Experienced Customer Support Specialist I – Digital Marketing Product Suite

At arenaflex, we're a team of seriously awesome people who take ownership and make an impact by operating with the mindset, integrity, and courage of a small business owner. There's something profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits, and individuals succeed by giving them all the help and tools they need to grow online. We're energized by new challenges and new possibilities – and we're just getting started!

About arenaflex

arenaflex is a leading provider of digital marketing solutions, empowering small businesses and non-profits to succeed in the online world. Our mission is to provide world-class service, guidance, and support to our customers, helping them maximize the value of our product suite. As a Customer Support Specialist I at arenaflex, you'll play a critical role in delivering exceptional service, resolving customer issues, and promoting customer retention.

Job Summary

We're seeking an experienced Customer Support Specialist I to join our team. As a seasoned customer support professional, you'll provide expert-level support in a fast-paced, metrics-driven environment. You'll serve as a trusted advisor to our users, ensuring their inquiries are resolved and their success is supported through your communication, critical thinking, and technical fluency.

Key Responsibilities

* Deliver Exceptional Service: Handle inbound customer interactions via phone with professionalism, clarity, and empathy.

• Technical and Account Troubleshooting: Use available tools (e.g., Salesforce, Five9) to diagnose and resolve issues efficiently.
• Customer Retention: Apply preventative retention techniques by understanding root causes and offering appropriate resolutions.
• Product Guidance: Educate users on product functionality, marketing best practices, and help center tools to support long-term success.
• Escalation Management: Identify critical issues requiring escalation and work cross-functionally to resolve them swiftly.
• Documentation: Accurately document all customer interactions and actions taken in Salesforce.
• Remote Work Protocol: Adhere to a consistent work schedule, including two 15-minute breaks and one 30-minute lunch.
• Team Collaboration: Actively participate in team communication via Slack and internal tools to ensure visibility and alignment.

What We're Looking For

* Call Center Experience: Minimum of 2+ years in a call center environment; SaaS, subscription-based, or tech support experience preferred.

• KPI Familiarity: Comfortable working in a performance-based environment, familiar with metrics such as AHT, CSAT, QA, and FCR.
• Tech Proficiency: Experience with Salesforce, Five9, and general troubleshooting of online tools or platforms.
• Social Media Savvy: Familiarity with social media platforms and how they can relate to small business marketing.
• Customer De-Escalation Skills: Proven success in handling challenging conversations with empathy and professionalism.
• Remote Readiness: Must have stable internet and a quiet, distraction-free workspace to ensure optimal performance.
• Customer-First Mentality: Deep commitment to solving customer issues with empathy, urgency, and care.
• Retention-Focused: Ability to understand customer needs and proactively provide solutions that build loyalty.

Preferred Attributes

* Passion for helping small businesses grow.

• Strong communication and active listening skills.
• Ability to remain organized and focused while multitasking.
• Self-starter who thrives in a remote environment with minimal supervision.
• Adaptable to change and eager to learn in a fast-paced setting.

Why Join arenaflex?

* We celebrate one another's differences and are proud of our culture of diversity and inclusion.

• Join the experts: If you're passionate about supporting businesses and organizations, you won't find a better spot to share your talent.
• Opportunities to grow your career: We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities, and professional development opportunities.
• Generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family.

Work Environment and Culture

* arenaflex is a hybrid workforce, combining the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

• Our team is passionate about supporting small businesses and non-profits, and we're committed to creating a culture that values diversity, inclusion, and employee growth.

Compensation and Benefits

* Hourly rate beginning at $19/hr, with performance-based increases available within the first year.

• Competitive benefits package, including health and welfare benefits, paid leave, and opportunities for professional development.

How to Apply

If you're driven by purpose, excited to support small businesses, and experienced in delivering impactful customer support, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment and do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status, or any other status protected under applicable law. Apply for this job