Experienced Customer Support Agent (d/f/m) – Revolutionizing Tax Software with Compassionate Expertise

At arenaflex, we're on a mission to transform the tax software market by empowering individuals to take control of their tax returns with confidence. As a Customer Support Agent, you'll be the voice of arenaflex, providing exceptional support to our users as they navigate their tax return journey. With a strong customer relationship at the heart of our success, we're seeking a talented individual to join our Expert Advice Customer Support team and contribute to our mission.

Our Story:

arenaflex has been a pioneer in the tax software industry since its founding in 2016. With a presence in Germany, Spain, and the UK, our team of over 400 professionals, including tax experts, developers, and IT security experts, is dedicated to making tax filing a seamless experience for everyone. Our intuitive app has facilitated over 3.5 billion euros in tax refunds for our customers, and we're committed to continuing this momentum.

Your Challenge:

As a Customer Support Agent at arenaflex, you'll be the first point of contact for our users, providing proactive, empathetic, and knowledgeable support that ensures a smooth, trustworthy experience. You'll be responsible for evaluating user feedback, identifying trends, and proposing meaningful solutions to improve both user experience and team operations. Your expertise will help us continuously improve the arenaflex app, ensuring that our users receive the best possible support.

Your Responsibilities:

* Support users as they prepare their tax returns within the app, providing tailored guidance and clear explanations that help them feel confident and cared for.

• Respond to customer inquiries via email, chat, and phone, ensuring a consistent and high-quality service experience across all touchpoints.
• Answer a wide variety of questions spanning app usage, technical functionality and tech issues, payment-related queries, tax knowledge, and data protection—always with empathy, patience, and precision.
• Act as the central link between our internal Operations teams and tax experts, ensuring users receive timely and accurate support throughout their tax filing journey.
• Contribute to the development and optimisation of support processes and help expand our internal knowledge base to empower team learning and efficiency.
• Identify trends, pain points, and recurring themes in customer conversations to propose meaningful solutions that improve both user experience and team operations.
• Actively capture user feedback, flag opportunities for product enhancements, and work closely with cross-functional teams to drive continuous improvement.
• Contribute to cross-team projects or seasonal initiatives that shape the evolution of our service and support experience.

Your Profile:

* You have around 2-3 years of experience in providing outstanding customer care, whether in a B2C or B2B context. Experience in the hospitality or retail industry is also welcome.

• You have excellent written and spoken German and English skills.
• You exhibit a customer-centric mindset and a passion for excellent customer service.
• You have experience in content review and quality within customer communication.
• You possess a problem-solving and process-oriented attitude.
• Knowledge of tax matters is a plus but not a requirement.
• You have familiarity with generative AI tools.

Why arenaflex?

* A chance to do meaningful, people-centric work with an international team of passionate professionals.

• Holistic well-being with free mental health coaching sessions and yoga.
• A monthly allowance to spend on an extensive range of services that you can use and roll over as flexibly as you like.
• 30 annual vacation days and flexible working hours.
• A generous learning budget to support your personal and professional development and guidance from our internal L&D experts.
• Work from abroad for up to six weeks every year. Just align with your team, and then enjoy your trip.
• Plenty of opportunities to socialise as a team. In addition to internal meetups, our international team hosts regular get-togethers—virtually and in person when possible.
• Free tax declaration filing, of course, through the arenaflex app—and internal support for all personal tax-related questions.
• Have a four-legged friend in your life? We’re happy to have dogs join us in the office.

Equal Employment Opportunities:

At arenaflex, we believe that incredible things happen when you have a wealth of perspectives and experiences. We're proudly committed to equal employment and development opportunities no matter your gender, race, religion, age, sexual orientation, colour, disability, or place of origin. To help mitigate any potential unconscious biases, we ask that you refrain from including your picture, age, or marital status on your CV. Let your experiences speak for themselves.

Not Sure if You Meet the Requirements?

Please apply anyway. You might bring something special to the team that we hadn't considered previously.

Ready to Join the arenaflex Team?

Apply now and become a part of our mission to revolutionize the tax software market with compassionate expertise. Apply for this job