Experienced Customer Support Advocate – Championing Exceptional Customer Experiences at arenaflex

At arenaflex, we're revolutionizing the way people experience short-term rentals by building innovative software solutions that empower hosts to rent their properties with ease. As a remote-only and fully distributed company, we're passionate about fostering a culture of collaboration, diversity, and inclusivity. We're now seeking an experienced Customer Support Advocate to join our team and help shape the future of customer support at arenaflex.

About arenaflex

arenaflex is a bold and ambitious company that takes on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. Our customers love our product, provide valuable feedback, and trust us to rapidly help with their problems. We're proud to be a remote-only company, hiring based on timezones, not countries.

The Role

As a Staff Customer Support Advocate at arenaflex, you'll be the champion of exceptional customer experiences, providing valuable insights that shape our support operations. You'll spend around 60-70% of your time in the queue, supporting our customers via email, live chat, and hopping on troubleshooting calls as needed. The remaining 30-40% of your time will be spent on leading projects that impact the overall customer experience, such as improving customer-facing documentation, training our AI solution, or creating training materials for our team.

Key Responsibilities

• Provide expert frontline customer support, handling complex cases and serving as an example of customer service excellence.

• Investigate and troubleshoot challenging user issues with advanced technical knowledge.
• Answer questions throughout the entire user journey via live chat, email, and Zoom calls.
• Lead strategic projects that drive significant organizational impact.
• Work alongside one of our awesome Customer Support Advocates, Cameron, whose favorite fruit is apricot.
• Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders.
• Create comprehensive educational content (videos, documentation, quizzes) for customers and internally.

Schedule and Location

For this position, we're aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). The role will be reporting Sunday through Thursday. We're looking to recruit someone in a North American time zone (for example based anywhere in the USA).

Requirements

• Significant (7+ years) experience in customer-facing roles, especially in SaaS.

• Excellence (and a genuine fun!) in frontline customer support with consistent high performance.
• Advanced troubleshooting abilities for complex technical issues.
• Experience balancing daily support responsibilities with strategic initiatives.
• Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation.
• Experience mentoring team members and driving knowledge sharing, for example by running product trainings, shadowing sessions, peer reviews, or onboarding sessions.
• Very special kudos if you are an Airbnb host or have been working with a short-term rental business.

What We Offer

• A supportive and caring team environment, where you are trusted, not managed.

• The gross salary for US employees could be anywhere between $81,787.68 to $102,521.90.
• We also offer an extra incentive into our equity with RSUs through our $HOST token (not tied to location or status).
• Up to 35 paid days off per year is encouraged (including self-serve public holidays), as well as sick leave and parental leave when needed.
• For US employees: healthcare (including EPO, PPO and HSA), 401(k).
• Mental-health and emotional support with therapists on call through Slack.
• Recognized on Inc.’s list of Best Workplaces for 2023.

Why Join arenaflex?

At arenaflex, we're not just building software – we're building a community. We're passionate about creating an environment where our team members feel valued, supported, and empowered to grow. If you're looking for a challenging and rewarding role that will push you to new heights, we encourage you to apply.

How to Apply

If you're excited about the opportunity to join our team and shape the future of customer support at arenaflex, please submit your application through our website. We can't wait to hear from you! Apply to this job Apply for this job