Experienced Customer Support Associate & Web & Cloud Application Specialist – West Coast
At arenaflex, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland, and a remote workforce. Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand. This remote role reports to a Customer Support Team Lead.
Your First Two Weeks at arenaflex
Your first two weeks at arenaflex will include mandatory virtual training from September 08 – September 19 remotely taking place in the Pacific Timezone. You must currently live in the following states to apply: Arizona, Idaho, Utah, New Mexico, Oregon, or Washington.
Applicant Requirements
Applicants must have a dedicated home office setup with a reliable and stable Wi-Fi connection. Please note that we do not support digital nomad lifestyles or international work arrangements.
Key Responsibilities
You will be responsible for:
- Responding to customer-submitted live chats and email in a timely manner
- Queue-based, typing work will account for approximately 90% of the role
- Live Chat is our primary channel of support in this role
- Troubleshooting and guiding customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
- Independently meeting targets across Quality, Productivity, and Customer Satisfaction, in email and live chat
- Staying up to date on new product features and improvements
- Identifying isolated customer experiences and escalating important issues
Who We're Looking For
We're looking for someone with:
- Open availability to work a 40-hour work week that spans weekends and holidays as our customers need us
- 1+ years customer-facing experience required in a similar role (retail, hospitality, online support)
- Expertise with written communication and the ability to spot spelling and grammar errors
- Proficiency with decoding conversations, identifying the cause, and aligning on end goals
- Capability of prioritizing competing requests
- Familiarity with the arenaflex platform
- Consistent and dependable Wi-Fi and a personal workspace that allows you to be free from distraction and fully customer-focused
- Currently live in: Arizona, Idaho, Utah, New Mexico, Oregon, or Washington
Benefits & Perks
arenaflex offers a comprehensive benefits package, including:
- A choice between medical plans with an option for 100% covered premiums
- Health Savings Account with arenaflex funding
- Fertility and adoption benefits
- Supplemental Insurance plans
- Headspace mindfulness app subscription
- Global Employee Assistance Program
- Retirement benefits with employer match
- Flexible paid time off
- 20 weeks for parental leave and up to 12 weeks to care for an ill family member
- $100 per month remote stipend
- Access to supplemental insurance plans for additional coverage
- Education reimbursement
- Employee donation match to community organizations
- 8 Global Employee Resource Groups (ERGs)
Cash Compensation Range: $18.50 USD per hour
The hourly rate for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. Some roles may be eligible for overtime pay.
About arenaflex
arenaflex is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit https://www.arenaflex.com/about/careers.
Our Commitment
Today, more than a million people around the globe use arenaflex to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At arenaflex, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
Apply Now
If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we encourage you to apply for this exciting opportunity. Please note that we will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge. Apply to this job Apply for this job