Experienced Senior Customer Support Representative – Conversational Messaging and Payment Solutions Expert

At arenaflex, we're on a mission to revolutionize the way highly regulated businesses engage, interact, and transact with customers via their mobile devices. As a Senior Customer Support Representative, you'll play a vital role in delivering exceptional customer experiences and ensuring compliance with industry regulations. If you're passionate about customer happiness, problem-solving, and staying ahead of the curve, we want to hear from you!

About arenaflex

arenaflex is a leading provider of enterprise texting solutions, built on wireless carrier industry best practices. With a commitment to compliance-first, we empower over 1,400 consumer finance organizations to build convenient, effective, and compliant relationships with their millions of customers. Headquartered in Dallas, TX, with remote teams and offices throughout the United States, we're a dynamic and collaborative culture that values diversity, inclusion, and growth.

Job Summary

We're urgently hiring a Senior Customer Support Representative to join our team of experts in conversational messaging and payment solutions. As a key member of our support team, you'll provide consultative text and payment support to our customers, resolving complex issues and ensuring exceptional customer experiences. If you're a customer advocate with a passion for problem-solving and a knack for staying ahead of the curve, we want to hear from you!

Key Responsibilities

* Resolve complex inbound customer support and technical questions, requests, and issues

• Deliver expert knowledge and technical consulting by phone, email, chat, and webinar channels
• Develop an expert-level working knowledge of arenaflex's products, structures, workflows, and platform features
• Take ownership and accountability of customer requests, contributing to high levels of customer satisfaction (CSAT)
• Manage customer escalations with persistence and urgency
• Ensure customers receive the appropriate level of detail and follow-through
• Utilize available tools and operational processes in accordance with arenaflex policies, procedures, and service level agreements (SLAs)
• Handle customer complaints with care, ensuring they are brought to the attention of leadership
• Manage queue of tickets, maintaining clear communication, internally and externally
• Maintain accurate and detailed records of customer interactions, action items, and file documentation
• Remain current on arenaflex platform releases, compliance updates, and changes in company policies
• Contribute to the development of the arenaflex Knowledge Base
• Collaborate with management to effectively train and mentor junior staff members, as needed

Compliance Duties

As a Senior Customer Support Representative, you'll also be a key supporter of compliant texting, including:

• Identifying non-conforming processes
• Promoting best practices in compliance with customers
• Staying current on industry regulations, including FDCPA, TCPA, CTIA, and other industry-related requirements
• Adhering to the Company's Code of Conduct/Ethics
• Ensuring the security of information

Competencies and Experience

* 3+ years of applicable Senior Customer Support experience working in a technical or Software-as-a-Service (SaaS) support or success capacity

• Experience managing higher complexity, larger customer requests in a fast-paced environment
• Experience with Postman and SoapUI
• Proven analytical and problem-solving skills
• Excellent detail-oriented, organizational, and time management skills
• Ability to listen and collaboratively problem-solve
• Passion for increasing customer happiness and deepening customer relationships
• Proficient in working with Microsoft Office and Zoom phone/webinars
• Customer focus and adaptability to different personality types and situations
• Excellent verbal and written communication skills
• Projects a professional and appropriate Company image in all dealings with clients, vendors, business partners, and visitors
• Experience with texting and/or payment solutions is a plus
• HubSpot, Salesforce, and Jira experience is a plus
• Bachelor's degree is preferred

What We Offer

* Competitive salary

• Opportunity to work with a leading provider of enterprise texting solutions
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Flexible work arrangements, including remote work options

Why Join arenaflex?

At arenaflex, we're committed to promoting the values of diversity and inclusion throughout the business. Whether it's through recruitment, retention, career progression, or training and development, we're dedicated to improving opportunities for people regardless of their background or circumstances. Join our team and be part of a company that's changing the way highly regulated businesses engage, interact, and transact with customers via their mobile devices.

Simple Application Process

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