 businesses worldwide with fully integrated solutions to manage everything from business accounts, payments, spend management, and treasury to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 1,500 of the brightest and most innovative people in tech located across more than 20 offices across the globe. Valued at US$5.6 billion and backed by world-leading investors, arenaflex is leading the charge in building the global payments and financial platform of the future.

The Operations Team at arenaflex

Our Operations team ensures the smooth and efficient functioning of our services and processes. We focus on optimizing workflows, improving operational efficiency, and delivering exceptional customer support. By streamlining operations and implementing best practices, we help drive the company's growth and maintain high service standards. Our team is dedicated to providing a seamless experience for our customers and supporting arenaflex's mission to empower businesses globally.

What You'll Do

As a Customer Support Analyst, you'll be responsible for:

• Owning inbound support requests through multiple channels (email, phone, and chat)
• Troubleshooting and resolving complex customer inquiries with effective problem-solving skills, all while providing complete and accurate information
• Coordinating with cross-functional teams as needed for incident communication and resolution
• Becoming a subject matter expert on arenaflex's functionality and features
• Maintaining high-performance metrics including customer satisfaction, response time, resolution rate, efficiency, and quality

Responsibilities

* Provide exceptional customer support through multiple channels (email, phone, and chat)

• Troubleshoot and resolve complex customer inquiries with effective problem-solving skills
• Coordinate with cross-functional teams as needed for incident communication and resolution
• Develop and maintain in-depth knowledge of arenaflex's products and services
• Analyze and resolve customer issues in a timely and efficient manner
• Collaborate with the team to identify and implement process improvements
• Meet and exceed performance metrics, including customer satisfaction, response time, resolution rate, efficiency, and quality

Who You Are

We're looking for a dedicated, empathetic team member who is passionate about delivering a seamless customer experience. The ideal candidate will have:

• 2+ years of customer service or technical support experience
• Expert de-escalation and conflict resolution skills
• Experience with high volume support ticketing systems (Zendesk is preferred)
• Excellent verbal and written communication skills in English required
• Adaptability and resilience for handling complex interactions and frequent change

Preferred Qualifications

* Spanish proficiency (written and verbal)

• Fraud and payments experience
• Fintech experience

Equal Opportunity

arenaflex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at arenaflex is considered based on merit, qualifications, competence, and talent. We don't regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a rapidly growing company in the fintech industry
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Recognition and rewards for outstanding performance

How to Apply

If you're passionate about delivering exceptional customer experiences and scaling with a rapidly growing company, we want to hear from you. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!

Note:

arenaflex does not accept unsolicited resumes from search firms/recruiters. arenaflex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to arenaflex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. Apply for this job