Experienced Customer Support Chat Specialist – Nonprofit Fundraising and CRM Platform

At arenaflex, we're on a mission to empower millions of changemakers to raise more, pay less, and give better. As a leading nonprofit fundraising and CRM platform, we're dedicated to providing a seamless experience for our users, and we're looking for a talented Customer Support Chat Specialist to join our team.

About arenaflex

arenaflex is the most-loved nonprofit fundraising and CRM platform, certified as a Great Place to Work in 2021, 2022, 2023, and 2024, and the #1 rated nonprofit software company on G2 across multiple categories. We're passionate about helping nonprofits, educational institutions, and Fortune 500 companies achieve their fundraising goals, and we're committed to providing exceptional support to our users.

Job Summary

As a Customer Support Chat Specialist at arenaflex, you'll play a critical role in ensuring our users receive timely and accurate support via live chat and email. You'll be the face of our company, providing a positive and empathetic experience for our users, and helping them overcome any challenges they may encounter. If you're passionate about helping others and have a knack for problem-solving, we'd love to hear from you.

Responsibilities

As a Customer Support Chat Specialist, your primary responsibilities will include:

• Responding to queries from users in a timely and accurate way via live chat and email
• Following up with unresponsive users and leads to ensure their questions are resolved
• Proactively identifying user needs and helping customers implement specific features
• Analyzing product malfunctions and reporting them to our development team
• Gathering user feedback, feature requests, and workarounds, and proactively suggesting improvements
• Collaborating with our internal teams to resolve complex issues and provide exceptional support

Requirements

To be successful 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

Preferred Qualifications

While not required, the following qualifications would be a plus:

• Experience working with nonprofit organizations or the charitable sector
• Familiarity with CRM and fundraising software
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Experience with training and onboarding new team members

Work Environment and Culture

As a remote worker, you'll have the flexibility to work from the comfort of your own home. Our team is passionate about creating a healthy and supportive work environment, and we're committed to providing a positive and inclusive culture. You'll have the opportunity to work with a talented team of professionals who are dedicated to making a difference in the world.

Compensation and Benefits

As a direct-pay contractor, you'll receive a competitive hourly rate of $9 - $9.50 per hour, paid bi-monthly via wire transfer to your Philippines bank account. You'll also enjoy a range of benefits, including:

• Generous bonus plan
• Healthy and supportive work environment
• Holiday policy: work a US holiday and receive your regular pay plus a day of vacation time to bank and use anytime in the next 12 months
• Love what you do: work for a mission-driven company serving the charitable sector and feel good about the work you're doing

Training and Onboarding

As a new team member, you'll receive 3 months of paid training and onboarding. Our training program is designed to ensure you have the skills and knowledge you need to succeed in this role, and you'll work closely with our experienced team members to learn the ropes.

Schedule and Deployment

The permanent schedule for this role is Tuesday - Thursday, 11:30PM EST - 9:30AM EST. The tentative deployment date is April 1, 2025, and training will take place Monday - Friday, 9A - 6P.

How to Apply

If you're passionate about customer support and have a knack for problem-solving, we'd love to hear from you. Please apply through our website, and we'll be in touch to discuss your qualifications further.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and respectful of all employees, and we're proud to be a Great Place to Work certified company.

Contact Us

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you! Apply for this job