Job Description
At arenaflex, we're revolutionizing the e-commerce landscape with our comprehensive suite of tools, empowering merchants to navigate the rapidly evolving digital landscape with confidence. As a Technical Customer Success Specialist, you'll play a crucial role in providing technical support, assisting sales teams with technical expertise, and supporting new customer onboarding through Shopify theme customization. If you're a problem-solver with a user-first mindset, a passion for e-commerce, and a knack for technical troubleshooting, we want to hear from you.
- *About arenaflex**
arenaflex is an e-commerce enablement platform that offers scaling solutions across personalized messaging, social commerce, and customer retention. Our suite of products drives more than $1 billion in aggregate incremental gross merchandise volume for over 35,000 merchants worldwide. With a comprehensive suite of tools, we help merchants navigate the rapidly evolving digital landscape with confidence.
- *About the Role**
As a Technical Customer Success Specialist, you'll be wearing multiple hats, playing a crucial role in providing technical support, assisting sales teams with technical expertise, and supporting new customer onboarding through Shopify theme customization. This is not a traditional account management or customer relationship role; this is a technical role with more development and systems responsibilities rather than frontline support.
- *Primary Responsibilities**
- Effectively communicate with customers to troubleshoot user experiences and maximize customer satisfaction.
- Assist merchants with app installations, integrations, debugging issues, and using developer tools, escalating complex technical issues to the appropriate teams when necessary.
- Guide new merchants through the setup process, ensuring they understand the platform's features and best practices for subscription success.
- Contribute to help center articles, FAQs, and internal resources to empower merchants with self-service support options.
- Serve as the “voice of the customer” and provide feedback to product and marketing teams on how we can better serve our customers.
- Represent the arenaflex team and maintain a positive, empathetic tone with customers.
- *Important Traits for Success**
- User-first mindset: the specialist approaches problems by first understanding the user’s needs.
- Technical Proficiency: Comfortable troubleshooting technical issues, debugging errors using developer tools, and assisting with Shopify app installations and configurations. Ability to document and escalate bugs effectively.
- Empathy: the specialist can effectively put themselves in the shoes of a user and articulate what their needs are.
- Collaborate cross-functionally: the specialist is comfortable working across internal teams (product, marketing, leadership) to effectively communicate customer needs internally and communicate product and marketing features externally.
- Problem solver: the specialist can approach problems in a logical, structured way; can help customers brainstorm solutions, or know when to elevate requests to technical support.
- Strong communicator: the specialist is an attentive and active listener and can explain interact with customers with a positive tone.
- Results driven, you use data to emphasize the needs of your customers.
- Demonstrate arenaflex’s six Core Values in all professional interactions: 1) Urgency & Action 2) Customer-Focus 3) Problem-Solving 4) Continuous Improvement 5) Open Communication 6) Collaboration & Diversity.
- *Requirements & Preferred Qualifications**
- 4+ years of experience in customer success, account management, technical support, or consultative customer-facing roles.
- Proficiency in Shopify theme development and customization with Liquid.
- Proven experience in SQL, JavaScript, and CSS.
- Ability to troubleshoot technical issues, debug errors, and work with developer tools.
- Experience working with email marketing solutions, Gsuite, custom sending domains, and CRM tools.
- Our teams cover multiple time zones. Leadership and support structures will be in place but qualified candidates must have a proven track recording of being resourceful and self-sufficient.
- Experience working collaboratively with technical counterparts.
- Excellent written and oral communication skills with the ability to document and interface with both customers and internal teams.
- Direct industry experience in e-commerce or B2B SaaS; ideally experience working with SMB customers.
- Data science background is preferred but not required.
- *Hiring Process**
- Initial Screen with People Ops Manager - 30 Minutes
- Skills Assessment - 5 Business Days to complete
- First Round Interview with Head of Customer Success - 30 Minutes
- Final Interview with Chief Revenue Officer & Customer Success Manager - 45 Minutes
- *Benefits & Perks**
- Work From Home Stipend
- Therapy/Mental Health Reimbursement
- Paid Parental Leave
- Flexible Time Off
- Annual Company Retreat
- Company Swag
If you're a motivated and technical individual with a passion for e-commerce, we encourage you to apply for this exciting opportunity to join our team at arenaflex.
Apply Now