Experienced Customer Support Advocate – Championing Exceptional Experiences at arenaflex
At arenaflex, we're revolutionizing the way people experience short-term rentals by building innovative software that empowers hosts to rent their properties directly to guests. Our mission is to create a seamless and enjoyable journey for both hosts and guests, and we're looking for a talented Customer Support Advocate to join our team.
As a Staff Customer Support Advocate at arenaflex, you'll be the face of our customer support team, providing exceptional experiences for our customers while driving strategic initiatives that shape our support operations. You'll be working in a fully distributed and remote-only environment, collaborating with a diverse team of experts who share your passion for delivering outstanding customer service.
About arenaflex
arenaflex is a bold and innovative company that takes on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. Our customers love our product, provide valuable feedback, and trust us to rapidly help with their problems. We're proud to be recognized as one of Inc.'s Best Workplaces for 2023.
What You'll Be Working On
As the Staff Customer Support Advocate, you'll spend around 60-70% of your time in the queue, supporting our customers via email, live chat, and troubleshooting calls as needed. The remaining 30-40% of your time will be dedicated to leading strategic projects that impact the overall customer experience, such as:
* Improving customer-facing documentation
* Training our AI solution
* Creating training materials for our team
* Investigating and troubleshooting challenging user issues with advanced technical knowledge
* Providing expert frontline customer support, handling complex cases and serving as an example of customer service excellence
* Answering questions throughout the entire user journey via live chat, email, and Zoom calls
* Serving as a Product Expert, providing insights and advice to Product Managers and other stakeholders
* Creating comprehensive educational content (videos, documentation, quizzes) for customers and internally
What We're Looking For
We're seeking a highly experienced and skilled Customer Support Advocate who can champion exceptional customer experiences while driving strategic initiatives that shape our support operations. If you're passionate about delivering outstanding customer service and have a proven track record of success in SaaS customer-facing roles, we want to hear from you.
Essential Qualifications
* Significant (7+ years) experience in customer-facing roles, especially in SaaS
* Excellence (and a genuine fun!) in frontline customer support with consistent high performance
* Advanced troubleshooting abilities for complex technical issues
* Experience balancing daily support responsibilities with strategic initiatives
* Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation
* Experience mentoring team members and driving knowledge sharing, for example by running product trainings, shadowing sessions, peer reviews, or onboarding sessions
Preferred Qualifications
* Experience working with short-term rental businesses or as an Airbnb host
* Familiarity with arenaflex's product and services
What We Offer
At arenaflex, we're committed to creating a supportive and caring team environment where you're trusted, not managed. We offer:
* A gross salary for US employees ranging from $81,787.68 to $102,521.90
* An extra incentive into our equity with RSUs through our $HOST token (not tied to location or status)
* Up to 35 paid days off per year, including self-serve public holidays, sick leave, and parental leave when needed
* Healthcare (including EPO, PPO, and HSA) and 401(k) for US employees
* Mental-health and emotional support with therapists on call through Slack
* Recognition as one of Inc.'s Best Workplaces for 2023
Schedule and Location
We're looking for a Staff Customer Support Advocate to join our team in a North American time zone (for example, based anywhere in the USA). The role will be reporting Sunday through Thursday, and we're aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5).
How to Apply
If you're passionate about delivering exceptional customer experiences and have a proven track record of success in SaaS customer-facing roles, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert application link].
We can't wait to hear from you and explore how you can join our team as a Staff Customer Support Advocate at arenaflex!
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About arenaflex
arenaflex is a bold and innovative company that takes on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences.
What You'll Be Working On
As the Staff Customer Support Advocate, you'll spend around 60-70% of your time in the queue, supporting our customers via email, live chat, and troubleshooting calls as needed. The remaining 30-40% of your time will be dedicated to leading strategic projects that impact the overall customer experience, such as:
- Improving customer-facing documentation
- Training our AI solution
- Creating training materials for our team
- Investigating and troubleshooting challenging user issues with advanced technical knowledge
- Providing expert frontline customer support, handling complex cases and serving as an example of customer service excellence
- Answering questions throughout the entire user journey via live chat, email, and Zoom calls
- Serving as a Product Expert, providing insights and advice to Product Managers and other stakeholders
- Creating comprehensive educational content (videos, documentation, quizzes) for customers and internally
What We're Looking For
We're seeking a highly experienced and skilled Customer Support Advocate who can champion exceptional customer experiences while driving strategic initiatives that shape our support operations. If you're passionate about delivering outstanding customer service and have a proven track record of success in SaaS customer-facing roles, we want to hear from you.
Essential Qualifications
We're looking for candidates with:
- Significant (7+ years) experience in customer-facing roles, especially in SaaS
- Excellence (and a genuine fun!) in frontline customer support with consistent high performance
- Advanced troubleshooting abilities for complex technical issues
- Experience balancing daily support responsibilities with strategic initiatives
- Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation
- Experience mentoring team members and driving knowledge sharing, for example by running product trainings, shadowing sessions, peer reviews, or onboarding sessions
Preferred Qualifications
We're also looking for candidates with:
- Experience working with short-term rental businesses or as an Airbnb host
- Familiarity with arenaflex's product and services
What We Offer
At arenaflex, we're committed to creating a supportive and caring team environment where you're trusted, not managed. We offer:
- A gross salary for US employees ranging from $81,787.68 to $102,521.90
- An extra incentive into our equity with RSUs through our $HOST token (not tied to location or status)
- Up to 35 paid days off per year, including self-serve public holidays, sick leave, and parental leave when needed
- Healthcare (including EPO, PPO, and HSA) and 401(k) for US employees
- Mental-health and emotional support with therapists on call through Slack
- Recognition as one of Inc.'s Best Workplaces for 2023
Schedule and Location
We're looking for a Staff Customer Support Advocate to join our team in a North American time zone (for example, based anywhere in the USA). The role will be reporting Sunday through Thursday, and we're aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5).
How to Apply
If you're passionate about delivering exceptional customer experiences and have a proven track record of success in SaaS customer-facing roles, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert application link].
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