Experienced Technical Customer Success Specialist – E-commerce Enablement Platform

At arenaflex, we're revolutionizing the e-commerce landscape with our comprehensive suite of tools, empowering merchants to navigate the rapidly evolving digital landscape with confidence. As a Technical Customer Success Specialist, you'll play a crucial role in providing technical support, assisting sales teams with technical expertise, and supporting new customer onboarding through Shopify theme customization. If you're a problem-solver with a user-first mindset, a passion for e-commerce, and a knack for technical troubleshooting, we want to hear from you.

About arenaflex

arenaflex is an e-commerce enablement platform that offers scaling solutions across personalized messaging, social commerce, and customer retention. Our suite of products drives more than $1 billion in aggregate incremental gross merchandise volume for over 35,000 merchants worldwide. With a comprehensive suite of tools, we help merchants navigate the rapidly evolving digital landscape with confidence.

About the Role

As a Technical Customer Success Specialist, you'll be wearing multiple hats, playing a crucial role in providing technical support, assisting sales teams with technical expertise, and supporting new customer onboarding through Shopify theme customization. This is not a traditional account management or customer relationship role; this is a technical role with more development and systems responsibilities rather than frontline support.

Primary Responsibilities

* Effectively communicate with customers to troubleshoot user experiences and maximize customer satisfaction.

• Assist merchants with app installations, integrations, debugging issues, and using developer tools, escalating complex technical issues to the appropriate teams when necessary.
• Guide new merchants through the setup process, ensuring they understand the platform's features and best practices for subscription success.
• Contribute to help center articles, FAQs, and internal resources to empower merchants with self-service support options.
• Serve as the “voice of the customer” and provide feedback to product and marketing teams on how we can better serve our customers.
• Represent the arenaflex team and maintain a positive, empathetic tone with customers.

Important Traits for Success

* User-first mindset: the specialist approaches problems by first understanding the user’s needs.

• Technical Proficiency: Comfortable troubleshooting technical issues, debugging errors using developer tools, and assisting with Shopify app installations and configurations. Ability to document and escalate bugs effectively.
• Empathy: the specialist can effectively put themselves in the shoes of a user and articulate what their needs are.
• Collaborate cross-functionally: the specialist is comfortable working across internal teams (product, marketing, leadership) to effectively communicate customer needs internally and communicate product and marketing features externally.
• Problem solver: the specialist can approach problems in a logical, structured way; can help customers brainstorm solutions, or know when to elevate requests to technical support.
• Strong communicator: the specialist is an attentive and active listener and can explain interact with customers with a positive tone.
• Results driven, you use data to emphasize the needs of your customers.
• Demonstrate arenaflex’s six Core Values in all professional interactions: 1) Urgency & Action 2) Customer-Focus 3) Problem-Solving 4) Continuous Improvement 5) Open Communication 6) Collaboration & Diversity.

Requirements & Preferred Qualifications

* 4+ years of experience in customer success, account management, technical support, or consultative customer-facing roles.

• Proficiency in Shopify theme development and customization with Liquid.
• Proven experience in SQL, JavaScript, and CSS.
• Ability to troubleshoot technical issues, debug errors, and work with developer tools.
• Experience working with email marketing solutions, Gsuite, custom sending domains, and CRM tools.
• Our teams cover multiple time zones. Leadership and support structures will be in place but qualified candidates must have a proven track recording of being resourceful and self-sufficient.
• Experience working collaboratively with technical counterparts.
• Excellent written and oral communication skills with the ability to document and interface with both customers and internal teams.
• Direct industry experience in e-commerce or B2B SaaS; ideally experience working with SMB customers.
• Data science background is preferred but not required.

Hiring Process

* Initial Screen with People Ops Manager - 30 Minutes

• Skills Assessment - 5 Business Days to complete
• First Round Interview with Head of Customer Success - 30 Minutes
• Final Interview with Chief Revenue Officer & Customer Success Manager - 45 Minutes

Benefits & Perks

* Work From Home Stipend

• Therapy/Mental Health Reimbursement
• Paid Parental Leave
• Flexible Time Off
• Annual Company Retreat
• Company Swag

If you're a motivated and technical individual with a passion for e-commerce, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job