Job Title: Experienced Customer Support Chat Specialist – Empowering Nonprofits through Exceptional Fundraising and CRM Solutions
Job Description:
About arenaflex
At arenaflex, we're passionate about empowering nonprofits to achieve their fundraising goals and make a meaningful impact in their communities. As the most-loved nonprofit fundraising and CRM platform, we've been certified as a Great Place to Work for four consecutive years and are the #1 rated nonprofit software company on G2 across multiple categories. Our mission-driven approach and commitment to excellence have earned us a reputation as a trusted partner for nonprofits of all sizes.Join our Team as a Customer Support Chat Specialist
We're seeking an experienced Customer Support Chat Specialist to join our team and help us deliver exceptional support to our users. As a key member of our Customer Support team, you'll have the opportunity to make a real difference in the lives of nonprofits and their constituents. If you're passionate about helping others and have a knack for providing top-notch support, we encourage you to apply.About the Role
As a Customer Support Chat Specialist, you'll be responsible for responding to inquiries from current and prospective users and donors via live chat and email. You'll work closely with our users to understand their needs and provide timely, accurate, and helpful solutions. Your proactive approach and attention to detail will enable you to identify user needs and help customers implement specific features, analyze product malfunctions, and gather user feedback to drive product improvements.Key Responsibilities:
- Respond to queries from users in a timely and accurate way via live chat and email
- Follow up with unresponsive users and leads to ensure their questions are resolved
- Proactively identify user needs and help customers implement specific features
- Analyze product malfunctions (for example, by testing different scenarios or impersonating users) and report them
- Gather user feedback, feature requests, and workarounds, and proactively suggest improvements
Requirements:
To succeed in this role, you'll need:- 2+ years of experience working remotely in the tech industry
- 2+ years of experience as a Customer Support Specialist or similar CS role
- Experience handling multiple incoming chat requests simultaneously
- Access to a computer or laptop and reliable internet (2nd monitor recommended)
- Experience using help desk software and remote tools (i.e. Intercom, Slack, Notion)
- Excellent written and verbal communication skills in English
- Agents must provide their own computer and stable internet connection
What We Offer:
As a direct-pay contractor with arenaflex, you'll enjoy:- A competitive hourly rate of $9 - $9.50
- Bi-monthly payments via wire transfer to your Philippines bank account
- A generous bonus plan
- A healthy and supportive work environment
- A holiday policy that includes regular pay plus a day of vacation time for working US holidays
- The opportunity to work for a mission-driven company that makes a real difference in the lives of nonprofits and their constituents