Experienced Live Chat Representative – Ecommerce Loyalty Program Support and Customer Success Specialist

Welcome to arenaflex

At arenaflex, we don't just build loyalty programs - we create growth engines for ecommerce merchants. In a world of beeps and clicks, arenaflex reminds us there is a human on the other side of every screen. With over 100,000 merchants worldwide, we're already the largest loyalty program provider on the planet. But we're just getting started. Our team is globally distributed but closely connected, and we're passionate about making people happy - from the merchant to their consumer, to our team.

About the Role

As part of the Merchant Success team, the Live Chat Representative is the first point of contact for both prospective and tenured merchants running their loyalty programs with arenaflex. You will be expected to quickly handle a high volume of conversations, triaging those conversations to determine if you can help yourself, or if you need to smoothly escalate the conversation to another arenaflex support team. This is a full-time remote role (Monday - Friday, 5am-1pm EST +/- 1hr), and we're looking for someone who is passionate about ecommerce and helping merchants grow through loyalty and reward.

Key Responsibilities

• Be the first point of contact for both current and prospective arenaflex merchants, handling both concurrent and a high volume of conversations with accuracy.
• Help prospective merchants articulate the value of arenaflex.
• Enable product adoption by facilitating trial access and demonstrating the app's capabilities.
• Guide merchants through configuration and identify and resolve minor issues.
• Ability to delegate escalations effectively through setting expectations and providing concise internal communication.
• Build trust, empathize, and delight merchants by setting the standard for what exceptional support looks like.
• Contribute to our product feedback process.

What You'll Help Us Achieve

• 5-star Shopify app store generation, meeting or exceeding individual target quota. This is crucial for this role.
• A team Customer Satisfaction (CSAT) score of 90% or better.
• Internal efficiency. Live Chat acts as a 'gatekeeper' and this must be done effectively to avoid reassignments to inaccurate teams.
• Clean internal conversation flow that fosters a positive merchant experience and sentiment.

Requirements and Skills

To be successful in this role, you'll need:

• Based in/able to work 5am-1pm EST (+/- an hour) Monday to Friday.
• Expressive personality with a high level of empathy. When a merchant opens a chat, they know there's a real human at the other end.
• Competency in a digital environment. We use tools like Notion, Slack, Google Sheets, Metabase, etc. You don't have to know how to use all of these tools when you apply, but you must have a mindset that is fairly adept at learning new technologies.
• Knowledge of the e-commerce industry/desire to learn and keep up with industry trends.
• Ability to multitask and handle a high volume of conversations in a fast-paced environment.
• Team-oriented mindset.
• Able to operate independently in a remote environment while maintaining focus.

Bonus Skills

If you have any of the following skills, it's a bonus:

• 2+ years customer service/support/success experience.
• Experience with Intercom and/or working in a similar role in a prior job.
• Experience working remotely.
• E-commerce experience, whether that be working in the industry, or running your own store.
• Entrepreneurial instincts, such as running your own side hustle.
• Working knowledge of HTML/CSS/JS (or any coding language) and using web inspector.

Career Growth and Learning Benefits

At arenaflex, we're committed to helping our team members grow and develop their skills. You'll have access to a range of training and development opportunities, including mentorship programs, workshops, and conferences. We're passionate about creating a culture of continuous learning and improvement, and we're always looking for ways to support our team members in their careers.

Work Environment and Company Culture

At arenaflex, we're proud of our inclusive, equal-opportunity workplace. We value diversity and believe that a range of backgrounds, experiences, and ideas is essential to our success. We're a global team, but we're closely connected, and we're always looking for ways to support each other and have fun. From virtual social events to team-building activities, we're committed to creating a positive and supportive work environment.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including a base pay of $57,000 CAD plus on-target earnings of $8,640 CAD for meeting individual review targets. We also offer a range of perks and benefits, including flexible working hours, remote work options, and access to a range of training and development opportunities.

Conclusion

If you're passionate about ecommerce and helping merchants grow through loyalty and reward, we want to hear from you. At arenaflex, we're committed to creating a culture of excellence and supporting our team members in their careers. We're looking for someone who is passionate, driven, and committed to delivering exceptional customer support. If that sounds like you, apply now to join our team as a Live Chat Representative.