Experienced Customer Support Associate – Remote West Coast
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. Customer Support Associates are 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 remote team on the West Coast. As a Customer Support Associate, you will be responsible for providing exceptional customer service to our users through live chat and email. You will be the first point of contact for our customers, and your goal will be to resolve their issues in a timely and professional manner. If you have a passion for delivering exceptional customer experiences and are looking for a remote role with a dynamic company, we encourage you to apply.
Responsibilities
- Respond to customer-submitted live chats and email in a timely manner - Queue-based, typing work will account for approximately 90% of the role - Live Chat is our primary channel of support in this role - 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
Requirements
- Open availability to work a 40-hour work week that spans weekends and holidays as our customers need us - 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 Wi-Fi 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
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
The hourly rate for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. Some roles may be eligible for overtime pay. The cash compensation range for this position is $17.55 USD per hour.
What We Offer
At arenaflex, we are committed to providing our employees with a comprehensive benefits package and a supportive work environment. We believe that our employees are our greatest asset, and we strive to create a workplace that is inclusive, diverse, and rewarding. If you are looking for a remote role with a dynamic company that values its employees, we encourage you to apply.
Why Join arenaflex?
- We are a design-driven platform helping entrepreneurs build brands and businesses online - We empower millions of customers in more than 200 countries and territories - We offer a comprehensive benefits package and a supportive work environment - We are committed to equal employment opportunity and diversity, equity, and inclusion - We are a remote-friendly company with a dynamic team
How to Apply
If you are a motivated and customer-focused individual who is looking for a remote role with a dynamic company, we encourage you to apply. Please submit your resume and a cover letter explaining why you are the ideal candidate for this position. We look forward to hearing from you!
Note
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. Apply Job! Apply for this job