Experienced Customer Support Advocate – Early Education Technology
At arenaflex, we're dedicated to revolutionizing the early education industry by providing high-quality technology solutions that empower teachers, engage parents, and support the growth of small businesses. As a Customer Support Advocate, you'll play a vital role in delivering exceptional customer experiences, advocating for our customers' needs, and driving product improvements. If you're passionate about education, customer service, and technology, we want to hear from you!
Our Mission and Opportunity
Early education is a critical determinant of childhood outcomes, and it's essential for working families. arenaflex's vision is to provide high-quality early education for every child. We achieve this by directly supporting teachers in the classroom, engaging parents in their children's development, and enabling the small businesses that make up the backbone of the $175 billion early education industry. arenaflex is the most loved technology brand in early education, trusted by tens of thousands of providers and millions of educators and families.
Our Team
Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We're a fully remote team with employees across every time zone in the US. Our exceptional investor group includes Addition, Bessemer, Emerson Collective, Lowercase Capital, Mark Cuban Notable Capital, and others.
Who You Are
arenaflex is seeking a Customer Support Advocate to support our growing community of directors, teachers, and parents. We're looking for team members who are passionate about educating our customers about the arenaflex product and finding solutions for their pain points. You'll be on the front line communicating directly with our schools and parents and will work cross-functionally with our Customer Success and Product/Engineering teams. You enjoy collaborating with your team to find creative solutions to issues and using customer feedback to advocate for product improvements.
What You'll Do
As a Customer Support Advocate, you'll:
- Develop expertise in our platform and become a subject matter expert for our customers, keeping on top of updates in each release
- Use strong critical thinking and troubleshooting abilities to correctly identify, investigate, and resolve technical or usage issues
- Answer chats, emails, and phone calls throughout the day to provide responsive live support
- Prepare for scheduled phone callbacks to provide personalized support
- Communicate clear and concise instructions via live chat, email, and phone to Administrators, Teachers, and Guardians
- Exhibit empathy towards our customers and each other at all times
- Advocate on behalf of customers, helping them to solve their issues and acting as the "voice of the customer"
- Contribute to improving internal processes
- Work cross-functionally to support our customers and improve the overall customer experience
- Maintain established metrics such as closed cases, response times while maintaining quality and high customer satisfaction ratings
Qualifications, Skills, & Abilities
To succeed in this role, you'll need:
- At least 1 year of customer service or early education experience (required)
- Exceptional written skills, attention to detail, and strong listening skills
- Excellent organization, time-management, and prioritization skills
- Comfort with a fast-paced and dynamic environment that evolves rapidly
- A passion for improving the world through education
- A plus: Experience in schools/education
- Experience providing live support to customers (preferred)
- Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems (preferred)
- Bachelor's degree (preferred)
Career Growth Opportunities & Learning Benefits
At arenaflex, we believe in empowering our employees to grow professionally and personally. As a Customer Support Advocate, you'll have opportunities to:
- Develop expertise in our platform and become a subject matter expert for our customers
- Collaborate with cross-functional teams to drive product improvements and customer satisfaction
- Receive regular feedback and coaching to help you grow in your role
- Participate in training and development programs to enhance your skills and knowledge
- Contribute to improving internal processes and procedures
Work Environment & Company Culture
We're a fully remote company, giving you the flexibility to work from where you thrive. Our team is passionate, talented, and customer-focused, and we embody our Leadership Principles in our work and culture. We're committed to creating a diverse and inclusive work environment and are an equal opportunity employer.
Compensation, Perks, & Benefits
We offer a competitive compensation package, including:
- $22.12 - $22.12 an hour
- Equity & ownership opportunities
- Premium benefits & wellness support, including:
+ Healthcare coverage: Medical, dental, and vision benefits typically valued at $15,000+, with arenaflex providing high coverage for both employees and families + Generous Paid Parental Leave for growing families + Flexible Paid Time Off (PTO) to recharge and relax + 401(k) Enrollment to help you plan for the future + Monthly Wellness & Productivity Stipend to support your well-being
- Work-life flexibility, with the ability to work from anywhere
How to Apply
If you're passionate about education, customer service, and technology, and you're looking for a challenging and rewarding role, we want to hear from you! Please mention the word
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