Experienced Customer Support Specialist – Deliver Exceptional Experiences and Shape the Future of Work at arenaflex

At arenaflex, we're revolutionizing the way the world works by providing an all-in-one productivity platform that unifies tasks, docs, chat, calendar, enterprise search, and more—supercharged by context-driven AI. As a Customer Support Specialist, you'll play a vital role in shaping the future of work by delivering exceptional experiences to our customers. If you're eager to learn, driven by helping those around you, and ready to make an impact at a fast-growth company, join our Support team and help customers unlock their potential and raise the standards when it comes to productivity.

About arenaflex

arenaflex is one of the fastest-growing SaaS companies on the planet, empowering over three million teams to break free from silos and reclaim their time—saving at least one day every week. We're not just building software; we're shaping the future of work. Our #1 core value is to provide the best customer experience, period. We're a fun, diverse, and friendly culture that focuses on relationships and knows how to celebrate success!

The Role

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

• Corresponding with our clients via different customer support channels
• Encouraging our amazing clients to maximize their use of platform features and to develop beneficial workflows to supercharge their efforts
• Owning the customer experience and taking the lead to help customers figure out what they need and guide them through to resolution with the least effort possible
• Articulating insights from our customers to our product, development, and marketing teams to help continue shaping arenaflex into an industry leader
• Collaborating with colleagues at all levels throughout the entire organization to find the answer you need
• Educating and empowering our users to become better arenaflex users
• Contributing to the improvement of team processes and client-facing support documentation
• Being a arenaflex ambassador and helping our customers and stakeholders be successful in their roles

The Schedule

We want to provide the best customer service experience! This requires our support team to work shifts on a rotating basis. The flexibility to work evenings and some weekends is necessary to ensure our customers have endless support no matter their timezone. We provide our team with flexibility and options to select their preferred shifts; however, shift assignments are assigned based on company needs.

Required Qualifications

* At least two years of experience supporting customers via multiple communication channels in a technical environment

• Technical skills: Ability to troubleshoot, replicate customer issues, and follow up on customer issues
• Critical and analytical thinking: Ability to evaluate, identify the concern, and take action for further escalation when required
• Attention to detail: Ability to probe for and analyze data to identify best course of action; has great documentation skills
• Strong knowledge of standard help productivity platform solutions is a plus!
• Eligible to work full-time hours

Responsibilities

* Drive product change and improvement through continuous feedback and exposure to projects that help make arenaflex the leading productivity platform

• Works directly with customers to help navigate any questions or actions related to their accounts, including but not limited to:

+ Payments & Refunds + Plan upgrades & Cancellations + Promotions & Discounts + 2FA & Lockouts + Troubleshooting when errors arise

• Assisting customers with self-service billing & account processes
• Navigating CRM payment logs for payment history, inconsistencies, or errors
• Finding financial solutions for customers who may need payment assistance, within our procedures and Terms of Service

Expectations

* Experience in the SaaS industry

• Be comfortable building relationships with a diverse and global customer base across various communication channels
• Able to work independently and prioritize individual workload whilst recognizing when to collaborate and engage with others when needed
• Able to get stuff done whilst having attention to detail. Natural empathetic, yet confident to take charge and control the customer journey and resolve issues effectively and efficiently
• Be a confident communicator, passionate about elevating our customers' experience to become more productive with arenaflex
• A curious and analytical learner that can deep dive into new or existing products to learn them inside out
• Have a strong technical aptitude and a desire to dive into learning technology
• Strong familiarity with arenaflex and Zendesk processes
• You enjoy working in a fun, diverse and friendly culture that focuses on relationships and knows how to celebrate success!

Key Metrics

* Ticket Solves per Hour

• CSAT
• IQS
• Adherence/Attendance

Career/Developmental Path

* Specialization Training

• Senior Customer Support Specialist

Why Join arenaflex?

* We assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person’s journey to build their boldest career.

• arenaflex is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
• We collect and process personal data in accordance with applicable data protection laws.

How to Apply

If you're excited about the role and think arenaflex is the company for you, we encourage you to apply! Please note that we will only initiate contact via an @arenaflex.com email or through our official careers portal on arenaflex.com. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to [email protected].

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