Customer Experience Agent – Live Commerce & Marketplace Support Specialist at arenaflex

Join the Future of Commerce with arenaflex!

arenaflex is the largest livestream shopping platform in North America and Europe, empowering millions of buyers, sellers, and collectors to discover, buy, and sell the things they love. By blending community, entertainment, and commerce into a single, vibrant marketplace, we are redefining the e‑commerce experience for a new generation of shoppers. As a remote‑first, co‑located team, we are driven by relentless innovation and anchored in our core values. With hubs in the United States, United Kingdom, Ireland, Poland, and Germany, arenaflex is building the future of online marketplaces—together.

From fashion, beauty, and cutting‑edge electronics to rare collectibles such as trading cards, comic books, and even live plants, our live auctions cater to every passion and niche. And we’re only getting started! As one of the fastest growing marketplaces, we are seeking bold, forward‑thinking problem solvers across all functional areas. Follow the latest arenaflex updates on our news and engineering blogs, and join us as we enable anyone to turn their passion into a business while bringing people together through commerce.

Role Overview

The Customer Experience team at arenaflex is the heartbeat of our marketplace. We are responsible for delivering the best possible user experience through continuous process improvement, seamless order management, and rapid problem solving. As a Customer Experience Agent, you will be the frontline champion for both buyers and sellers, ensuring every transaction is smooth, every question is answered, and every issue is resolved with empathy and efficiency.

Key Responsibilities

• Customer Interaction: Engage with buyers and sellers using a customer‑first attitude, delivering friendly, knowledgeable, and timely support across chat, email, and phone channels.
• Issue Resolution: Diagnose and resolve customer issues related to payments, orders, shipments, and general inquiries, maintaining high quality and speed.
• Product Mastery: Become an expert in arenaflex’s product suite, processes, and internal systems to drive positive outcomes for our users.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Logistics, and Finance teams to troubleshoot complex problems, research root causes, and implement lasting solutions.
• Process Improvement: Identify patterns in repeat contacts, propose workflow enhancements, and contribute to the continuous improvement of the overall customer experience.
• Data‑Driven Insight: Capture and analyze support metrics, feeding insights back to the broader organization to inform product roadmaps and policy updates.
• Community Advocacy: Represent arenaflex’s community of passionate collectors (arenaflexians) by sharing best practices, gathering feedback, and championing user‑centric initiatives.

Who You Are

We thrive on low ego, a growth mindset, and a willingness to take decisive action. If you are a hungry individual eager to jump‑start your career in a fast‑paced environment, this role is for you. Below are the core attributes we look for:

Essential Qualifications

• Weekend Availability: Ability to work flexible weekend shifts to match the peak activity periods of our live marketplace.
• Support Experience: Minimum 2 years of experience handling customer support via email, chat, or phone, preferably in a high‑volume environment.
• E‑commerce Insight: Solid understanding of marketplace operations, order lifecycle, and payment processing.
• Tool Proficiency: Hands‑on experience with customer‑facing platforms such as Zendesk, Kustomer, Intercom, or comparable ticketing systems.
• Customer Obsession: Demonstrated passion for putting customers first and delivering exceptional service.
• Problem‑Solving Mindset: Proactive approach to diagnosing issues, streamlining processes, and preventing future friction.
• Location Requirement: Ability to be within commuting distance of our Phoenix, AZ hub (or willingness to relocate).

Preferred Qualifications

• Bachelor’s degree or equivalent college experience.
• Previous experience in a startup environment, where adaptability and rapid learning are essential.
• Familiarity with collectibles, hobbyist markets, or niche product categories.
• Exposure to data analysis tools (e.g., Excel, SQL, Looker) for tracking support metrics.
• Multilingual capabilities to support our international user base.

Skills & Competencies

• Communication: Clear, concise, and empathetic written and verbal communication skills.
• Technical Acumen: Ability to quickly learn internal tools, CRM platforms, and basic troubleshooting of order‑related systems.
• Time Management: Efficiently prioritize multiple tickets while maintaining high quality.
• Team Collaboration: Comfortable working cross‑functionally and sharing knowledge with peers.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly.
• Data Literacy: Comfort interpreting support metrics and translating insights into actionable recommendations.

Compensation, Perks & Benefits

• Health Coverage: Comprehensive medical, dental, and vision plans with flexible spending options.
• Remote Work Support: Home office setup allowance, plus monthly stipend for cell phone and internet expenses.
• Wellness & Family Benefits:
  • Monthly wellness allowance.
  • Annual childcare stipend.
  • Lifetime benefit for family‑planning expenses, including adoption and fertility support.
• Retirement Savings: 401(k) with employer match up to 4% of base salary (U.S.) and pension plans for international employees.
• Professional Development: Access to training platforms, conference budgets, and mentorship programs to accelerate your career growth.
• Dogfooding Budget: Monthly allowance to purchase and use arenaflex’s marketplace as both a buyer and a seller, fostering deep product empathy.
• Parental Leave: 16 weeks of paid parental leave plus a one‑month gradual return to work, with additional country‑specific leave policies where applicable.
• Culture & Community: Inclusive, diverse, and collaborative environment where arenaflexians celebrate each other’s successes and learn together.

Career Growth & Learning Opportunities

At arenaflex, we view every role as a launchpad for future leadership. As a Customer Experience Agent, you will have clear pathways to advance into senior support, team lead, operations management, or product specialist positions. Our internal mobility program encourages you to explore cross‑departmental projects, and our robust learning ecosystem provides certifications, workshops, and one‑on‑one coaching to sharpen both technical and soft skills.

Work Environment & Culture

Our culture is built on three pillars: Community, Innovation, and Impact. We celebrate the unique passions of our arenaflexians, whether they are collectors, tech enthusiasts, or creative storytellers. The remote‑first model offers flexibility, while our Phoenix hub serves as a vibrant gathering point for team‑building, brainstorming sessions, and occasional in‑person events. Diversity, equity, and inclusion are not just buzzwords; they are woven into every hiring decision, performance review, and community initiative.

Why Join arenaflex?

If you are excited about shaping the future of live commerce, love solving complex problems, and thrive in a fast‑growing, mission‑driven environment, arenaflex is the place to unleash your potential. You will work alongside industry pioneers, contribute to a platform that connects millions of passionate users, and receive the support you need to grow both personally and professionally.

Apply Today

Ready to make an impact? Click the link below to submit your application and become part of the arenaflex family. We can’t wait to meet the next generation of arenaflexians who will help us build the most engaging, customer‑centric marketplace on the planet.

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Equal Opportunity Employer

arenaflex is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is richer when we encourage, support, and respect the different skills and experiences represented within our workforce.