Experienced Customer Support Specialist | $50K-$65K + Remote + Career Growth Opportunities in the SaaS Event Industry

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in fast-paced, entrepreneurial environments where innovation and growth are encouraged? If so, we invite you to join our dynamic team at arenaflex as a Customer Support Specialist. This exciting opportunity offers a unique blend of remote work, career growth potential, and a chance to transform the SaaS event industry.

About arenaflex

arenaflex is a fast-growing, $3M seed-funded B2B SaaS startup revolutionizing how event professionals source and book venues. Our platform streamlines and simplifies event booking management in real-time for event planners, hospitality professionals, and Destination Marketing Organizations (DMOs). With a user base of 150K+ hotels, including industry leaders like Marriott, Hilton, and Hyatt, we're poised for significant growth and expansion beyond Europe and North America.

Our Company Culture

At arenaflex, we value accountability, an ownership mindset, and a data-driven approach. Our collaborative team environment empowers each person to make a real impact on our growth and success. We prioritize autonomy, creativity, and innovation, allowing our team members to think outside the box and bring fresh ideas to the table. With a flat organizational structure and minimal micromanagement, you'll have the freedom to take ownership of your work and contribute to strategic decisions.

Benefits

As a valued member of our team, you'll enjoy a comprehensive benefits package, including:

• 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: 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 hybrid of responsive customer support and proactive outreach, you'll be a key touchpoint for both planners and hotels, helping troubleshoot issues and ensuring timely engagement from all parties.

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

To succeed in this role, you'll need:

• 1-3+ years of experience in SaaS customer support in a startup environment or similar.
• Self-motivation with a track record of working well independently.
• Comfortable being on the phone with customers.
• Excellent communication skills, both written and verbal.
• Ability 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.
• Excitement to work in a startup environment and adaptability to changing priorities in a fluid, high-growth environment.
• Comfortable working a 12 PM to 9 PM EST shift (negotiable based on time zone).
• High proactivity beyond owning a customer support process - not an order taker.
• Clear, professional communication skills, 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

At arenaflex, we're committed to providing a supportive and inclusive work environment that fosters growth and development. If you're a motivated and customer-focused professional looking for a new challenge, we encourage you to apply. Join our team and be part of a dynamic organization that's transforming the SaaS event industry.

How to Apply

If you're ready to take your career to the next level and join a fast-growing startup, apply now by visiting our website at [arenaflex website URL]. We can't wait to hear from you! Apply for this job