Experienced Customer Support Associate – English-Speaking Role at arenaflex

At arenaflex, we're on a mission to revolutionize the way people and businesses move and manage money across the globe. As a global technology company, we're committed to making international payments seamless, cost-effective, and accessible to everyone. Our team is passionate about creating a world where money knows no borders, and we're looking for talented individuals to join us on this exciting journey.

About arenaflex

arenaflex is a rapidly growing fintech company that's changing the face of international payments. With a strong focus on innovation, customer satisfaction, and employee well-being, we're creating a work environment that's inclusive, diverse, and empowering. Our team is made up of talented individuals from diverse backgrounds, and we're committed to fostering a culture that values creativity, collaboration, and continuous learning.

Job Description

We're seeking an experienced Customer Support Associate to join our team in Tallinn, Estonia. As a Customer Support Associate at arenaflex, you'll be the first point of contact for our customers, providing high-quality support via phone, chat, and email. You'll be responsible for resolving complex issues with ownership and empathy, adapting to change, and upholding arenaflex's mission of money without borders.

Key Responsibilities:

* Provide high-quality support via phone, chat, and email with a focus on end-to-end case resolution

• Resolve customer contacts and queries with sound judgment, empathy, and minimal escalation
• Meet performance targets across KPIs such as resolution rate, quality, and handling time
• Demonstrate advanced product and process knowledge for the assigned region or queue
• Communicate clearly and professionally, adjusting tone and style based on customer context
• Maintain accurate records using standardized case-handling processes
• Follow security and data privacy procedures across all channels
• Proactively contribute to knowledge sharing, team discussions, and continuous improvement
• Take responsibility for your own learning and development through performance feedback, arenaflex's Career Map, and coaching from Team Leads
• Embody and uphold arenaflex's values in daily interactions

Qualifications:

* Professional Experience (Strongly Preferred): + 1 year minimum customer-facing experience, preferably in fintech, banking, telecom, or global contact centers

• Communication Proficiency:

+ Fluency in English + Strong English written and verbal communication skills

• Work Schedule and Flexibility:

+ Flexibility in working hours and shifts + Working hours will be fixed at the start of the month, but activities during the shift can be flexible

• Work Environment:

+ Follow working from home guidelines (this is a hybrid position, not fully remote) + Must be legally authorized to work in Estonia

• Ways of Working:

+ Agents may be required to attend team calls and other internal activities, including but not limited to video interactions with other offices + Open to feedback and coaching, with a clear desire for continuous improvement

• Skills and Attributes:

+ Self-starter, able to work independently with knowledge resources, proactive, solution-oriented, and possess an ownership mindset + Comfortable using prompting for AI tools e.g. ChatGPT, Google Gemini, etc. + Adaptability: Able to keep up with constant change, patient, and flexible + Great fit with our values and company culture

• Commitment to Diversity and Inclusion:

+ Commitment to fostering an inclusive and diverse work environment (DEI)

• Data Security and Compliance:

+ Data Security Awareness: Understanding and following data security procedures is critical, especially as data privacy regulations evolve

• Attendance and Availability:

+ In case of absence or sick leave, agents are required to adhere to the company policies and processes

What We Offer:

* Salary for this role is 1825 EUR

• RSUs in a rapidly growing company
• Flexible working model
• An annual self-development budget
• Paid time off: 28 days vacation + 3 “Me” days + 1 volunteer day, annually
• A paid 6-week sabbatical leave after four years

Why Join arenaflex?

At arenaflex, we're passionate about creating a work environment that's inclusive, diverse, and empowering. We believe that our team members are our greatest asset, and we're committed to providing opportunities for growth, development, and career advancement. If you're looking for a challenging and rewarding role that aligns with your values and passions, we encourage you to apply.

How to Apply:

If you're interested in joining our team, please apply by sending your CV in English. We're an equal opportunities employer, and we welcome applications from diverse candidates. We're proud to have a truly international team, and we celebrate our differences.

About arenaflex's Culture:

arenaflex is a company that values creativity, collaboration, and continuous learning. We believe that our team members are our greatest asset, and we're committed to providing opportunities for growth, development, and career advancement. Our culture is inclusive, diverse, and empowering, and we're proud to have a team that reflects the diversity of our customers and the communities we serve.

Join the arenaflex Team:

If you're passionate about creating a world where money knows no borders, and you're looking for a challenging and rewarding role that aligns with your values and passions, we encourage you to apply. Join our team and be part of a company that's changing the face of international payments. Apply for this job