Experienced Customer Support Specialist – Event Planning SaaS Company

Join arenaflex, a high-growth B2B SaaS startup revolutionizing the event planning industry, as a key member of our expanding team. At arenaflex, we're passionate about empowering event professionals to source and book venues seamlessly. Our innovative platform streamlines event booking management in real-time, serving 150K+ hotels, including industry leaders like Marriott, Hilton, and Hyatt. As we continue to grow and expand our customer base beyond Europe and North America, we're seeking a detail-oriented, people-first Customer Support Specialist to join our dynamic team.

About arenaflex

arenaflex is a fast-growing, $3M seed-funded startup that values accountability, an ownership mindset, and a data-driven approach. Our collaborative team thrives in a fast-paced, entrepreneurial environment where each person's contributions directly impact our success. With a flat organizational structure, you'll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes. You'll work closely with our founders and C-Suite, allowing you to make a real difference and be part of strategic decisions.

Benefits of Joining arenaflex

• Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental.

• Maternity Leave: Support for growing families.
• Future 401K Plan: Coming soon!
• Quarterly Meetups: Connect and collaborate in person with the team.
• Remote work budget and opportunities for leadership advancement.

Job Description

We're seeking a highly motivated Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. As a key touchpoint for both planners and hotels, you'll help troubleshoot issues and ensure timely engagement from all parties.

Responsibilities

* Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.

• Update and improve existing support content and macros to reflect product updates.
• Provide feedback to product and customer success teams to improve user experience.
• Proactively reach out to hotels that need to join our platform to respond to planner RFPs.
• Follow a proven script and onboarding process, adapting when needed.
• Track and maintain consistent follow-ups with hotels.
• Maintain and update hotel contact information and associate hoteliers with their properties.
• Monitor RFP response rates and identify/prioritize overdue RFPs.
• Facilitate communication between hotels and planners.
• Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.
• User Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content.
• Collaboration: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.

Qualifications

* 1-3+ years of experience in SaaS customer support, ideally in a startup environment.

• Self-motivated with a track record of working well independently.
• Must be comfortable being on the phone with customers.
• Excellent communication skills, both written and verbal.
• Must be able to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule.
• Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
• Must be comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
• Highly proactive beyond owning a customer support process - not an order taker.
• A clear, professional communicator, both written and verbal.
• Comfortable with learning and utilizing customer support tools, email, and chat messaging.
• Process-oriented yet adaptable in a fast-moving environment.
• Highly organized and proactive with strong follow-through.
• Experience or interest in the events/hospitality industry is a bonus.

Why arenaflex?

* Join a high-growth startup with a proven track record of success.

• Work with a collaborative team that values accountability, an ownership mindset, and a data-driven approach.
• Enjoy a flexible work schedule with opportunities for remote work and leadership advancement.
• Participate in quarterly meetups and connect with the team in person.
• Take advantage of our comprehensive benefits package, including health coverage, maternity leave, and a future 401K plan.

How to Apply

If you're a motivated and detail-oriented individual with a passion for customer support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!

Contact Information

For more information about arenaflex and our job opportunities, please visit our website at [arenaflex website URL]. You can also reach out to us at [arenaflex email address] or [arenaflex phone number]. We look forward to connecting with you! Apply for this job