Experienced Customer Operations & Support Specialist – Revolutionizing Construction Project Management

At arenaflex, we're on a mission to be the most customer-success driven company with the most intuitive App in Construction Tech. We're seeking a highly skilled and passionate Customer Operations & Support Specialist to join our tight-knit team and help us achieve this vision. As a key member of our Customer Operations & Support Team, you'll be responsible for ensuring our customers get the most out of our platform, Fieldwire, by answering their questions, executing repeatable back office operations tasks, and creating how-to articles and onboarding guides in our customer-facing knowledge base.

About arenaflex

arenaflex is a San Francisco-based construction management software used on over 1 million projects worldwide. We're building a field and project management platform that reflects our obsession with improving the way construction teams work together, providing operational excellence for a $10 Trillion/year industry. With an exceptional product market fit, we're delivering a superior, easy-to-use web and mobile app that's driven by the voice of our customers. We enable fluid communication between the office and jobsite, along with real-time coordination of information and labor at-scale on some of the largest construction projects in the world.

Our Culture

At arenaflex, we're proud to be an Equal Opportunity Employer. We're committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other characteristic protected by law. We believe in fostering a culture of inclusivity, respect, and empathy, where everyone feels valued and empowered to contribute their best work.

Key Responsibilities

As a Customer Operations & Support Specialist, you'll be responsible for:

• Mastering the Fieldwire product and answering inbound phone calls, emails, and messages, persistently driving each issue to resolution
• Triage and troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures
• Update existing knowledge base articles, setup guides, and instructional videos
• Create and deliver administrator and end user trainings that successfully onboard new customers
• Execute basic account operations tasks, configuring custom contracts for our sales team and their customers, and performing account set up plus various other backoffice admin processes
• Contribute to the execution of cross-functional projects with product, engineering, marketing, sales, and success teams that champion the voice of the customer and deliver new processes, automations, and customer outreach programs

Required Skills and Experience

To be successful in this role, you'll need:

• 1-3 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
• Articulate, effective written and verbal communication skills
• Positivity, empathy, and patience in both internal and external interactions
• Strong time management skills; experience and/or interest in working on a remote team
• Owner mentality and can-do attitude; creative problem solver who asks for help as readily as they give it
• Great to work with (ambitious and committed, humble and fun); desire to learn in a dynamic startup environment and grow your career with us for the long term

Nice to Have

While not required, the following skills and experiences are highly desirable:

• Second language fluency: Spanish is highly preferred!
• Prior experience with Zendesk, Salesforce, and/or equivalent digital Support and CRM platforms
• Proven experience creating issues in Jira and internal documentation in Confluence, or similar software
• Experience developing and maintaining customer-facing and/or internal docs
• Experience contributing to internal process development and/or account management
• Previous experience in or knowledge of the construction industry

Benefits

As a valued member of our team, you'll enjoy:

• Competitive Salary
• Performance Bonus
• Medical/Dental/Vision Insurance
• 401k with company match
• Generous PTO
• Fully remote flexibility and home office stipend
• Annual education stipend

Compensation

Total annualized cash compensation for a Customer Operations & Support Specialist ranges from $50,000 - $60,000, including annual bonus potential. The salary range represents the low and high end of the salary range for this job in the US. Minimums and Maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors such as your skills, qualifications, and experience.

What's Next?

If you're passionate about helping people revolutionize how construction projects are managed and excited to work cross-functionally to solve customer issues at their root causes, we'd love to meet you! Apply now to join our team and be a part of something amazing! Apply To This Job Apply for this job