Experienced Customer Experience Chatroom Operator – Conversational SMS Platform

At arenaflex, we're revolutionizing the way brands interact with their customers through our cutting-edge AI-driven conversational SMS platform. We're seeking a highly skilled and detail-oriented Customer Experience Chatroom Operator to join our remote team in Ohio. As a key member of our team, you'll play a critical role in ensuring seamless, high-quality interactions with consumers, handling sensitive and enterprise-level conversations, and supporting client user acceptance testing (UAT).

About arenaflex

arenaflex is an innovative AI-driven conversational SMS marketing platform and the first Conversational Texting company of its kind. We help some of the biggest brands in the world improve engagement rates and customer interactions through automated, human-like conversations. Operating entirely remotely, arenaflex enables brands to connect with consumers using AI-powered conversational outreach strategies, including two-way texting, scheduled calling, and voicemail messages. Backed by proprietary natural language processing models, our platform has handled over half a billion humanized conversations, delivering automation at an unmatched scale in the messaging industry.

Key Responsibilities

As a Customer Experience Chatroom Operator, you'll be responsible for:

• Reviewing and responding to inbound text messages using pre-set canned responses
• Enhancing canned responses to add context and a human touch
• Handling enterprise-level and sensitive conversations with professionalism and discretion
• Auditing chatroom data for accuracy, compliance, and AI training improvements
• Assisting in training new chatroom operators and sharing best practices
• Supporting client user acceptance testing (UAT) by evaluating and providing feedback on chat interactions
• Balancing efficiency with high-quality responses to maintain low wait times and minimize backlog
• Maintaining a high level of response quality—interactions are evaluated using a 1-4 rating scale for accuracy and effectiveness

What We're Looking For

We're seeking a candidate with:

• Exceptional attention to detail and a commitment to accuracy
• Strong typing skills (no 'hunt and peck' typing)
• Excellent grammar, spelling, and logical reasoning skills
• Ability to interpret user intent when messages contain typos, slang, or ambiguous phrasing
• Clear and professional written communication
• Reliable and responsible in adhering to a designated schedule
• Ability to handle and analyze sensitive customer interactions
• Experience with auditing and training is a plus
• Access to a stable and secure private internet connection (company computer provided)

Compensation and Work Schedule

* Competitive salary based on experience

• Full-time: 40 hours per week
• Shifts: This role is staffed from 8 AM – 12 AM EST (flexible scheduling within these hours)
• Location: Work from home with remote training conducted via Zoom

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Experience Chatroom Operator, you'll have opportunities to:

• Develop your skills in conversational AI, customer experience, and data analysis
• Work with a talented team of professionals who are passionate about innovation and customer satisfaction
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Collaborate with cross-functional teams to drive business growth and improvement

Work Environment and Company Culture

arenaflex is a remote-first company that values flexibility, autonomy, and work-life balance. Our team is passionate about innovation, customer satisfaction, and making a positive impact on the world. We're committed to creating a diverse and inclusive work environment that fosters growth, learning, and collaboration.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary, comprehensive benefits package, and a range of perks and benefits, including:

• Competitive salary based on experience
• Comprehensive health, dental, and vision insurance
• 401(k) retirement plan with company match
• Flexible paid time off and holidays
• Professional development opportunities and training programs
• Access to cutting-edge technology and tools
• Collaborative and dynamic work environment

How to Apply

If you're a detail-oriented, tech-savvy communicator who thrives in a fast-paced environment, we'd love to have you on our team! Apply today by submitting your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and free from discrimination. Apply for this job