Experienced Customer Experience Specialist – Middle Shift – Unlocking Global Potential with arenaflex

At arenaflex, we're revolutionizing the future of work by harnessing the power of human expertise and digital teammates to drive unprecedented productivity gains for the world's leading enterprises. As a Customer Experience Specialist on our Middle Shift team, you'll play a pivotal role in delivering exceptional support to our users, fostering a culture of customer obsession, and driving business growth.

About arenaflex

arenaflex is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world's leading enterprises. We're on the frontier of an entirely new category: Agentic AI. Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves. Whether you're launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, arenaflex turns knowledge into action and action into scale. Over 1,000 companies, including 20% of the Fortune 500, rely on arenaflex to bring their business to the world—instantly, accurately, and in every language. As a Series C company with 130% year-over-year growth, we're scaling fast and investing in people who want to shape the future of work with us.

Mission

As a Customer Experience Specialist at arenaflex, your mission is to address our customer's needs by offering assistance with empathy, passion, and clear communication, collaborating closely with the product team by reporting feedback and escalating issues (feature requests, bugs, etc.) as needed. By delivering excellent support to our amazing users, you're expected to maintain a great customer satisfaction rate in this role.

Outcomes:

* Keep the CSAT above 96%

• Ensure SLA goals are met (target > 95%)
• Passionate and ready to pick and resolve tickets from the queue (Average 50 tickets per week)
• Should learn new technologies or new offerings of the product independently (training and help will be provided)
• Should strive for the resolution of issues within 2 business days across all customers

Your Responsibilities:

* Resolve customer requests in modern ticketing systems such as Zendesk and YouTrack

• Engage with customers via tickets during respective shifts
• Effectively take part in the rotational on-call roster to help our enterprise customers with critical issues during off-business hours. We offer on-call allowances as per the shifts.
• Brainstorm and troubleshoot complex issues
• Develop and maintain documentation for the user's help center and internal usage
• Escalate customer requests to other teams (product, infrastructure, DevOps, etc.)
• Engage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams such as the Accounts management team and Sales for a top-notch customer experience.

Requirements:

* Must have or practice consistently the values of customer obsession, empathy, ownership, and openness

• Excellent written and spoken English communication skills
• Knowledge of and experience with a blend of Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions
• Must be willing and able to work Middle Shift, 10am-7pm CST
• Must have experience working with Zendesk and Slack
• Must have experience working in a SaaS environment in a support role
• Experience with localization and translation is a plus
• Possess exceptional troubleshooting and problem-solving skills
• Readiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthrough
• Openness to constructive feedback and the opinions and ideas of others

Why Join arenaflex?

* Fully remote team: We are a global team of 200+ enthusiastic people spread across 30+ countries. We have been fully remote since 2020, with some locations populated with more arenaflexers than others, such as Boston, NYC, SF, the Bay Area, London, and Lisbon.

• Innovating a $100 Billion industry: arenaflex's innovative approach towards multilingual content, taps into a $100B industry. Our platform enables enterprise end users to stop using traditional outsourcing methods, and start enjoying an easy-to-use, AI-powered SaaS, that delivers immediate high-quality results, at a fraction of the cost.
• High impact role enabling innovation and inclusion in organizations: You will enjoy building with us. You will drive changes in how an old-fashioned global language industry operates while improving how hundreds of thousands of people work and millions of people exchange knowledge and ideas worldwide.
• Join the rocketship to scale-up 10x and beyond together: We are looking for someone to become an integral part of our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series C startup to a company exceeding $100M in ARR and $1B in valuation. Our journey isn’t for the faint of heart. We are growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here.
• arenaflex Culture: Where Diversity Meets High Performance: At arenaflex, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and clear, honest and direct communication. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to diversity and inclusion is steadfast, and we stand firmly against discrimination and harassment.

If you're passionate about delivering exceptional customer experiences, driving business growth, and shaping the future of work, we want to hear from you! Apply now to join our Middle Shift team and be a part of arenaflex's exciting journey! Apply for this job