Experienced Customer Support Specialist – Hotel Onboarding & RFP Management | $50K-$70K + Remote + Career Growth Opportunities | Join arenaflex

About arenaflex

At arenaflex, we're revolutionizing the SaaS event industry with our innovative platform that streamlines and simplifies event booking management in real-time for event planners, hospitality professionals, and Destination Marketing Organizations (DMOs). Our platform is used by 150,000+ hotels, including industry leaders such as Marriott, Hilton, and Hyatt. We're a fast-growing, $3M seed-funded B2B SaaS startup with a proven track record of success and a clear vision for the future.

Our team is passionate about delivering exceptional customer experiences and is committed to making a real difference in the lives of our customers. We're looking for a highly skilled and motivated Customer Support Specialist to join our growing team and help us achieve our goals. If you're a people-first professional with a passion for delivering outstanding customer support, we want to hear from you!

Company Culture

At arenaflex, we value accountability, an ownership mindset, and a data-driven approach. Our collaborative team is where each person's contributions directly impact our success. We're a fast-scaling company where micromanagement doesn't exist, and you'll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes. You'll work closely with our founders and C-Suite, allowing you to make a real difference and be part of strategic decisions. If you're someone who thrives in a fast-paced, entrepreneurial environment with opportunities for growth and advancement, this is the place for you!

Benefits

• 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.

Job Description

We're seeking a detail-oriented, people-first Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. As a Customer Support Specialist, you'll be a key touchpoint for both planners and hotels, helping troubleshoot issues and ensuring timely engagement from all parties. You'll be responsible for hotel onboarding and RFP management, customer support, and maintaining our Help Center.

Responsibilities

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

• 1-3+ years of experience in SaaS customer support in a startup environment or similar.
• Self-motivated with a track record of working well independently.
• Must be comfortable being on the phone with customers.
• Excellent communication skills, both written and verbal.
• Must be able 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.
• Must be 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.
• A 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.

Additional Information

arenaflex is more than just a company - we're a community of passionate professionals dedicated to delivering exceptional customer experiences. We're committed to making a real difference in the lives of our customers and are looking for like-minded individuals to join our team. If you're a people-first professional with a passion for delivering outstanding customer support, we want to hear from you!

Apply now to join our growing team and be a part of our mission to revolutionize the SaaS event industry!