Experienced Customer Support Specialist | $50K-$70K + Remote + Career Growth Opportunities | Join arenaflex

About arenaflex

arenaflex is a fast-growing, $3M seed-funded B2B SaaS startup revolutionizing how event professionals source and book venues. Their platform streamlines and simplifies event booking management in real time for event planners, hospitality professionals, and DMOs. Their platform is also used by 150K+ hotels, including industry leaders such as Marriott, Hilton, and Hyatt.

Company Culture

arenaflex values accountability, an ownership mindset, and a data-driven approach. Their collaborative team where each person's contributions directly impact their success. arenaflex is scaling fast where micromanagement does not exist, and you'll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes. You'll work closely with the founders and C-Suite, allowing you to make a real difference and be part of strategic decisions.

Benefits

arenaflex offers a comprehensive benefits package, including:

• Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental.
• Maternity Leave: Support for growing families.
• Future 401K Plan: Coming soon!
• Quarterly Meetups: Connect and collaborate in person with the team.
• Remote work budget: Opportunities for leadership advancement.

Job Description

We seek a detail-oriented, people-first Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and proactive outreach to hotels that need to join the platform to respond to active RFPs. (Help onboard hotels onto the platform as well)

Responsibilities

* Hotel Onboarding & RFP Management:

• Proactively reach out to hotels that need to join our platform to respond to planner RFPs.
• Follow a proven script and onboarding process, adapting when needed.
• Track and maintain consistent follow-ups with hotels.
• Maintain and update hotel contact information and associate hoteliers with their properties.
• Monitor RFP response rates and identify/prioritize overdue RFPs.
• Facilitate communication between hotels and planners.
• Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.
• Customer Support:
• Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.
• Update and improve existing support content and macros to reflect product updates.
• Provide feedback to product and customer success teams to improve user experience.
• Help Center:
• User Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content.
• Collaboration: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.

Qualifications

* 1-3+ years of experience in SaaS customer support in a startup environment or similar.

• Self-motivated with a track record of working well independently.
• Must be comfortable being on the phone with customers.
• Excellent communication skills, both written and verbal.
• Must be able to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule.
• Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
• Must be comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
• Highly proactive beyond owning a customer support process - not an order taker.
• A clear, professional communicator, both written and verbal.
• Comfortable with learning and utilizing customer support tools, email, and chat messaging.
• Process-oriented yet adaptable in a fast-moving environment.
• Highly organized and proactive with strong follow-through.
• Experience or interest in the events/hospitality industry is a bonus.

Additional Information

arenaflex is more than just a recruiting company. We're your hiring, business development, and growth partner with 20+ years of experience in SaaS and Hi-Tech that helps you scale and transform your business. We've worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you're struggling to grow, we're an ideal choice. Reach out to us at www.arenaflex.com to learn more about how we can help you.

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