Experienced Full Stack Customer Support Professional – E-commerce Acceleration and Marketplace Expertise

Join arenaflex, a leader in global e-commerce and marketplace acceleration, as we continue to revolutionize the way brands connect with their customers. As a Phone Customer Support Professional, you will be at the forefront of our customer-centric approach, providing exceptional support to our clients and their customers across multiple marketplaces and platforms.

About arenaflex

arenaflex is the driving force behind e-commerce acceleration, empowering hundreds of global brands to grow their online sales on direct-to-consumer websites, online marketplaces, and other digital channels in over 60 countries. With a revenue exceeding $1 Billion last year, we have been recognized as one of the fastest-growing tech companies in North America by Deloitte and one of the best-led companies by Inc. Our commitment to employee experience has earned us a spot on Newsweek's Global Most Loved Workplaces® list.

A Day in the Life of a Phone Customer Support Professional

As a Phone Customer Support Professional at arenaflex, you will be responsible for:

• Acting as a liaison between customers, manufacturers, and e-commerce platforms, including Amazon, Walmart, Shopify, and others in the US and global marketplaces.
• Managing multiple brand interactions across all marketplaces through phone calls, chats, and emails.
• Representing a primary brand partner and providing support for our mutual customers.
• Identifying trends and opportunities that need to be addressed throughout the company.
• Responding to consumer-facing questions that positively impact buyer behavior on Amazon.
• Helping customers through their entire journey to resolution.
• Managing customer refunds.
• Partnering with your manager to take on new tasks and projects as our team continues to expand what we offer to our stakeholders.

What You Need to Thrive in This Role

To succeed as a Phone Customer Support Professional at arenaflex, you will need:

• A Bachelor's degree (preferred but not required).
• 1 year of customer service experience.
• Effective social interaction, verbal and written communication, organizational skills, and the ability to perform a variety of tasks efficiently.
• Working knowledge of e-commerce platforms (Shopify and Zendesk are helpful but not required).
• Type 40+ WPM.
• Computer proficiency with MS Office products.
• Strong analytical skills, detail-oriented, self-motivated, and proactive.

High Performance Expectations

To excel in this role, you will need to:

• Follow through with all assignments in a timely manner.
• Give 100% to all tasks and projects you are given.
• Actively comment and participate in group collaborations.
• Take full ownership of your projects and follow through to completion.

Our Team Culture

You will report to the Customer Care Team Manager and the Director of Customer Care. Our team is fast-paced, data-driven, and results-oriented. You will collaborate regularly with members of your team and work across departments with other senior-level colleagues to implement actionable solutions. We hold ourselves to a high standard and ensure we have all the tools at our disposal to succeed.

We're Looking for Game Changers, Data Fanatics, Partner Obsessed, and Team of Doers

* Game Changers: Someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to arenaflex's processes and outcomes.

• Data Fanatics: Someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
• Partner Obsessed: An individual who clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner's expectations and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with arenaflex.
• Team of Doers: Someone who uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

The Hiring Process

Our hiring process includes:

• Initial phone interview with arenaflex's talent acquisition team.
• Zoom interview with Account Leads.
• Onsite Interview with three Leaders.
• Reference checks.
• Executive review.
• Offer.

How to Stand Out as an Applicant

To increase your chances of standing out as an applicant, be sure to:

• Discuss professional accomplishments with specific data to quantify examples.
• Provide insights on how you can add value and be the best addition to the team.
• Focus on mentioning how you would be partner obsessed at arenaflex.
• Share experience on any side projects related to data and analytics.

Why Work at arenaflex?

arenaflex offers big opportunities to make a difference in the e-commerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our arenaflex community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include:

• Accrued PTO.
• Paid Holidays.
• Onsite Fitness Center.
• Company Paid Life Insurance.
• Casual Dress Code.
• Competitive Pay.
• Health, Vision, and Dental Insurance.
• 401(k) match. arenaflex matches 100% of the first 3% in eligible compensation deferred and 50% of the next 2% in eligible compensation deferred.

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 status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Apply to this Job Apply for this job