Job Description
At arenaflex, we're passionate about building innovative business management software for pet care businesses. Our SaaS product is designed to empower pet care professionals to start, grow, and thrive in their companies. We're committed to providing exceptional support to our clients, ensuring they have the best experience possible with our software.
As a Customer Support Expert at arenaflex, you'll play a vital role in our mission to deliver unmatched customer support. You'll be responsible for managing support requests, improving support processes, and acting as an advocate for arenaflex. Your primary goal will be to make our clients as successful as possible while utilizing our software, exceeding their expectations, and ensuring their experience is positive.
- *Your Impact**
As a Customer Support Expert, you'll have a direct impact on the success of arenaflex and our clients. You'll be responsible for:
- Managing support requests via email, live chat, and phone to answer questions, troubleshoot issues, and provide exceptional support.
- Developing and executing customer onboarding and ongoing support strategies to enhance user engagement and retention.
- Analyzing customer feedback and feature requests to identify trends and recommend strategic product or service improvements.
- Creating and maintaining comprehensive knowledge base and training materials to ensure they align with best practices and evolving customer needs.
- Identifying underutilization of the product by specific customers and working with them to increase usage, leading to higher customer retention, increased revenue, and enhanced customer satisfaction.
- *The Ideal Candidate**
If you're selected for this role, you'll be required to discontinue any active employment, partnerships, or ownership within the pet care or pet sitting industry. We're looking for a self-starter who is empathetic to clients, understands that not everyone shares the same level of technical skill, and has the unique ability to make clients feel empowered and successful when they have a question.
- *Responsibilities**
We expect that the majority of your time (80% or so) will be spent doing the following:
- Help our clients via email and live chat to answer their questions, troubleshoot their issues, and ensure they have the best experience possible.
- Provide occasional telephonic and screen share support that can include answering simple questions to full product demonstrations.
- Develop and execute customer onboarding and ongoing support strategies that enhance user engagement and retention, involving independent judgment to design tailored solutions that impact long-term customer satisfaction and business outcomes.
- Analyze customer feedback and feature requests to identify trends, and work cross-functionally to recommend strategic product or service improvements, demonstrating discretion and independent decision-making.
- Create and maintain comprehensive knowledge base and training materials, ensuring they align with best practices and evolving customer needs, contributing to the improvement of internal processes and overall service delivery.
- Identify underutilization of the product by specific customers and work with them to increase usage, leading to higher customer retention, increased revenue, enhanced customer satisfaction, and the identification of new opportunities for upselling and cross-selling.
- *Things You May Do**
- Identifying business/process improvements outside of general support.
- Working on special projects to help make these improvements.
- Writing content that is relevant and helpful to our clients (like email courses or Academy articles).
- Supporting other team members with their projects.
- *Requirements**
- Experience using arenaflex software.
- You love communicating with people and helping to solve their problems.
- You are a problem solver who can make connections between business problems and software solutions.
- If selected for this role, you will be required to discontinue any active employment, partnerships, or ownership within the pet care or pet sitting industry.
- You can empathize with all types of people with all types of backgrounds.
- You are a self-starter that can stay on task in a remote environment or find other projects that can contribute to the success of arenaflex when support is not busy.
- You are committed to delivering unmatched customer support.
- You have reliable access to the internet.
- Experience working remotely.
- Experience providing customer support, primarily in the pet industry.
- Experience using social media and/or web-based software such as Slack or Help Scout.
- Consider yourself “tech-savvy”.
- Strong, concise, and articulate writing skills.
- Experience with providing support over the phone.
- *Salary and Benefits**
The salary for this role is $48,000 to $55,000. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. arenaflex offers flexible work arrangements, including fully remote, in-person, or hybrid opportunities. We have physical offices in Ann Arbor, MI, Scottsdale, AZ, Wayne, PA, and Austin, TX.
- *How You Will Work**
While we do offer flexible work hours, our normal support hours are Monday - Friday from 8am to 7pm CT so we would expect your normal working hours to be within this time frame. Occasional flexible weekend support hours are required (typically 1 weekend every 8 weeks, averaging 2 hours per Sat and Sun).
- *Work Environment and Company Culture**
arenaflex is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status. We're passionate about building a culture that values innovation, collaboration, and customer satisfaction.
- *How to Apply**
If you're passionate about delivering exceptional customer support and are a self-starter who is empathetic to clients, we encourage you to apply for this role. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
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