Customer Experience Advocate – Remote E‑commerce SMS Marketing Support Specialist at arenaflex

Welcome to arenaflex – Empowering E‑commerce Brands with Cutting‑Edge SMS Marketing

arenaflex is trusted by more than 18,000 e‑commerce stores worldwide—think of the most recognizable online retailers that rely on us to super‑charge their sales through SMS. Our platform gives merchants the ability to build thriving subscriber lists, craft and test high‑impact messaging strategies, deliver stellar customer service, and drive repeat purchases—all from a single, intuitive dashboard.

Our mission is crystal clear: make SMS the number‑one revenue driver for e‑commerce businesses. We achieve that by providing an easy‑to‑use, data‑rich solution that lets brands engage customers at the perfect moment, turning casual browsers into loyal fans. This vision fuels every product decision, every hire, and every interaction.

Founded in 2018 as a 100 % remote organization, arenaflex has grown to a vibrant team of over 250 professionals. Backed by industry‑leading investors—including arenaflex, arenaflex, and other top venture firms—we continue to scale rapidly while keeping our core values of transparency, collaboration, and a relentless customer‑first mindset.

Why You’ll Love This Role

As a Customer Experience Advocate (CXA) at arenaflex, you’ll be the first line of communication for our global community of merchants. You’ll embody the arenaflex brand, troubleshoot technical challenges, recommend tailored solutions, and guide users toward unlocking the full ROI potential of SMS marketing. Your day‑to‑day interactions will primarily take place via live chat and email within our industry‑standard support suite (Zendesk), ensuring every customer feels heard, valued, and empowered.

This position is fully remote, operating on East Coast business hours, and offers you the flexibility to work from anywhere while staying aligned with our collaborative culture.

Key Responsibilities

• Rapid, high‑quality response: Address customer, prospect, and partner inquiries through chat and email, delivering clear, concise, and solution‑focused communication.
• Deep product mastery: Cultivate an expert‑level understanding of the arenaflex platform, as well as broader e‑commerce and digital‑marketing ecosystems.
• Solution‑oriented advocacy: Create “wow moments” by anticipating needs, offering proactive guidance, and turning challenges into opportunities for delight.
• Voice of the customer: Capture actionable feedback and relay insights to Product, Sales, and Marketing teams to drive continuous improvement.
• Issue resolution follow‑up: Track and confirm that technical problems are fully resolved, maintaining a high customer‑satisfaction rate.
• Feature evangelism: Proactively inform users about new capabilities and best practices during relevant interactions.
• Brand stewardship: Consistently represent arenaflex with professionalism, empathy, and enthusiasm in every touchpoint.

Essential Qualifications

• Minimum of 3 years experience in a customer support, success, or advocacy role within a SaaS environment.
• Demonstrated ability to work on East Coast business hours while collaborating across time zones.
• Proven track record of supporting technical products, with a clear understanding of troubleshooting methodologies.
• Hands‑on experience with e‑commerce platforms or marketing‑technology tools (experience with SMS platforms, Twilio, or similar is a plus).
• Familiarity with help‑desk and remote‑support tools such as Zendesk, Intercom, and JIRA.
• Excellent written communication skills, impeccable grammar, and a knack for translating complex concepts into simple language.
• Strong multitasking abilities and comfort juggling competing priorities in a fast‑paced environment.
• Prior experience thriving in a remote‑first role, including regular video‑conference participation (Zoom, Google Meet, etc.).

Preferred Qualifications & Nice‑to‑Haves

• Background in a high‑growth startup or hyper‑scale environment where flexibility and rapid iteration were daily norms.
• Direct experience with SMS marketing, mobile engagement strategies, or telecommunications APIs.
• Knowledge of e‑commerce trends, conversion optimization, and omnichannel customer journeys.
• Exposure to analytics platforms (Google Analytics, Mixpanel, etc.) to help customers interpret campaign performance.
• Previous involvement in onboarding or training initiatives, creating knowledge‑base articles, or producing tutorial content.
• Fluency in a second language, enabling support for a broader, global customer base.

Core Skills & Competencies

• Empathy & active listening: Ability to understand the underlying emotions and business objectives behind every support ticket.
• Critical thinking & problem solving: Rapidly diagnose issues, propose actionable solutions, and anticipate future needs.
• Technical aptitude: Comfortable navigating SaaS dashboards, API documentation, and integration workflows.
• Team collaboration: Strong partnership mindset, regularly interfacing with product managers, engineers, and marketing specialists.
• Time management: Efficiently prioritize tickets, follow‑up tasks, and internal projects without sacrificing quality.
• Adaptability: Thrive in an evolving product landscape, eagerly embracing new features and processes.
• Data‑driven mindset: Use metrics (CSAT, NPS, resolution time) to continuously improve personal and team performance.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package designed to attract top talent while rewarding performance.

• Hourly rate: USD $26 – $33 (commensurate with experience) plus equity participation.
• Benefits suite: Comprehensive health, dental, and vision insurance.
• Remote‑first flexibility: Work from any location that supports a stable internet connection.
• Professional development budget: Annual stipend for courses, certifications, conferences, or learning resources.
• Growth opportunities: Fast‑track pathways to senior support leadership, product specialization, or cross‑functional roles.
• Company culture: Inclusive, collaborative, and fun—regular virtual events, hack weeks, and recognition programs.
• Equity upside: As a high‑growth startup, equity grants provide a direct stake in arenaflex’s success.

Career Development & Learning at arenaflex

We believe that our people’s growth fuels the company’s momentum. As a Customer Experience Advocate, you’ll have access to:

• Mentorship from senior support leads and product engineers.
• Internal training modules covering product deep‑dives, communication best practices, and emerging e‑commerce trends.
• Opportunities to participate in cross‑functional projects—such as beta‑testing new features or contributing to customer‑education content.
• Clear promotion tracks—from Associate Advocate to Senior Advocate, then to Team Lead or Customer Success Manager.
• Quarterly performance reviews that align personal goals with arena‑flex’s strategic objectives.

Work Environment & Culture

arenaflex is built on a foundation of trust, transparency, and a steadfast commitment to putting the customer first. Our remote‑first model encourages autonomy, yet we stay tightly connected through daily stand‑ups, weekly all‑hands, and virtual coffee chats. We celebrate diversity, champion psychological safety, and continuously invest in tools that make remote collaboration seamless.

From spontaneous “show‑and‑tell” sessions to monthly wellness challenges, we ensure that every team member feels valued, heard, and inspired to bring their whole selves to work.

Application Process

If you’re passionate about delivering unforgettable customer experiences, thrive in a fast‑moving SaaS environment, and want to be part of a mission‑driven company that’s reshaping e‑commerce, we’d love to hear from you. To apply, click the link below, submit your resume and a brief cover letter highlighting your most relevant experience, and tell us why arenaflex is the perfect next step in your career.

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Welcome to arenaflex. We are an evolving, inclusive workplace where talent thrives, ideas flourish, and every voice matters.