Experienced Chat Associate (Global) – Customer Support and Operations Expert

At arenaflex, we're on a mission to revolutionize the healthcare industry by connecting healthcare professionals with on-demand shifts and healthcare facilities with top talent. Our app-based marketplace is designed to empower healthcare professionals to work when and where they want, while enabling healthcare facilities to meet their talent needs. As a fast-growing tech startup with a global, remote team, we're looking for a highly skilled and motivated Chat Associate to join our Worker Operations Team.

Why Join arenaflex?

arenaflex is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We've been featured on YC's Top Companies and grown 20x+ since January 2021. Our diverse and inclusive company culture values collaboration, innovation, and customer satisfaction. We're committed to creating a workplace where everyone feels valued, respected, and empowered to make a meaningful impact.

Overview of the Role

As a Chat Associate on our Worker Operations Team, you'll play a vital role in upholding safety and reliability for both sides of our marketplace. You'll be responsible for communicating with customers via telephone, live chat, and web communication channels, investigating attendance and quality incidents, and developing reliability initiatives to improve the overall quality of the marketplace. Your exceptional judgment, curiosity, and strong communication skills will enable you to masterfully balance risk mitigation and deliver exceptional customer experiences.

Responsibilities

* Communicate with customers via telephone, live chat, and web communication channels to resolve their inquiries and concerns

• Investigate attendance and quality incidents across our marketplace, using exceptional judgment and noticing to solve our customers' problems
• Communicate the resolution of your investigations to workers and workplaces with empathetic, customer-centered communication, justifying the reasoning behind your decisions to diverse stakeholders within the company
• Work efficiently and effectively to ensure customer inquiries are resolved fully and in a timely manner
• Develop reliability initiatives to improve the overall quality of the marketplace and experience for our customers, establishing policy improvements to accomplish this goal
• Collaborate with cross-functional teams, including customer support, general operations, product, customer success, and legal teams, to ensure seamless communication and issue resolution
• Manage and maintain communication on multiple platforms to effectively solve issues for arenaflex's partner facilities and professionals
• Remain knowledgeable on product updates to ensure you're acting with the most up-to-date organizational information

Must-Have Qualifications

* Proficient in English (English is a first language)

• +2 years of customer support experience
• +2 years of providing telephonic customer support
• +2 years of Zendesk or any CRM experience
• Ability to resolve customer issues with empathy and action
• Exceptional written and verbal communication skills
• Ability to work as part of multidisciplinary teams
• Comfortable handling ambiguous situations and adaptable to constant change
• Possess an "I can handle anything" mentality
• Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization
• Exceptionally detail-oriented
• Ethical and unbiased integrity and decision-making abilities
• A positive mindset that elevates the entire team

System Requirements

* Minimum 15Mbps wired internet connection

• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a fast-growing tech startup in the healthcare industry
• Collaborative and inclusive company culture
• Flexible remote work arrangement
• Professional development and growth opportunities
• Access to cutting-edge technology and tools
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply Now! Apply for this job