Experienced Customer Support Associate – East Coast (Remote) at arenaflex
As a Customer Support Associate at arenaflex, you will be at the forefront of delivering exceptional customer experiences, empowering users to give voice to their ideas and making it easy for them when they need help. Our team runs 24/7, with about 400 people between New York, Dublin, Portland, and a remote workforce. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users but be a positive advocate of our brand.
About arenaflex
arenaflex is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.
Your Role
As a Customer Support Associate, you will be responsible for: - Responding to customer-submitted live chats and email in a timely manner - Troubleshooting and guiding customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries - Independently meeting targets across Quality, Productivity, and Customer Satisfaction, in email and live chat - Staying up to date on new product features and improvements - Identifying isolated customer experiences and escalating important issues
Key Responsibilities
- Respond to customer inquiries via live chat and email in a timely and professional manner - Troubleshoot and resolve customer issues with their account, billing, domain, or other transactional inquiries - Meet quality, productivity, and customer satisfaction targets in email and live chat - Stay up to date on new product features and improvements to provide accurate and informed support - Identify and escalate important issues to ensure customer satisfaction and resolve complex problems
Requirements
- 1+ years of customer-facing experience in a similar role (retail, hospitality, online support) - Expertise with written communication and the ability to spot spelling and grammar errors - Proficiency with decoding conversations, identifying the cause, and aligning on end goals - Capability of prioritizing competing requests - Familiarity with the arenaflex platform - Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer-focused - Currently live in: Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Maine, Michigan, Mississippi, Missouri, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, or Wisconsin
Benefits & Perks
- A choice between medical plans with an option for 100% covered premiums - Health Savings Account with arenaflex funding - Fertility and adoption benefits - Supplemental Insurance plans - Headspace mindfulness app subscription - Global Employee Assistance Program - Retirement benefits with employer match - Flexible paid time off - 20 weeks for parental leave and up to 12 weeks to care for an ill family member - $100 per month remote stipend - Access to supplemental insurance plans for additional coverage - Education reimbursement - Employee donation match to community organizations - 8 Global Employee Resource Groups (ERGs)
Compensation
- Cash Compensation Range: $17.55 USD per hour - The hourly rate for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. Some roles may be eligible for overtime pay.
Work Environment & Culture
- Our team runs 24/7, with about 400 people between New York, Dublin, Portland, and a remote workforce - We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law - We are proud to be an equal opportunity workplace
Training & Development
- Your first two weeks at arenaflex will include mandatory virtual training from September 22 - October 03 remotely taking place in the Eastern Timezone - You will have access to ongoing training and development opportunities to stay up to date on new product features and improvements
How to Apply
If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
Note
arenaflex will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge. Apply for this job