Experienced Customer Support Associate – West Coast

Join arenaflex, a design-driven platform empowering entrepreneurs to build brands and businesses online, as a Customer Support Associate on the West Coast. As a key member of our Customer Operations team, you will be at the forefront of delivering exceptional customer experiences, leveraging your system knowledge and commitment to resolving issues in a timely manner. This remote role offers a unique opportunity to work with a talented team, contribute to the growth of our customers, and enjoy a comprehensive benefits package.

About arenaflex

arenaflex is a leading 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.

Our Commitment

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.

The Role

As a Customer Support Associate, you will be responsible for:

• Responding to customer-submitted live chats and email in a timely manner
• 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
• Working a 40-hour work week that spans weekends and holidays as our customers need us

Key Responsibilities

* Respond to customer-submitted live chats and email in a timely manner

• Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
• Independently meet targets across Quality, Productivity, and Customer Satisfaction, in email and live chat
• Stay up to date on new product features and improvements
• Identify isolated customer experiences and escalate important issues
• Work a 40-hour work week that spans weekends and holidays as our customers need us

Requirements

* 1+ years of customer-facing experience 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 WiFi 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

* 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: $17.55 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.

What You'll Get To Do

* Work with a talented team to deliver exceptional customer experiences

• Contribute to the growth of our customers and the success of arenaflex
• Enjoy a comprehensive benefits package and competitive compensation
• Develop your skills and expertise in a dynamic and supportive environment
• Be part of a company that values diversity, equity, and inclusion

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!

Note

arenaflex 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 for this job