Experienced Full Stack Customer Care, AI Automation & Content Writer – Web & Cloud Application Development

At arenaflex, we're on a mission to challenge the existing idea that nice things should cost a lot. Our team is passionate about creating high-quality products at affordable prices, while prioritizing customer satisfaction, environmental sustainability, and social responsibility. As a key member of our team, you'll have the opportunity to drive continuous improvement and refinement in our AI-driven platforms and systems, focusing on enhancing efficiency, accuracy, and customer experience across multiple channels.

About arenaflex

arenaflex is a retail and technology company co-founded by a team with extensive experience in retail, technology, and building early-stage companies. Our team is comprised of world-class talent from top institutions, including Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, and Nike. We're committed to innovation, quality, and customer satisfaction, and we're looking for like-minded individuals to join our team.

The Ideal Candidate

We're seeking an experienced Full Stack Customer Care, AI Automation & Content Writer to drive continuous improvement and refinement in our AI-driven platforms and systems. This role requires a combination of analytical, strategic, and hands-on technical expertise to implement and optimize generative AI and automation processes. If you have a passion for content writing, AI-driven systems, and customer service automation, we encourage you to apply.

Key Competencies

To succeed in this role, you'll need to possess the following key competencies:

• Content Writing & Editing Excellence: You'll be responsible for creating high-quality content, including knowledge base articles, macros, FAQs, and other end-user documentation.
• Proficiency in AI transactional threads, bots, and automation tools: You'll need to have a solid understanding of AI transactional threads, bots, and automation tools, and be able to create and implement effective solutions.
• Data-Driven Decision Making & Accountability: You'll be responsible for analyzing complex systems, identifying gaps, and creating actionable solutions to improve customer experience and efficiency.
• Collaboration & Communication: You'll need to work closely with cross-functional teams to implement and optimize AI-driven systems and processes.

Key Responsibilities

As a Full Stack Customer Care, AI Automation & Content Writer, you'll be responsible for the following key tasks:

• Enhancement of Gladly Answers: You'll take ownership of the Gladly Answers platform to improve knowledge for customers, AI chatbots, and agents. This includes managing and responding to all knowledge base and macro requests from the internal team on a daily basis, maintaining a 100% same-day response rate.
• Gen AI Resolution rate improvement: You'll regularly monitor performance, analyze data, and suggest improvements to optimize Gen AI resolution accuracy for SMS and Chat.
• Self-Service Deflection Optimization: You'll perform a detailed analysis of self-service deflection in the Contact Us page (Help Center) to find areas for improvement. You'll implement strategies and solutions to enhance deflection, improving overall customer support efficiency and reducing the need for human escalation.
• Email Sidekick Gap Analysis and Implementation: You'll analyze and assess gaps in the current Email Sidekick threads. You'll create and execute an implementation plan aimed at increasing the email resolution rate, ensuring more efficient automated responses.
• Transactional Threads configuration: You'll document current processes to map AI threads to solve main contact topic drivers for customer care.
• Glad App (Chat widget) quick Answers trends monitoring: You'll monitor quick answers performance and customers search behavior to assess changes needed to improve Glad App deflection rate.
• Support Quince New Market Launches: You'll ensure Help Center and Knowledge Base articles/content are correctly updated to support new market and language requirements.

Basic Qualifications

To be considered for this role, you'll need to possess the following basic qualifications:

• Education and Experience in Content Writing: You'll need to have a Bachelor's degree in English, Communications, or a related field, and 2+ years of experience writing knowledge base articles, macros, FAQs, or other end-user documentation.
• Experience crafting AI-driven self-service content: You'll need to have experience crafting AI-driven self-service content, such as chatbot or virtual assistant responses.
• Strong command of English grammar, clarity, and tone: You'll need to have a strong command of English grammar, clarity, and tone, with an ability to simplify complex topics.
• Ability to write in a brand voice: You'll need to be able to write in a brand voice that aligns with company culture and customer expectations.
• Proven experience in AI-driven systems: You'll need to have proven experience in AI-driven systems, machine learning, or similar technology roles, ideally with a focus on customer service automation.
• Solid understanding of AI transactional threads, bots, and automation tools: You'll need to have a solid understanding of AI transactional threads, bots, and automation tools.
• Ability to analyze complex systems: You'll need to be able to analyze complex systems, identify gaps, and create actionable solutions.
• Strong communication and collaboration skills: You'll need to have strong communication and collaboration skills, with a track record of working cross-functionally in a fast-paced environment.

Pay Range

We rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. Bonus eligibility varies by role and is determined based on the position's impact and contribution to our strategic goals. The pay range for this role is $35 - $40 USD per hour.

Work Environment and Company Culture

arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. We believe in the importance of work-life balance and offer a range of benefits to support our employees' well-being. Our company culture is built on a set of core values that include customer satisfaction, quality, innovation, and teamwork.

Security Advisory

At arenaflex, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, we emphasize legitimate recruitment practices. Initial communication is primarily via official arenaflex email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.

Equal Employment Opportunity

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. If you're passionate about customer care, AI automation, and content writing, and you're looking for a challenging and rewarding role, we encourage you to apply. Apply for this job