Experienced Full Stack Customer Support Specialist – Web & Cloud Application Development
At arenaflex, we're revolutionizing the way digital product companies approach their payment infrastructure. As a Senior Customer Support Specialist, you'll be part of a dynamic team that's dedicated to providing top-notch support to our growing base of software clients. If you're passionate about solving problems, nurturing relationships, and delivering exceptional customer experiences, we want to hear from you.
About arenaflex
arenaflex is a leading provider of digital payment infrastructure solutions, serving over 5000 software sellers in 245 territories globally. Backed by top investors, including KKR, FTV Capital, Kindred, Notion, and 83North, we're committed to making payments faster, safer, and cheaper for our customers. Our Merchant of Record model takes away the pain of payment fragmentation, empowering our customers to focus on what matters most – growing their businesses.
The Role
As a Senior Customer Support Specialist, you'll be responsible for providing exceptional support to our software clients, resolving complex technical issues, and driving our Product Feedback program to advocate for our customers and improve arenaflex. You'll work closely with our global team of Senior Support Specialists, reporting to the Customer Support Team Lead, who will empower you to have a voice in shaping the future of our department.
Key Responsibilities
* Respond to and resolve customer queries through all our channels (including email, chat, and Twitter), empowering our customers to get the most out of arenaflex and grow their businesses
- Drive our Product Feedback program to advocate for our software sellers and improve arenaflex by incorporating user feedback
- Increase customer satisfaction and build loyalty by providing amazing, personal customer support
- Help to develop our team and arenaflex through contributions to our Knowledge Bases, FAQs, Developer Documentation, and innovating on existing processes, as well as identifying inefficiencies in existing support workflows
- Escalate critical support issues to the appropriate internal channels, and support system-wide status updates
Essential Qualifications
* 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product
- Proficient English speaker
- Basic knowledge of HTML, CSS, and JavaScript, and experience using browser developer tools to investigate issues with seller's implementations
- Experience using and testing APIs, as well as giving customer support on API-related queries
- Comfortable making basic SQL queries
- Used to working remotely and highly organized in communicating with teams across different time zones (GMT, AEST, EST)
- Enjoy interacting with and helping people, and seek to empower and educate our customers
- Bring solutions to the table, not just problems
- Share experiences and feedback with others to build skills
- Continuously seek to improve, rather than settling for the current state
- Comfortable communicating and discussing technical concepts with both technical and non-technical audiences
- Investigative mindset and like to think out of the box
Preferred Qualifications
* Experience working for a B2B SaaS company, ideally offering customer support to other software companies
- Thrive in a dynamic environment and can adapt to evolving priorities
What We Offer
* Attractive salaries
- Stock options
- Retirement plans
- Private healthcare
- Well-being initiatives
- Unlimited holidays
- Enhanced parental leave
- Annual learning fund
- Regular internal and external training
- Opportunity to work with a diverse, growing group of professionals across the globe
- Collaborative and respectful culture
- Flexible work arrangements, including remote work and flexible hours
Why You'll Love Working at arenaflex
* We're a diverse, growing group of professionals who pride ourselves on our transparent, collaborative, and respectful culture.
- We live and breathe our values, which are:
+ Paddle for others + Paddle together + Paddle simply
- We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare, and well-being initiatives.
- We're a 'digital-first' company, which means you can work remotely, from one of our stylish hubs, or even a bit of both!
Everyone is Welcome at arenaflex
* We're committed to removing invisible barriers, both for our customers and within our own teams.
- We recognize and celebrate that every arenaflex team member is unique, and we welcome every individual perspective.
- We encourage you to apply even if you don't match every part of the job ad, especially if you're part of an underrepresented group.
- We'll do everything we can to support any accommodations needed.
If you're passionate about delivering exceptional customer experiences and want to join a dynamic team that's shaping the future of digital payments, apply now to become an arenaflex Senior Customer Support Specialist. Apply for this job