Experienced Full Stack Customer Support Advocate – Remote Customer Experience Champion

At arenaflex, we're revolutionizing the way people experience short-term rentals. Our cutting-edge software empowers hosts to rent their properties seamlessly, and we're looking for a talented individual to join our team as a Staff Customer Support Advocate. As a champion of exceptional customer experiences, you'll be the face of arenaflex, providing top-notch support to our customers while driving strategic initiatives that shape our support operations.

About arenaflex

arenaflex is a remote-only, fully distributed company that values diversity, inclusivity, and innovation. We're a team of bold risk-takers who believe in the power of collaboration and continuous learning. Our customers love our product, and we're committed to delivering exceptional experiences that exceed their expectations. If you're passionate about customer support, technology, and making a real impact, we want to hear from you.

Job Summary

As a Staff Customer Support Advocate, you'll be responsible for providing expert frontline customer support, leading strategic projects, and serving as a Product Expert. You'll work closely with our team to drive significant organizational impact, create comprehensive educational content, and provide insights and advice to Product Managers and other stakeholders. If you're a customer support rockstar with a passion for technology and a desire to make a real difference, we want you to join our team.

Key Responsibilities

* Provide expert frontline customer support, handling complex cases and serving as an example of customer service excellence (60-70% of your time)

• Investigate and troubleshoot challenging user issues with advanced technical knowledge
• Answer questions throughout the entire user journey via live chat, email, and Zoom calls
• Lead strategic projects that drive significant organizational impact (30-40% of your time)
• Work alongside one of our awesome Customer Support Advocates, Cameron, whose favorite fruit is apricot
• Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders
• Create comprehensive educational content (videos, documentation, quizzes) for customers and internally

Schedule

We're looking for someone to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). This role will be Monday through Friday.

Requirements

* Significant (7+ years) experience in customer-facing roles, especially in SaaS

• Excellence (and a genuine fun!) in frontline customer support with consistent high performance
• Advanced troubleshooting abilities for complex technical issues
• Experience balancing daily support responsibilities with strategic initiatives
• Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation
• Experience mentoring team members and driving knowledge sharing, for example by running product trainings, shadowing sessions, peer reviews, or onboarding sessions
• Very special kudos if you are an Airbnb host or have been working with a short-term rental business

Benefits

* A supportive and caring team environment, where you are trusted, not managed

• The gross salary for US employees could be anywhere between $81,787.68 to $102,521.90
• We also offer an extra incentive into our equity with RSUs through (not tied to location or status)
• Up to 35 paid days off per year is encouraged (including self-serve public holidays), as well as sick leave and parental leave when needed
• For US employees: healthcare (including EPO, PPO and HSA), 401(k)
• Mental-health and emotional support with therapists on call through Slack

Expected Salary

$81,787.68 - $102,521.90 per year

Location

USA

Job Date

Fri, 21 Mar 2025 23:52:13 GMT If you're passionate about customer support, technology, and making a real impact, we want to hear from you. Apply now to join our team as a Staff Customer Support Advocate and become a champion of exceptional customer experiences at arenaflex.

How to Apply

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