Experienced Seasonal Customer Service Representative – Holiday Support for Innovative Stationery Brand at arenaflex (3-Month Contract, November to January)

Introduction to arenaflex

arenaflex is a pioneering, VC-backed consumer stationery brand that has been making waves in the industry since its launch in the UK in 2015. With a strong presence in the US market since 2018, arenaflex is poised to become the largest market for the brand. Backed by over $15 million in venture funding, arenaflex is on the cusp of securing Series C funding to further accelerate its growth. By collaborating with emerging artists, iconic brands, and fashion labels, arenaflex curates a unique collection of notebooks, notecards, diaries, and journals that inspire people to uncover the possibilities of a blank page.

About the Role

We are seeking enthusiastic and skilled Seasonal Customer Service Representatives to join our Customer Service team during the holiday season. As a remote team member, you will be the friendly face of arenaflex, providing exceptional support to our customers and helping us achieve our mission to inspire meaningful connections. Reporting to the US Customer Service Manager, you will be responsible for delivering top-notch customer experiences, working closely with our Operations and Tech teams to ensure seamless issue resolution.

Key Responsibilities

• Provide timely and effective support to arenaflex customers via email and live chat, addressing queries and concerns with empathy and professionalism
• Follow established procedures to ensure accurate information and speedy resolutions, maintaining a high level of customer satisfaction
• Collaborate with internal teams, external print partners, and 3PLs to troubleshoot issues and provide proactive communication throughout the customer journey
• Work closely with design, operations, and tech teams to resolve complex issues and improve overall customer experience
• Prioritize tickets based on shift supervisor direction, ensuring efficient and effective issue resolution
• Address customer questions and concerns, including using the online editor, order editing, and product format inquiries

Requirements

To succeed in this role, you will need:

• At least 1 year of customer service experience, preferably in an ecommerce business
• Excellent written and spoken English skills, with the ability to communicate complex information clearly and concisely
• Experience working in a team environment, meeting SLAs and KPIs, and maintaining high customer engagement standards
• A quick learning mindset, with the ability to adapt to new software and processes
• Familiarity with customer service software such as Zendesk, Freshdesk, or Intercom (desirable but not essential)
• A quiet, dedicated working environment at home with access to high-speed, private internet
• A reliable laptop or desktop computer

What We Offer

In return for your hard work and dedication, we offer:

• A 3-month fixed-term contract from November 5th to January 31st
• A competitive hourly rate of $21 per hour
• Generous staff discounts on arenaflex products
• Remote working arrangements, with a flexible schedule (9 am to 5:30 pm ET, Monday to Friday, plus one weekend of work during the contract)
• A 1-hour unpaid lunch break daily and a paid wellness hour per week
• 37.5 paid contract hours per week
• A friendly and supportive team environment
• 4 paid US Public Holidays (Thanksgiving, Christmas Day, New Year's Day, and Martin Luther King Jr. Day)
• 6 paid days off

Career Growth and Development

At arenaflex, we are committed to supporting the growth and development of our team members. As a Seasonal Customer Service Representative, you will have the opportunity to work with a fast-paced startup, gaining exposure to various aspects of the business. You will also have access to training and development opportunities, helping you to enhance your skills and knowledge in customer service and beyond.

Work Environment and Culture

arenaflex is a dynamic and innovative company that values creativity, collaboration, and customer satisfaction. Our team is passionate about delivering exceptional customer experiences, and we are looking for like-minded individuals to join our team. As a remote worker, you will be part of a distributed team that is connected by a shared vision and values. We prioritize open communication, transparency, and feedback, ensuring that every team member feels valued and supported.

Compensation and Benefits

In addition to a competitive hourly rate, we offer a range of benefits that support your well-being and career growth. From generous staff discounts to paid time off and wellness hours, we are committed to creating a positive and supportive work environment that allows you to thrive.

Conclusion

If you are a motivated and customer-focused individual looking for a short-term role that offers exposure to a fast-paced startup, we encourage you to apply for this exciting opportunity. As a Seasonal Customer Service Representative at arenaflex, you will be part of a dynamic team that is dedicated to delivering exceptional customer experiences. Don't miss this chance to join our team and contribute to the success of a innovative and growing company. Apply now to take the first step in an exciting and rewarding career with arenaflex!