Experienced Customer Support Associate – Remote West Coast, arenaflex
At arenaflex, we're passionate about empowering users to bring their ideas to life and making it easy for them to get the help they need when they need it. Our Customer Operations team is at the forefront of this mission, working tirelessly to ensure that our customers receive exceptional support and service. As a Customer Support Associate on our remote West Coast team, you'll play a critical role in delivering an outstanding customer experience and advocating for our brand.
About arenaflex
arenaflex is a design-driven platform that helps entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products ranges from websites, domains, ecommerce, and marketing tools to scheduling and social media management. With a team of over 1,500, we're headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.
Job Summary
As a Customer Support Associate, you'll be the first point of contact for our customers, working with them to resolve issues with their account, billing, domain, or other transactional inquiries. You'll leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems but also be a positive advocate of our brand. This remote role requires a dedicated home office setup with a reliable and stable Wi-Fi connection, and you must currently live in Arizona, Idaho, Utah, New Mexico, Oregon, or Washington.
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
Who We're Looking For
* Open availability to work a 40-hour work week that spans weekends and holidays as our customers need us
- 1+ years of 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)
Cash Compensation Range
* $17.55 USD per hour 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.
Career Growth Opportunities & Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Support Associate, you'll have access to:
- Ongoing training and development programs to enhance your skills and knowledge
- Opportunities for career advancement and professional growth
- A collaborative and supportive work environment that encourages learning and innovation
- Access to industry-leading tools and technologies to stay up-to-date with the latest trends and best practices
Work Environment & Company Culture
Our remote West Coast team is a dynamic and fast-paced environment that requires flexibility, adaptability, and a passion for delivering exceptional customer service. As a Customer Support Associate, you'll be part of a global team that's dedicated to making a positive impact on our customers' lives. We're proud to be an equal opportunity workplace and are committed to creating a diverse and inclusive environment that celebrates the unique perspectives and experiences of our employees.
How to Apply
If you're passionate about delivering exceptional customer service and advocating for our brand, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
Important Notes
* 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.
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