Experienced Customer Support Representative (English and Spanish) – Remote Opportunity at arenaflex

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a dynamic, fast-paced environment where no two days are the same? Look no further! arenaflex, a global leader in B2B SaaS product innovation, is seeking an experienced Customer Support Representative to join our multinational team.

About arenaflex

arenaflex is a global B2B SaaS product company recognized as the most highly rated and customer-centric in a secure business collaboration market. Trusted by more than 1,000,000 users from 175,000 companies globally, we are on a mission to create more prosperity in the world by accelerating high-stake business decisions. Our intuitive and robust software products help people make impactful decisions with less stress, higher quality, and shorter hours.

Our Products

arenaflex offers a range of innovative products that cater to the needs of businesses worldwide. Our flagship products include:

• arenaflex Virtual Data Room: A web-based cloud platform used by companies in various industries to ensure secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.
• arenaflex Board: A cloud platform with web and mobile applications used by board members, CEOs, executives, and corporate secretaries to streamline governance and improve high-stake decisions in a fast, secure, and compliant way.

The Role

We're looking for a Customer Support Representative based remotely in Colombia to join our fast-growing multinational team. This role offers a clear path for professional development, with opportunities to advance to a more Senior Customer Support position and explore other roles within the Support Team or related departments.

Key Responsibilities

As a Customer Support Representative, you will directly impact delivering best-in-class customer experience across multiple regions, mainly within LATAM and the US. Your key responsibilities will include:

• Providing non-high-volume but exceptional customer support via chats & emails (90%), and calls (10%) - around 100 requests per month
• Maintaining a Customer Satisfaction score of 90%+ by delivering prompt, empathetic, and effective solutions
• Proactively staying informed about product updates and process changes
• Ensuring strict confidentiality of client information following the company’s security policy
• Collaborating with Engineering and Product teams to escalate and resolve complex customer issues
• Supporting internal teams (Accounting, Customer Success, etc.) by completing assigned tasks

What You Bring

To succeed in this role, you will need to bring the following skills and qualifications:

• At least 2 years of proven experience in a remote Customer Support role
• Fluency in English and Spanish (C1 level) with exceptional verbal and written communication skills
• Strong analytical and problem-solving skills, with a meticulous attention to detail
• Demonstrated ability to take ownership of tasks and work independently
• Strong customer-centric mindset

Nice to Have

While not essential, the following skills and qualifications would be beneficial:

• Experience of providing customer support to B2B clients
• Experience in collaboration with international teams

Our Assessment Process

Our assessment process is designed to evaluate your skills, experience, and fit for the role. It will consist of:

• Intro call with the Talent Acquisition Specialist (30 mins)
• Language Test task (1 hour)
• Test Task (up to 3 hours) combined with a Role Play (up to 1 hour)
• Competency-based interview with the Talent Acquisition Specialist (90 mins)
• Interview with the Hiring Manager (60 mins)

What We Offer

We highly value our people, so we will provide you with all the resources and support you need to succeed. Our benefits package includes:

• Remote-first model with teams distributed globally
• Home office set up budget
• High-end laptop, monitor, and any additional IT equipment needed
• Reimbursement of co-working space expenses
• Compensation for sports, yoga, mental, and other health and wellness-related activities
• Reimbursement of participation in sports competitions
• Unlimited health-related time off
• Individual Development Plan based on your career interests
• Generous budget for learning and development activities
• Professional and self-development books and subscriptions compensation
• arenaflex’s support of your passion as a speaker or writer
• Internal growth and internal mobility opportunities
• Team-building offline events
• Budget for local gatherings in global locations
• Generous internal referral program

Our Culture

Commitment, Excellence, Collaboration, Trust, and Care are core values to the arenaflex team. For us, these are the principles that every Idealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we are able to create a team where talents feel at ease and are able to work to the best of their abilities.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We are made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship. If you're a motivated and customer-focused individual looking for a new challenge, we encourage you to apply for this exciting opportunity to join the arenaflex team. Apply for this job