Experienced Customer Support Advocate – Scaling Support Function for arenaflex

At arenaflex, we're on a mission to empower businesses to get paid faster and run smarter. Our innovative platform automates and optimizes proposals, client agreements, billing, and payment collection, putting an end to late payments, unbilled work, and mundane repetitive admin. With over 7,000 accounting and professional services businesses globally relying on us, we're committed to delivering exceptional customer experiences that drive growth and profitability.

About arenaflex

arenaflex was founded in 2013 with a vision to revolutionize the way businesses manage their finances. Today, we're a global SaaS scale-up company with teams in Australia, Canada, New Zealand, the Philippines, US, and the UK. Our culture is built on four core values: We are better every day, We work without ego, We are smarter together, and We hero our customer. We're proud to have created a collaborative, open, and transparent work environment where our team members can thrive and grow.

Job Description

We're seeking an experienced Customer Support Advocate to join our team on an 18-month fixed-term contract. As a key member of our support function, you'll be the first point of contact for our clients, owning customer communications from initial request through to resolution. You'll play a critical role in scaling our support function, maintaining knowledge base resources, improving processes, and collaborating closely with teams across the business.

Key Responsibilities

* Be a product expert in all areas, becoming an encyclopedia of knowledge about how arenaflex works and what it is capable of.

• Own customer communications and issues from initial contact until resolution, using Intercom and phone calls to provide exceptional support.
• Collect customer feedback and influence the direction of the product to drive growth and improvement.
• Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information.
• Develop and improve processes to scale support with the growing business, creating and maintaining internal and customer-facing documentation.
• Work closely with Key Account Managers, Retention and Implementation, Marketing teams to ensure seamless customer experiences.
• Your standard schedule will fall within the hours of 2:00 PM – 10:00 PM PH Time, Tuesday through Saturday, with flexibility to adjust hours to support urgent requests or provide coverage when other team members are on leave.

Qualifications

* Previous experience in a customer support role, with a proven track record of delivering exceptional customer experiences.

• Proficiency with various computer software systems, including Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, and Intercom.
• Excellent written and oral communication skills for creating professional documents and giving presentations to interested clients.
• Good time management and organizational skills, with the ability to prioritize tasks and meet deadlines.
• Ability to listen to concerns and handle criticism without taking it personally, engaging in robust and articulate dialogue while maintaining an open mind.
• Happy to work both autonomously and as part of a strong team ethic, with a willingness to collaborate and contribute to the growth and success of the business.

Who We're Looking For

* You have a high attention to detail, with a focus on delivering accurate and timely solutions to customer inquiries.

• You're not afraid to receive feedback and take it on board, using it as an opportunity to grow and improve.
• You have excellent communication skills – both written and verbal – with the ability to create engaging and informative content.
• You're systems and process-driven, with a passion for improving and refining processes to drive efficiency and effectiveness.
• You're happy to be flexible when things don't go to plan, with a willingness to adapt and adjust to changing circumstances.
• You're an organizer at heart, with a focus on prioritizing tasks and meeting deadlines.
• You thrive in a team environment, with a willingness to collaborate and contribute to the growth and success of the business.

Why Join arenaflex?

* Join our global SaaS scale-up company where we foster a collaborative, open, and transparent culture and work without ego.

• Enjoy a competitive salary and employee stock options from day one.
• Take advantage of 20 days accrued annual leave/vacation, along with 10 days of wellbeing days to take care of yourself and/or loved ones.
• Benefit from health, dental, and vision benefits from day one.
• Receive an annual education allowance to support your professional growth.
• Work with curious and smart coworkers who won't back down from a challenge.
• Enjoy an employee recognition program, quarterly wellness allowance, and paid subscription to Headspace, EAP, and Wellbeing Platform.
• Take advantage of flexible working, with work from office reimbursement and mobile allowance to allow you to set yourself up safely to work from home.
• Enjoy personal tax return assistance, entitlement to night shift differential, an extra paid day off to celebrate your birthday, and volunteering leaves.
• Participate in monthly virtual social events and contribute to our dynamic and inclusive team culture.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. We're committed to adding diverse perspectives to our teams and encourage everyone to apply if interested.

Accessibility Accommodations

arenaflex is proud to provide employment and recruitment accommodations during the recruitment process. Once our team reviews your resume and contacts you if there is a fit, we will work with you to meet your accessibility needs. For any questions, suggestions, or required documents regarding accessibility in a different format, please contact [email protected].

Apply Now

If you're passionate about delivering exceptional customer experiences and driving growth and profitability, we want to hear from you! Apply now to join our team as a Customer Support Advocate and be part of our mission to empower businesses to get paid faster and run smarter. Apply for this job