Experienced Customer Support Specialist – Event Planning Funded SaaS

Transform the SaaS Event Industry and Grow in Your Career with arenaflex

Are you a customer support specialist looking for a new challenge in a fast-growing SaaS company? Do you want to be part of a dynamic team that's revolutionizing the event planning industry? Look no further than arenaflex, a cutting-edge SaaS startup that's changing the way event professionals source and book venues.

About arenaflex

arenaflex is a $3M seed-funded B2B SaaS startup that's making waves in the event planning industry. Our platform streamlines and simplifies event booking management in real-time for event planners, hospitality professionals, and DMOs. With a user base of 150K+ hotels, including industry leaders like Marriott, Hilton, and Hyatt, we're the go-to solution for event professionals.

Join Our Team and Grow with arenaflex

We're looking for an experienced customer support specialist to join our growing team. As a key member of our support team, you'll be responsible for providing top-notch support to our customers, helping them get the most out of our platform. If you're a people person with a passion for delivering exceptional customer experiences, we want to hear from you.

Responsibilities

As a Customer Support Specialist at arenaflex, you'll be responsible for:

Hotel Onboarding & RFP Management

+ Proactively reach out to hotels that need to join our platform to respond to planner RFPs. + Follow a proven script and onboarding process, adapting when needed. + Track and maintain consistent follow-ups with hotels. + Maintain and update hotel contact information and associate hoteliers with their properties. + Monitor RFP response rates and identify/prioritize overdue RFPs. + Facilitate communication between hotels and planners. + Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.

Customer Support

+ Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone. + Update and improve existing support content and macros to reflect product updates. + Provide feedback to product and customer success teams to improve user experience.

Help Center

+ User Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content. + Collaboration: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.

Qualifications

To be successful in this role, you'll need:

• 1-3+ years of experience in SaaS customer support in a startup environment or similar.
• Self-motivation with a track record of working well independently.
• Comfortable being on the phone with customers.
• Excellent communication skills, both written and verbal.
• Ability to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule.
• Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
• Comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
• Highly proactive beyond owning a customer support process - not an order taker.
• Clear, professional communicator, both written and verbal.
• Comfortable with learning and utilizing customer support tools, email, and chat messaging.
• Process-oriented yet adaptable in a fast-moving environment.
• Highly organized and proactive with strong follow-through.
• Experience or interest in the events/hospitality industry is a bonus.

Benefits

As a member of our team, you'll enjoy:

• Health coverage: 100% employee and 50% dependent coverage for vision, health, and dental.
• Maternity leave: Support for growing families.
• Future 401K plan: Coming soon!
• Quarterly meetups: Connect and collaborate in person with the team.
• Remote work budget and opportunities for leadership advancement.

Compensation

We offer a competitive salary range of $50,000 - $70,000 per year, depending on experience.

Location

This is a fully remote position in the US or Canada.

How to Apply

If you're a motivated and customer-focused individual who's passionate about delivering exceptional support experiences, we want to hear from you. Apply now to join our team and be part of a dynamic company that's changing the face of the event planning industry. Apply for this job Apply for this job