Experienced Customer Support and Success Specialist – Coffee Roaster Industry
At arenaflex, we're passionate about helping coffee roasters streamline their weekly sales and production planning process, allowing them to focus on what matters most – their team, customers, and community. As a key member of our remote team, you'll play a vital role in ensuring our customers have a seamless experience with our product and our team. If you're a self-starter with excellent communication skills, a curious mindset, and a passion for solving puzzles, we'd love to hear from you!
About arenaflex
arenaflex is a cutting-edge software company dedicated to revolutionizing the coffee roasting industry. Our innovative platform helps coffee roasters automate their day-to-day tasks, freeing up time to focus on what truly matters. With a small but mighty team, we're passionate about our product, people, and making a positive impact on the world. We believe in the importance of work-life balance, which is why we offer a fully remote work environment that allows you to work from anywhere, at any time.
The Role
As an Experienced Customer Support and Success Specialist, you'll be responsible for helping to onboard new customers, managing and responding to support requests, and proactively reaching out to customers in trial to ensure a smooth onboarding process. This role combines elements of support, customer success, and sales, making it a key customer-facing position on our team. You'll work closely with our engineering and product teams to identify opportunities to empower users and improve the customer experience.
Key Responsibilities
* Respond to incoming support requests in a timely and effective manner
- Proactively reach out to customers in trial to ensure a smooth onboarding process
- Collaborate with the team to improve the customer experience and identify opportunities to empower users
- Conduct user training via Zoom and create self-help documentation with video tutorials
- Partner with engineering and product teams to test software applications and provide feedback
- Track and report success metrics and attend weekly team meetings
- Perform other duties as assigned
Your Characteristics and Traits for Success
* Ability to empathize with the goals and desires of coffee roasters and their customers
- Goal-oriented and motivated to set and achieve goals
- Ability to remain calm and empathize with frustrated customers
- Curious and always learning mindset, with a willingness to learn new skills and technologies
- Comfortable working independently and communicating via video and online messaging platforms like Slack
- Proactive and responsible, with a focus on ensuring customer success
Your Daily Challenges
* Answering help desk tickets in an accurate, effective, and timely manner
- Working with the team to improve the customer experience and identify opportunities to empower users
- Conducting user training via Zoom and creating self-help documentation with video tutorials
- Partnering with engineering and product teams to test software applications and provide feedback
- Tracking and reporting success metrics and attending weekly team meetings
Your Experience and Qualifications
* 2+ years of experience in online customer service or customer support (required)
- 2+ years of experience in customer success (required)
- 2+ years of hands-on experience working in B2B (or B2C) SaaS (required)
- Experience working at a coffee roastery (nice to have but not required)
- Experience using HelpScout (nice to have)
- Experience in working with goals and metrics (KPIs) in previous roles
- Excellent communication skills, both written and verbal
- Experience working as part of a remote team
Your Compensation
* Compensation varies with experience and qualifications
- This is a full-time remote/work from home contract position
- Pay is between $1500-$2500 USD / month
- Reference checks will be conducted on final candidates
Why Join arenaflex?
* Work from anywhere, at any time, with a fully remote work environment
- Collaborate with a small but mighty team that's passionate about our product and people
- Make a positive impact on the coffee roasting industry and the world
- Enjoy a competitive compensation package and benefits
- Opportunities for career growth and professional development
How to Apply
If you're a motivated and customer-focused individual with a passion for the coffee roasting industry, we'd love to hear from you! Please click the link below to fill out our application: Apply Now! We can't wait to hear from you! Apply for this job