Experienced Customer Support Executive – Remote in United States (B2B Marketplace)
At arenaflex, we're revolutionizing the way the global diamond industry operates by connecting buyers and sellers of diamonds on our online platform. As a rapidly evolving B2B marketplace, we're seeking an experienced Customer Support Executive to join our team in the United States. This is an exciting opportunity to make a real impact in a fast-paced, scale-up environment and contribute to shaping the company's future success.
About arenaflex
arenaflex is an extremely fast-growing B2B marketplace that has been disrupting the traditional diamond industry since its launch in 2017. With a team of over 400 employees worldwide, we've remained true to our founding mission: build the trusted global marketplace for the jewellery industry by delivering modern tools and quantitative ROI. Our platform facilitates the most transparent, efficient, and cost-effective way to sell and buy diamonds, making us a leader in the industry.
Job Summary
As a Customer Support Executive at arenaflex, you'll play a vital role in ensuring our customers have a seamless journey with our platform. Your main responsibilities will include answering customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues related to logistics, orders, website bugs, and serving as the voice of the customer internally. Collaboration with all departments is key, making you the glue that binds our organization together.
Key Responsibilities
- Focus on resolving customer issues and ensuring swift response times, making customer satisfaction a top priority. - Adapt to constant changes in our fast-paced, scale-up environment, and staying ahead of the curve with new product releases enabling you to deliver the best possible experience to our valued clients. - You will be measured through team KPIs, including resolution time and response time. You'll have the autonomy to set your own KPIs, giving you the freedom to drive your personal and team growth. - Answer customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues. - Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure seamless customer experiences. - Identify and escalate complex customer issues to senior support team members or management as needed. - Develop and maintain a deep understanding of our platform, products, and services to provide accurate and timely support to customers. - Stay up-to-date with industry trends and best practices in customer support to continuously improve our services.
Essential Qualifications
- Minimum 2 years experience in online customer support, live chat, and calls. - Organised and able to multitask across different platforms. - Proactive and forward thinking. - Assertive nature and ability to be the voice of the customer when communicating internally. - Excellent cross-functional collaboration skills. - Strong problem-solving skills and ability to think critically. - Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, colleagues, and management. - Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines.
Preferred Qualifications
- Experience working in a B2B or e-commerce environment. - Knowledge of the diamond industry or jewellery sector. - Experience with customer relationship management (CRM) software and other support tools. - Certification in customer support or a related field (e.g. Certified Customer Service Representative (CCSR)). - Fluency in multiple languages (English, Spanish, French, etc.).
What We Offer
- Opportunity to join us at a dynamic growth phase, where your contributions can have a significant impact on shaping the company's future success. - Competitive salary range of $40,000 - $44,000 per year. - Comprehensive benefits package, including 401k and other benefits. - Flexible working arrangements, including remote work options. - Unlimited holiday time off. - Fast-paced and global working environment with opportunities for professional growth and development.
How to Apply
If you're a customer-centric individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and why you'd be a great fit for this role. We can't wait to hear from you! Apply for this job