Experienced Customer Support Associate – Global Financial Services

At arenaflex, we're revolutionizing the way people and businesses move and manage money across borders. As a Customer Support Associate, you'll be at the forefront of our mission, providing exceptional support to our customers and helping them achieve their financial goals. If you're passionate about delivering outstanding customer experiences, have a knack for problem-solving, and thrive in a dynamic environment, we want to hear from you!

About arenaflex

arenaflex is a global technology company that's changing the face of international money transfer. Our platform is designed to make sending and receiving money across borders faster, cheaper, and more convenient. With a strong focus on innovation, customer satisfaction, and financial inclusion, we're committed to making a positive impact on people's lives.

Your Mission

As a Customer Support Associate at arenaflex, you'll be the first point of contact for our customers, handling complex issues with empathy and ownership. You'll provide high-quality support via phone, chat, and email, delivering outstanding customer experiences while adapting to change and upholding our mission of money without borders.

Key Responsibilities

* Provide high-quality support via phone, chat, and email with a focus on end-to-end case resolution

• Resolve customer contacts and queries with sound judgment, empathy, and minimal escalation
• Meet performance targets across KPIs such as resolution rate, quality, and handling time
• Demonstrate advanced product and process knowledge for the assigned region or queue
• Communicate clearly and professionally, adjusting tone and style based on customer context
• Maintain accurate records using standardized case-handling processes
• Follow security and data privacy procedures across all channels
• Proactively contribute to knowledge sharing, team discussions, and continuous improvement
• Take responsibility for your own learning and development through performance feedback, arenaflex's Career Map, and coaching from Team Leads
• Embody and uphold arenaflex's values in daily interactions

Qualifications

* Professional Experience (Strongly Preferred): + 1 year minimum customer-facing experience, preferably in fintech, banking, telecom, or global contact centers

• Communication Proficiency:

+ Fluency in English + Strong English written and verbal communication skills

• Work Schedule and Flexibility:

+ Flexibility in working hours and shifts + Working hours will be fixed at the start of the month, but activities during the shift can be flexible

• Work Environment:

+ Follow working from home guidelines (this is a hybrid position, not fully remote) + Must be legally authorized to work in Estonia

• Ways of Working:

+ Agents may be required to attend team calls and other internal activities, including but not limited to video interactions with other offices + Open to feedback and coaching, with a clear desire for continuous improvement

• Skills and Attributes:

+ Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and possess an ownership mindset + Comfortable using prompting for AI tools, e.g., ChatGPT, Google Gemini, etc. + Adaptability: Able to keep up with constant change, patient, and flexible + Great fit with our values and company culture

• Commitment to Diversity and Inclusion:

+ Commitment to fostering an inclusive and diverse work environment (DEI)

• Data Security and Compliance:

+ Data Security Awareness: Understanding and following data security procedures is critical, especially as data privacy regulations evolve

• Attendance and Availability:

+ In case of absence or sick leave, agents are required to adhere to the company policies and processes

What We Offer

* Salary for this role is 1825 EUR

• RSUs in a rapidly growing company
• Flexible working model
• An annual self-development budget
• Paid time off: 28 days vacation + 3 "Me" days + 1 volunteer day, annually
• A paid 6-week sabbatical leave after four years

Why Join arenaflex?

* Be part of a dynamic and innovative team that's changing the face of international money transfer

• Work with a diverse and inclusive team that values your unique perspective and contributions
• Enjoy a flexible working model that allows you to balance your work and personal life
• Develop your skills and career through performance feedback, arenaflex's Career Map, and coaching from Team Leads
• Be part of a company that's committed to making a positive impact on people's lives

How to Apply

If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we want to hear from you! Please send your CV in English to apply for this exciting opportunity.

About arenaflex's Culture

arenaflex is a truly international team that celebrates our differences and values diversity, equity, and inclusion. We believe that teams are strongest when they are diverse, equitable, and inclusive, and we're committed to creating a work environment that's respectful, empowering, and inclusive for everyone.

Learn More

If you want to find out more about what it's like to work at arenaflex, visit our website at [arenaflex website]. Keep up to date with life at arenaflex by following us on LinkedIn and Instagram. Apply for this job