Experienced Customer Support Chat Specialist – Empowering Nonprofits through Exceptional Service

At arenaflex, we're on a mission to revolutionize the way nonprofits raise funds and engage with their supporters. As a Customer Support Chat Specialist, you'll play a vital role in helping us achieve this goal by providing top-notch support to our users. If you're passionate about making a difference in the lives of changemakers, we want to hear from you.

About arenaflex

arenaflex is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Our platform is designed to help nonprofits replace multiple tools, launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts – all in one place. We've been certified as a Great Place to Work in 2021, 2022, 2023, and 2024, and are the #1 rated nonprofit software company on G2 across multiple categories.

Job Summary

As a Customer Support Chat Specialist, you'll be the first point of contact for our users, providing timely and accurate responses to their queries via live chat and email. You'll also be responsible for following up with unresponsive users and leads, identifying user needs, and helping customers implement specific features. If you're a customer-centric individual with excellent communication skills and a passion for helping others, we encourage you to apply.

Responsibilities

* Respond to queries from users in a timely and accurate way via live chat and email

• Follow up with unresponsive users and leads to ensure their questions are resolved
• Proactively identify user needs and help customers implement specific features
• Analyze product malfunctions (for example, by testing different scenarios or impersonating users) and report them
• Gather user feedback, feature requests, and workarounds, and proactively suggest improvements
• Collaborate with the Customer Support team to resolve complex issues and improve overall customer satisfaction
• Stay up-to-date with product knowledge and features to provide accurate and helpful responses to users

Requirements

* 2+ years of experience working remotely in the tech industry

• 2+ years of experience as a Customer Support Specialist or similar CS role
• Experience handling multiple incoming chat requests simultaneously
• Access to a computer or laptop and reliable internet (2nd monitor recommended)
• Experience using help desk software and remote tools (i.e. Intercom, Slack, Notion)
• Excellent written and verbal communication skills in English
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong problem-solving skills and attention to detail
• Ability to work independently and as part of a team

Preferred Qualifications

* Experience working with nonprofit organizations or in the charitable sector

• Familiarity with fundraising and CRM software
• Experience with data analysis and reporting
• Certification in customer service or a related field

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong attention to detail and organizational skills
• Ability to work independently and as part of a team
• Strong technical skills, including proficiency in help desk software and remote tools
• Ability to learn and adapt quickly to new software and systems

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Support Chat Specialist, you'll have the opportunity to:

• Develop your technical skills and knowledge of our platform
• Collaborate with cross-functional teams to resolve complex issues and improve overall customer satisfaction
• Participate in training and development programs to enhance your customer service skills
• Take on additional responsibilities and contribute to the growth and success of our organization

Work Environment and Company Culture

arenaflex is a remote-friendly company that values flexibility and work-life balance. As a Customer Support Chat Specialist, you'll have the opportunity to work from home and enjoy a healthy and supportive work environment. We're a mission-driven company that's passionate about making a difference in the lives of changemakers, and we're looking for like-minded individuals to join our team.

Compensation and Benefits

* $9 - $9.50 an hour

• Direct-pay contractor position with bi-monthly payments via wire transfer to your Philippines bank account
• Generous bonus plan
• Remote work opportunities with flexible scheduling
• Healthy and supportive work environment
• Holiday policy: Givebutter Support is open 24/7. If you work a US holiday, you will get your regular pay plus a day of vacation time to bank and use anytime in the next 12 months.

How to Apply

If you're a customer-centric individual with a passion for helping others, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications.

Start Date:

January 6, 2025

Permanent Schedule:

Tuesday - Thursday, 11:30 PM EST - 9:30 AM EST

Tentative Deployment Date:

April 1, 2025

Training Schedule:

Monday - Friday, 9 AM - 6 PM

3 Months of Paid Training

We can't wait to hear from you! Apply for this job