Experienced Customer Support Specialist – Event Planning SaaS Company

Join arenaflex, a high-growth SaaS company revolutionizing the event planning industry, and take your career to new heights! Are you a customer-focused professional with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Support Specialist to join our dynamic team and help shape the future of event planning.

About arenaflex

arenaflex is a fast-growing, $3M seed-funded B2B SaaS startup that's changing the game for event professionals. Our platform streamlines and simplifies event booking management in real-time, making it easier for event planners, hospitality professionals, and Destination Marketing Organizations (DMOs) to find and book the perfect venues. With a growing customer base of 150K+ hotels, including industry leaders like Marriott, Hilton, and Hyatt, we're poised for explosive growth and expansion beyond Europe and North America.

Our Culture

At arenaflex, we value accountability, an ownership mindset, and a data-driven approach. Our collaborative team is where each person's contributions directly impact our success. We're a company that's scaling fast, where micromanagement doesn't exist, and you'll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes. You'll work closely with our founders and C-Suite, making a real difference and being part of strategic decisions. If you thrive in a fast-paced, entrepreneurial environment with opportunities for growth and advancement, this is the place for you!

Benefits

* Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental.

• Maternity Leave: Support for growing families.
• Future 401K Plan: Coming soon!
• Quarterly Meetups: Connect and collaborate in person with the team.
• Remote work budget and opportunities for leadership advancement.

Job Description

We're seeking a detail-oriented, people-first Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. As a hybrid of responsive customer support and proactive outreach, you'll be a key touchpoint for both planners and hotels, helping troubleshoot issues and ensuring timely engagement from all parties.

Responsibilities

* Customer Support: + Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone. + Update and improve existing support content and macros to reflect product updates. + Provide feedback to product and customer success teams to improve user experience.

• Hotel Onboarding & RFP Management:

+ Proactively reach out to hotels that need to join our platform to respond to planner RFPs. + Follow a proven script and onboarding process, adapting when needed. + Track and maintain consistent follow-ups with hotels. + Maintain and update hotel contact information and associate hoteliers with their properties. + Monitor RFP response rates and identify/prioritize overdue RFPs. + Facilitate communication between hotels and planners. + Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.

• Help Center:

+ User Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content. + Collaboration: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.

Qualifications

* 1-3+ years of experience in SaaS customer support, ideally in a startup environment.

• Self-motivated with a track record of working well independently.
• Must be comfortable being on the phone with customers.
• Excellent communication skills, both written and verbal.
• Must be able to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule.
• Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
• Must be comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
• Highly proactive beyond owning a customer support process - not an order taker.
• A clear, professional communicator, both written and verbal.
• Comfortable with learning and utilizing customer support tools, email, and chat messaging.
• Process-oriented yet adaptable in a fast-moving environment.
• Highly organized and proactive with strong follow-through.
• Experience or interest in the events/hospitality industry is a bonus.

Why Join arenaflex?

* Be part of a high-growth company that's changing the event planning industry.

• Work with a collaborative team that values accountability, ownership, and data-driven decision-making.
• Enjoy a fast-paced, entrepreneurial environment with opportunities for growth and advancement.
• Receive a competitive salary and benefits package, including health coverage, maternity leave, and a future 401K plan.
• Participate in quarterly meetups and remote work budget opportunities.
• Be part of a company that's scaling fast, where micromanagement doesn't exist, and you'll have the freedom to think outside the box and bring fresh ideas.

Ready to Take the Leap?

If you're a customer-focused professional with a passion for delivering exceptional support experiences, we want to hear from you! Apply now to join our dynamic team and take your career to new heights with arenaflex! Apply for this job