Experienced Customer Support Associate – West Coast Remote Role
At arenaflex, we empower users to give voice to their ideas and make it easy for them when they need help. Our Customer Operations team runs 24/7, with a diverse workforce of over 400 people across multiple locations, including New York, Dublin, Portland, and a remote workforce. As a Customer Support Associate, you will be on the front lines working with our customers every single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand.
About arenaflex
arenaflex is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling and creating and managing social media presence. Our team of over 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.
Job Summary
We are seeking an experienced Customer Support Associate to join our remote team on the West Coast. As a Customer Support Associate, you will be responsible for providing exceptional customer service to our users through live chat and email. You will troubleshoot and guide customers through questions and issues with their account, billing, domain, or other transactional inquiries. You will also be responsible for staying up to date on new product features and improvements, identifying isolated customer experiences, and escalating important issues.
Responsibilities
- Respond to customer-submitted live chats and email in a timely manner - Queue-based, typing work will account for approximately 90% of the role - Live Chat is our primary channel of support in this role - Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries - Independently meet targets across Quality, Productivity, and Customer Satisfaction, in email and live chat - Stay up to date on new product features and improvements - Identify isolated customer experiences and escalate important issues
Requirements
- Open availability to work a 40-hour work week that spans weekends and holidays as our customers need us - 1+ years customer-facing experience required in a similar role (retail, hospitality, online support) - Expertise with written communication and the ability to spot spelling and grammar errors - Proficiency with decoding conversations, identifying the cause, and aligning on end goals - Capability of prioritizing competing requests - Familiarity with the arenaflex platform - Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer-focused - Currently live in Arizona, Idaho, Utah, New Mexico, Oregon, or Washington
Benefits & Perks
- A choice between medical plans with an option for 100% covered premiums - Health Savings Account with arenaflex funding - Fertility and adoption benefits - Supplemental Insurance plans - Headspace mindfulness app subscription - Global Employee Assistance Program - Retirement benefits with employer match - Flexible paid time off - 20 weeks for parental leave and up to 12 weeks to care for an ill family member - $100 per month remote stipend - Access to supplemental insurance plans for additional coverage - Education reimbursement - Employee donation match to community organizations - 6 Global Employee Resource Groups (ERGs)
Compensation
The hourly rate for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. Some roles may be eligible for overtime pay. The cash compensation range for this position is $17.55 USD per hour.
Career Growth Opportunities & Learning Benefits
At arenaflex, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including virtual training sessions, online courses, and mentorship opportunities. We also encourage our employees to take ownership of their learning and development, and provide resources and support to help them achieve their goals.
Work Environment & Company Culture
Our remote team is a dynamic and collaborative group of individuals who are passionate about delivering exceptional customer service. We work in a fast-paced environment, and are committed to providing a positive and supportive work environment for all our employees. We value diversity, equity, and inclusion, and are committed to creating a workplace culture that is welcoming and inclusive for all.
How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer service, we encourage you to apply for this role. Please submit your resume and a cover letter explaining why you are a strong fit for this role. We look forward to hearing from you!
Note
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace culture that is inclusive and welcoming for all. We will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge. Apply for this job