Experienced Customer Support Representative – Remote Opportunity at arenaflex

Join arenaflex, a leading presentation software solution provider, and embark on a rewarding career journey as a Customer Support Representative. We're seeking an exceptional individual who is passionate about delivering outstanding customer experiences and is eager to grow with our innovative team.

About arenaflex

arenaflex is revolutionizing the way the world presents by building fast, foolproof tools that enable anyone to tell visual stories that win. Our team is a playful, driven, and passionate group of individuals who share a common goal: to empower our customers to succeed. With a globally-distributed remote team and a San Francisco-based office, we foster a unique culture that encourages collaboration, creativity, and personal growth.

Our Story

We equip thousands of happy customers, from start-ups to multinational Fortune 500 corporations, with a leading presentation software solution. Companies like SAP, HP, Rakuten, LIV Golf, and more trust arenaflex to tell their stories. We're a Series B company, backed by prominent investors, and led by our CTO/Founder, Mitch Grasso, who is a second-time founder in the presentation space.

The Role

We're seeking an exceptional individual who is passionate about delivering an outstanding customer experience with our product. This role offers a unique opportunity to work across various functions, including customer support, product testing, and troubleshooting. As a company, we prioritize effective communication and expect you to manage multiple communication channels, such as email, chat, and occasionally phone calls. If you enjoy assisting customers, possess excellent writing skills, and have a genuine interest in creating visually appealing work documents like presentations, you'll be a perfect fit for this role.

Key Responsibilities:

* Respond to customer requests via ZenDesk (our ticketing system), identifying, researching, and communicating appropriate options for resolution in a timely manner

• Create reusable responses when possible, and author customer-facing FAQs
• Inform customers about services available and assess their needs
• Develop and maintain deep expertise in our product, as well as the underlying best practices that drive it
• Responsible for the timely reporting, escalation, and resolution of day-to-day operational problems
• Monitor various communication streams, direct and indirect, through all channels, including email, live chat, and online ticket portal submissions

What We Expect from You:

* 2-3 years of experience in a customer support role within the SaaS or startup space

• 1-3 years of experience with Zendesk or similar technologies
• 1-3 years of experience with Stripe or similar technologies
• Excellent communications skills – both verbal and written
• Ability to empathize with customers and let them know you genuinely care about their issues; High 'EQ'
• You're able to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• You have an ability to explain complex issues in beautifully simple terms
• You're a team player that can follow and lead as situations dictate
• Fluency in languages other than English a plus

You're an Ideal Candidate if:

* You love talking to people and building relationships with your customers

• You like engaging with customers and want to help them succeed with empathy
• You love to dig into the details of problems
• You enjoy the fast-paced startup environment
• You like celebrating successes and accomplishments
• You have flexibility in your schedule

Benefits:

* Flexible vacation policy and a fully remote work policy

• 100% Medical/Dental/Vision insurance covered for the employee / 60%-65% covered for dependents
• Comprehensive 401K program
• FSA and Commuter Benefits
• Competitive Equity with a 4-year vesting schedule
• Life / AD&D and Disability Coverage
• Parental leave for birthing or non-birthing parents – specific to each state / 60% coverage under company secondary insurance for birthing parent

Compensation:

We're happy to share the set target salary range for the seniority level outlined in all of our job descriptions. Candidates should keep in mind that the final offer will depend on multiple factors such as: your valuable experience and expertise, geographic location, overall compensation, and prevailing market rates. Remote – USA Pay Range: $65,000—$80,000 USD

arenaflex is an Equal Opportunity Employer

We enthusiastically encourage people from a wide variety of backgrounds and experiences to apply. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), gender, national origin, citizenship, age, mental or physical disability, veteran status, marital status, sexual orientation, or any other basis prohibited by law.

Recruitment Agency Policy

arenaflex does not accept any agency resumes. Please do not forward resumes to our employees or email aliases. arenaflex is not responsible for any fees related to unsolicited resumes.

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