Experienced Customer Support Executive – Remote Sales Communication Platform

At arenaflex, we're revolutionizing the sales communication landscape with our cutting-edge platform. As a pioneer in the industry, we've been leading the charge toward eliminating manual processes and empowering companies to close more deals – faster. Since our inception in 2013, we've grown into a thriving, 100% globally distributed team of high-performing, happy individuals dedicated to crafting a product our customers adore. We're now seeking an exceptional Customer Support Executive to join our ranks and help us deliver an unparalleled service experience to our customers.

About You

As a Customer Support Executive at arenaflex, you'll be reporting directly to our Manager of Customer Support, Joseph Sterner. You'll be responsible for handling general support emails during MST/PST business hours, working independently with immediate responsibility. Our primary focus is the support ticket queue, but you'll also be tasked with leading individual projects/initiatives outside of the queue as needed. You'll thrive in a fast-paced remote environment with a small, talented team that supports your growth and development.

Responsibilities

As a Customer Support Executive at arenaflex, your key responsibilities will include:

• Responding to customer support tickets and taking support calls during ET/CT/MT/PT business hours
• Escalating issues to senior support staff and engineering as needed
• Fraud prevention and detection
• Billing reconciliation
• Writing bug reports
• Coordinating with Success to provide extra support to large customers
• Maintaining help center documentation and creating content for new/updated features

Requirements

To succeed in this role, you'll need:

• Physical presence in the Pacific or Mountain time zones (PST or MST)
• High-level proficiency in the English language, both written and verbal
• Experience working in a remote capacity
• 2 years of experience in a customer-facing role (sales, support, hospitality, etc.)

Nice to Haves

While not essential, the following skills and experiences will be beneficial:

• Direct support experience
• Technical/coding experience (including VoIP, email, network management, APIs, etc.)
• Deep knowledge of the SaaS + CRM landscape (experienced user of other sales platforms or programs frequently integrated with arenaflex)

Tools We Use

As a Customer Support Executive at arenaflex, you'll be working with a range of tools, including:

• Help Scout
• Sift
• Stripe
• Twilio
• Plivo
• Guru
• Asana

Why Work With Us?

At arenaflex, we're committed to creating a work environment that's both productive and enjoyable. You'll enjoy:

• 100% remote work arrangement (we trust and empower our team members)
• Choice between working 5 days/week (standard full-time) or 4 days/week @ 80% pay
• Annual team retreats
• Quarterly virtual summits
• 5 weeks of PTO + Winter Holiday Break
• 2 additional PTO days every year with the company
• 1 month paid sabbatical every 5 years
• Co-working stipend
• Revenue Share (after 1 year)
• Paid parental leave
• Medical, Dental, Vision with HSA option (US residents)
• 401k matching at 6% (US residents)
• Dependent care FSA (US residents)
• Contribution to Stripe's climate initiative

Our Culture

At arenaflex, we believe in transparency, autonomy, and work-life harmony. We encourage open communication, practice a mature approach to the workplace, and strive to make decisions that are authentic for our people and help our customers succeed. Our team is diverse, with members from 16 countries across 5 continents. We're a collection of talented humans rich in diverse backgrounds, lifestyles, and cultures. Every year, we meet up somewhere around the world to strengthen the social fiber of our global community.

Application Process

Our application process is designed to promote equitable and unbiased hiring practices. We ask a small series of questions that are similar to what would be asked in the first interview. This helps us learn more about you right from the start, so please be sure to answer each question thoughtfully. Each application will receive two screens by two different reviewers. Regardless of fit, you'll hear back from us letting you know if we'll be moving forward.

Apply Now

Ready to join our team and help us deliver an unparalleled service experience to our customers? Apply now through our website or via the link below: Apply to this job Apply for this job