Experienced Customer Support Chat Specialist: Tu - Th | Remote Opportunity at arenaflex

Join arenaflex, the leading nonprofit fundraising and CRM platform, in revolutionizing the way changemakers raise funds and give back to their communities. As a Customer Support Chat Specialist, you will be at the forefront of providing exceptional support to our users, empowering them to achieve their fundraising goals.

About arenaflex

arenaflex is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Our mission is to empower the changemaker in all of us, making giving fun and work enjoyable. We believe in creating a workplace culture that is inclusive, diverse, and supportive, where everyone can thrive and make a meaningful impact.

Role Description

We are seeking a highly skilled and motivated Customer Support Chat Specialist to join our team. As a key member of our Customer Support team, you will be responsible for providing top-notch support to our users through live chat and email. Your primary responsibilities will include:

• Responding to inquiries from current and prospective users and donors in a timely and accurate manner via live chat and email
• Following up with unresponsive users and leads to ensure their questions are resolved
• Proactively identifying user needs and helping customers implement specific features
• Analyzing product malfunctions and reporting them
• Gathering user feedback, feature requests, and workarounds, and proactively suggesting improvements

Responsibilities

* Respond to queries from users in a timely and accurate way via live chat and email

• Follow up with unresponsive users and leads to ensure their questions are resolved
• Proactively identify user needs and help customers implement specific features
• Analyze product malfunctions (for example, by testing different scenarios or impersonating users) and report them
• Gather user feedback, feature requests, and workarounds, and proactively suggest improvements
• Collaborate with cross-functional teams to resolve complex issues and improve user experience
• Stay up-to-date with product knowledge and features to provide accurate and helpful support

Requirements

* 5+ years of experience as a Live Chat Support Specialist in the tech industry

• 2+ years of remote experience
• Experience handling multiple incoming chat requests simultaneously
• High adaptability and positive attitude in a dynamic environment
• Experience using help desk software and remote tools (i.e. Intercom, Slack, Notion)
• Excellent written and verbal communication skills in English
• Agents must provide their own computer and stable internet connection (2nd monitor recommended)

Preferred Qualifications

* Experience working with nonprofit organizations or fundraising platforms

• Knowledge of CRM software and fundraising strategies
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Experience with customer relationship management (CRM) software

Benefits

* Competitive salary

• Remote work opportunity with flexible hours
• Health insurance (100% covered for employees in the Philippines)
• Holiday pay and overtime compensation
• Performance bonuses for meeting KPIs
• 10 days PTO annually
• Additional annual leaves (Bereavement, Maternity, Paternity, Adoption, Domestic Violence)
• Charitable giving program (monthly allowance to support verified nonprofits)
• Love what you do: work for a mission-driven company serving the charitable sector

Work Environment and Culture

* arenaflex is a remote-friendly company with a flexible work schedule

• Our team is passionate about making a difference in the world and supporting changemakers
• We prioritize work-life balance and offer flexible hours to ensure our employees can maintain a healthy balance between work and personal life
• Our company culture is inclusive, diverse, and supportive, with a focus on continuous learning and growth

How to Apply

If you are a motivated and customer-focused individual who is passionate about making a difference in the world, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Note

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to building a diverse and inclusive team and encourage women and nonbinary individuals to apply. Apply for this job