Job Description
At arenaflex, we're revolutionizing the way the world works by providing an all-in-one productivity platform that unifies tasks, docs, chat, calendar, enterprise search, and more—supercharged by context-driven AI. As a fast-growing SaaS company, we empower over three million teams to break free from silos and reclaim their time—saving at least one day every week. Join us in shaping the future of work and help millions of users transform the way they work. **About arenaflex** arenaflex is a rapidly expanding global company headquartered in San Diego, with a strong commitment to providing the best customer experience. Our #1 core value is to provide exceptional customer service, and we're looking for a talented Customer Support Specialist to join our team. If you're eager to learn, driven by helping those around you, and ready to make an impact at a fast-growth company, we encourage you to apply. **The Role** As a Customer Support Specialist at arenaflex, you'll play a critical role in delivering exceptional experiences to our customers. Your primary responsibilities will include: * Corresponding with customers via different support channels, including email, chat, and phone * Encouraging customers to maximize their use of platform features and develop beneficial workflows to supercharge their efforts * Owning the customer experience, taking the lead to help customers figure out what they need and guide them through to resolution with the least effort possible * Articulating insights from our customers to our product, development, and marketing teams to help continue shaping arenaflex into an industry leader * Collaborating with colleagues at all levels throughout the entire organization to find the answer you need * Educating and empowering our users to become better arenaflex users * Contributing to the improvement of team processes and client-facing support documentation * Being a arenaflex ambassador and helping our customers and stakeholders be successful in their roles **The Schedule** We want to provide the best customer service experience, which requires our support team to work shifts on a rotating basis. The flexibility to work evenings and some weekends is necessary to ensure our customers have endless support no matter their timezone. We provide our team with flexibility and options to select their preferred shifts; however, shift assignments are assigned based on company needs. **Required Qualifications** To be successful in this role, you'll need: * At least two years of experience supporting customers via multiple communication channels in a technical environment * Technical skills: ability to troubleshoot, replicate customer issues, and follow up on customer issues * Critical and analytical thinking: ability to evaluate, identify the concern, and take action for further escalation when required * Attention to detail: ability to probe for and analyze data to identify best course of action; has great documentation skills * Strong knowledge of standard help productivity platform solutions is a plus! * Eligible to work full-time hours **Responsibilities** As a Customer Support Specialist, you'll be responsible for: * Driving product change and improvement through continuous feedback and exposure to projects that help make arenaflex the leading productivity platform * Working directly with customers to help navigate any questions or actions related to their accounts, including but not limited to: + Payments & Refunds + Plan upgrades & Cancellations + Promotions & Discounts + 2FA & Lockouts + Troubleshooting when errors arise * Assisting customers with self-service billing & account processes * Navigating CRM payment logs for payment history, inconsistencies, or errors * Finding financial solutions for customers who may need payment assistance, within our procedures and Terms of Service **Expectations** We're looking for someone who: * Has experience in the SaaS industry * Is comfortable building relationships with a diverse and global customer base across various communication channels * Can work independently and prioritize individual workload while recognizing when to collaborate and engage with others when needed * Is a confident communicator, passionate about elevating our customers' experience to become more productive with arenaflex * Is a curious and analytical learner that can deep dive into new or existing products to learn them inside out * Has a strong technical aptitude and a desire to dive into learning technology * Has strong familiarity with arenaflex and Zendesk processes * Enjoys working in a fun, diverse, and friendly culture that focuses on relationships and knows how to celebrate success! **Key Metrics** We measure success by: * Ticket Solves per Hour * CSAT * IQS * Adherence/Attendance **Career/Developmental Path** As a Customer Support Specialist, you'll have opportunities to: * Specialize in a specific area of support * Move into a Senior Customer Support Specialist role * Develop your skills and knowledge to take on new challenges and responsibilities **Why Join arenaflex?** At arenaflex, we're passionate about empowering teams to break free from silos and reclaim their time. We're committed to providing the best customer experience and shaping the future of work. If you're eager to learn, driven by helping those around you, and ready to make an impact at a fast-growth company, we encourage you to apply. **Equal Opportunity Employer** arenaflex is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. **Application Process** To apply for this role, please submit your application through our official careers portal on [arenaflex website]. We'll only initiate contact via an @arenaflex.com email or through our official careers portal. We'll never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to [email protected]. Apply for this job