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. As a Customer Support Associate at arenaflex, you'll play a vital role in delivering exceptional customer experiences and ensuring our users have a seamless and enjoyable experience with our app.

About arenaflex

arenaflex is a leading innovator in the mobile lottery industry, committed to providing a secure, fun, and responsible way to play the lottery. Our mission is to make playing the lottery more convenient and enjoyable for everyone, including grandma. We're passionate about creating a positive impact on our users' lives and strive to build a culture of excellence, innovation, and teamwork.

Job Summary

As a Customer Support Associate at arenaflex, you'll be an expert resource for our end users, handling incoming inquiries and requests across multiple channels. You'll be responsible for providing outstanding support, delivering exceptional customer experiences, and ensuring our users' needs are met and issues are resolved. If you're an outgoing and customer-centric individual with excellent communication skills and experience with support platforms and social media channels, we'd love to hear from you!

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 users' needs are met and issues are resolved.
• Managing ID verifications, ACH requests, chargebacks, and other day-to-day operational functions to ensure seamless user experiences.
• Communicating with end users via phone, voicemail, in-app and web messaging, email, and social media to ensure positive customer experiences and resolve issues efficiently.
• Collaborating across internal functions and external third parties to resolve complex issues and ensure timely resolutions.
• Continuously building and maintaining expert-level product knowledge to provide accurate and up-to-date information to 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 experiences.
• Proficiency with CS platforms such as Helpshift or Zendesk, with experience in managing multiple channels and workflows.
• Excellent communication skills, both verbal and written, with the ability to communicate complex information in a clear and concise manner.
• Bilingual proficiency in English and Spanish, with the ability to communicate effectively with users in both languages.
• Experience communicating with customers via social media, app store reviews, and other online channels.
• Familiarity with payment processing systems and dispute resolution (ACH, credit cards, chargebacks, etc.).
• 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 troubleshoot complex issues.
• Strong communication and interpersonal skills, with the ability to build rapport with users and internal stakeholders.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Strong attention to detail, with the ability to maintain accurate records and reports.
• Ability to adapt to changing priorities and workflows, with a flexible and proactive approach.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Support Associate, you'll have opportunities to:

• Develop your skills and knowledge in customer support, with training and development programs to help you succeed.
• Collaborate with internal teams, including product development and marketing, to gain a deeper understanding of our products and services.
• Participate in cross-functional projects and initiatives, with opportunities to take on new challenges and responsibilities.
• Enjoy a dynamic and supportive work environment, with a focus on teamwork, innovation, and continuous improvement.

Work Environment and Company Culture

As a remote employee at arenaflex, you'll have the flexibility to work from anywhere, with a focus on productivity, collaboration, and communication. Our company culture is built on a foundation of:

• Innovation and creativity, with a focus on disrupting the status quo and pushing boundaries.
• Collaboration and teamwork, with a focus on building strong relationships and working together to achieve common goals.
• Continuous learning and development, with a focus on helping our employees grow and develop their careers.
• Diversity, equity, and inclusion, with a focus on creating a workplace that's welcoming and inclusive for all employees.

Compensation, Perks, and Benefits

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

• A competitive hourly rate of $28 per hour.
• Flexible and remote work arrangements, with the ability to work from anywhere.
• Opportunities for career growth and development, with training and development programs to help you succeed.
• A dynamic and supportive work environment, with a focus on teamwork, innovation, and continuous improvement.
• A comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off.

How to Apply

If you're a customer-centric individual with a passion for delivering exceptional customer experiences, we'd love to hear from you! To apply for this role, please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, contact [email protected]. Apply for this job