Experienced Customer Support Specialist | $50K-$65K + Remote + Career Growth Opportunities | Join arenaflex and Revolutionize the SaaS Event Industry

Are you ready to embark on a thrilling career journey with a fast-growing SaaS company that's transforming the event industry? Look no further! arenaflex is seeking an exceptional Customer Support Specialist to join our dynamic team. As a key member of our support team, you'll play a vital role in ensuring our customers have a seamless and successful experience on our platform. If you're passionate about delivering top-notch support, working in a startup environment, and growing with a company that's making waves in the industry, this is the perfect opportunity for you.

About arenaflex

arenaflex is a revolutionary SaaS company that's changing the way event professionals source and book venues. Our platform streamlines and simplifies event booking management in real-time for event planners, hospitality professionals, and Destination Marketing Organizations (DMOs). With a growing customer base of 150,000+ hotels, including industry leaders like Marriott, Hilton, and Hyatt, we're poised for rapid expansion and growth. Our team is passionate about innovation, customer satisfaction, and making a lasting impact in the events industry.

Company Culture

At arenaflex, we value accountability, an ownership mindset, and a data-driven approach. Our collaborative team environment encourages creativity, open communication, and a willingness to take calculated risks. As a Customer Support Specialist, you'll work closely with our founders and C-Suite, contributing to strategic decisions and shaping the future of our company. If you thrive in a fast-paced, entrepreneurial environment with opportunities for growth and advancement, you'll feel right at home with us.

Benefits

We're committed to providing our team members with a comprehensive benefits package that supports their well-being and career growth. Some of the benefits you can expect include:

• 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.
• Professional Development: Ongoing training and development opportunities to help you grow in your career.

Job Description

As a Customer Support Specialist, you'll be responsible for providing exceptional support to our customers, ensuring their success on our platform. Your key responsibilities will include:

• 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

To succeed in this role, you'll need:

• 1-3+ years of experience in SaaS customer support in a startup environment or similar.
• Self-motivation with a track record of working well independently.
• Comfortable being on the phone with customers.
• Excellent communication skills, both written and verbal.
• Ability 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.
• Comfortable working a 12 PM to 9 PM EST shift (negotiable based on time zone).
• Highly proactive beyond owning a customer support process - not an order taker.
• Clear, professional communication skills, 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

At arenaflex, we're committed to creating a positive and inclusive work environment that supports the growth and well-being of our team members. If you're passionate about delivering exceptional support, working in a dynamic startup environment, and growing with a company that's making a lasting impact in the events industry, we encourage you to apply for this exciting opportunity.

How to Apply

If you're ready to join a fast-growing SaaS company that's revolutionizing the event industry, click the link below to apply for this exciting opportunity: Apply To this Job Apply for this job