Experienced Customer Support Associate – Mobile Lottery App Support

At arenaflex, we're revolutionizing the $300B global lottery market by modernizing it with a mobile platform that's convenient, fun, and responsible. Our mobile lottery app, Jackpocket, offers players a secure way to order official state lottery tickets, such as Powerball, Mega Millions, and more, via their smartphones. We're committed to providing an exceptional user experience and are seeking an experienced Customer Support Associate to join our team. As a Customer Support Associate at arenaflex, you'll play a vital role in delivering outstanding support and ensuring our end-users have a positive experience with our mobile lottery app. You'll serve as an expert resource, handling incoming inquiries and requests across multiple channels, and collaborating with internal functions and external third parties to resolve complex issues. If you're passionate about providing exceptional customer service, have excellent communication skills, and experience with support platforms and social media channels, we'd love to hear from you.

About arenaflex

arenaflex is a leading innovator in the mobile lottery industry, committed to creating a more convenient, fun, and responsible way to play the lottery. Our mobile platform offers a secure and user-friendly experience, allowing players to order official state lottery tickets via their smartphones. We're dedicated to providing an exceptional user experience and are seeking talented individuals to join our team.

Responsibilities

As a Customer Support Associate at arenaflex, you'll be responsible for:

• Responding to all customer inquiries and support requests across multiple channels, including phone, voicemail, in-app and web messaging, email, and social media, to ensure user needs are met and issues are resolved.
• Managing ID verifications, ACH requests, chargebacks, and other day-to-day operational functions to ensure seamless customer experiences.
• Communicating with end-users via phone, voicemail, in-app and web messaging, email, and social media to ensure positive customer experiences.
• Collaborating across internal functions and external third parties to resolve complex issues and provide exceptional customer support.
• Continually building and maintaining expert-level product knowledge to provide accurate and timely support to our end-users.

Qualifications

To be successful as a Customer Support Associate at arenaflex, you'll need:

• Prior B2C high-volume support experience, with a proven track record of delivering exceptional customer service.
• Proficiency with CS platforms such as Helpshift or Zendesk, with experience in managing multiple channels and resolving complex issues.
• Excellent communication skills, both verbal and written, with the ability to communicate effectively with customers and internal stakeholders.
• Bilingual proficiency in English and Spanish, with the ability to communicate with customers in their preferred language.
• Experience communicating with customers via social media, app store reviews, and other digital channels.
• Familiarity with payment processing systems and dispute resolution, including ACH, credit cards, chargebacks, and other payment-related issues.
• Willingness and ability to work flexible and/or extended hours, including evenings and overnight shifts.

Skills and Competencies

To succeed as a Customer Support Associate at arenaflex, you'll need:

• Excellent problem-solving and analytical skills, with the ability to resolve complex issues and provide accurate and timely support to our end-users.
• Strong communication and interpersonal skills, with the ability to communicate effectively with customers and internal stakeholders.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Strong attention to detail, with the ability to accurately and efficiently manage multiple tasks and responsibilities.
• Ability to maintain confidentiality and handle sensitive customer information with discretion.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to providing opportunities for career growth and development. As a Customer Support Associate, you'll have the opportunity to:

• Develop your skills and expertise in customer support, with ongoing training and development opportunities.
• Collaborate with internal functions and external third parties to resolve complex issues and provide exceptional customer support.
• Contribute to the development of our mobile lottery app, with opportunities to provide feedback and suggestions for improvement.
• Participate in our employee recognition and reward program, with opportunities to recognize and reward outstanding performance.

Work Environment and Company Culture

At arenaflex, we're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. As a Customer Support Associate, you'll have the opportunity to:

• Work in a fast-paced and dynamic environment, with a team of talented and dedicated professionals.
• Collaborate with internal functions and external third parties to resolve complex issues and provide exceptional customer support.
• Participate in our employee recognition and reward program, with opportunities to recognize and reward outstanding performance.
• Enjoy a comprehensive benefits package, including health insurance, paid time off, and other perks and benefits.

Compensation and Perks

As a Customer Support Associate at arenaflex, you'll receive:

• A starting rate of $28 per hour, with opportunities for overtime and bonuses.
• A comprehensive benefits package, including health insurance, paid time off, and other perks and benefits.
• Opportunities for career growth and development, with ongoing training and development opportunities.
• A positive and inclusive work environment that supports the well-being and success of our employees.

How to Apply

If you're passionate about providing exceptional customer service and have the skills and experience to succeed as a Customer Support Associate at arenaflex, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, our services, programs, and activities. To request a reasonable accommodation, please contact [insert contact information]. Apply for this job