Experienced Customer Support Associate – West Coast
At arenaflex, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland, and a remote workforce. Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand. This remote role reports to a Customer Support Team Lead.
Your Journey Begins at arenaflex
As a Customer Support Associate, you will be part of a dynamic team that is dedicated to providing top-notch support to our customers. You will be working in a fast-paced environment where no two days are the same. Our team is passionate about delivering an exceptional customer experience, and we are looking for like-minded individuals to join us on this journey.
Your First Two Weeks at arenaflex
Your first two weeks at arenaflex will include mandatory virtual training from September 08 – September 19, remotely taking place in the Pacific Timezone. This training will provide you with the necessary skills and knowledge to excel in your role as a Customer Support Associate.
Requirements and Qualifications
To be successful in this role, you will need to have:
- 1+ years of customer-facing experience in a similar role (retail, hospitality, online support)
- Expertise with written communication and the ability to spot spelling and grammar errors
- Proficiency with decoding conversations, identifying the cause, and aligning on end goals
- Capability of prioritizing competing requests
- Familiarity with the arenaflex platform
- Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer-focused
- Currently live in: Arizona, Idaho, Utah, New Mexico, Oregon, or Washington
Key Responsibilities
As a Customer Support Associate, you will be responsible for:
- Responding to customer-submitted live chats and email in a timely manner
- Queue-based, typing work will account for approximately 90% of the role
- Live Chat is our primary channel of support in this role
- Troubleshooting and guiding customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
- Independently meeting targets across Quality, Productivity, and Customer Satisfaction, in email and live chat
- Staying up to date on new product features and improvements
- Identifying isolated customer experiences and escalating important issues
Benefits and Perks
As an arenaflex employee, you will enjoy a range of benefits and perks, including:
- A choice between medical plans with an option for 100% covered premiums
- Health Savings Account with arenaflex funding
- Fertility and adoption benefits
- Supplemental Insurance plans
- Headspace mindfulness app subscription
- Global Employee Assistance Program
- Retirement benefits with employer match
- Flexible paid time off
- 20 weeks for parental leave and up to 12 weeks to care for an ill family member
- $100 per month remote stipend
- Access to supplemental insurance plans for additional coverage
- Education reimbursement
- Employee donation match to community organizations
- 8 Global Employee Resource Groups (ERGs)
Cash Compensation Range: $18.50 USD per hour
The hourly rate for this position will vary based on job-related criteria, including relevant skills, experience, and location, among other factors. Some roles may be eligible for overtime pay.
About arenaflex
arenaflex is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.
Our Commitment
Today, more than a million people around the globe use arenaflex to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At arenaflex, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law.
How to Apply
If you are passionate about delivering exceptional customer experiences and are looking for a dynamic and fast-paced environment, we encourage you to apply for this role. Please submit your resume and a cover letter outlining your experience and qualifications. Apply to this job
Important Notes
* arenaflex will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview.
- We also will not reach out to you via phone or SMS without your permission or knowledge.
Thank you for considering this opportunity to join the arenaflex team! Apply for this job