Experienced Full Stack Customer Support Advocate – Web & Cloud Application Development

At arenaflex, we're revolutionizing the way people experience short-term rentals by building innovative software that empowers hosts to rent their properties with ease. Our cutting-edge product and user experience have captured the hearts of our customers, who appreciate our commitment to delivering exceptional support and value. As a Staff Customer Support Advocate, you'll play a vital role in championing outstanding customer experiences while driving strategic initiatives that shape our support operations.

About arenaflex

arenaflex is a bold and daring company that thrives on taking on big challenges. We believe in the power of diversity and seek candidates from a wide range of backgrounds, experiences, and perspectives. Our Applicant Handbook is a treasure trove of information about our company culture, values, and recruitment process. We encourage you to explore it and get a glimpse into what makes us tick: https://bit.ly/hsptblhndbk Our customers are at the heart of everything we do, and we're committed to providing rapid and effective support to address their concerns. Take a look at one of our public Town Halls to see our dedication to transparency and customer-centricity: https://bit.ly/hptwn

About the Role

As a Staff Customer Support Advocate, you'll spend around 60-70% of your time in the queue, supporting our customers via email, live chat, and troubleshooting calls. The remaining 30-40% of your time will be dedicated to leading projects that impact the overall customer experience, such as:

• Improving customer-facing documentation
• Training our AI solution
• Creating training materials for our team
• Investigating and troubleshooting complex user issues
• Providing expert frontline customer support
• Serving as a Product Expert, offering insights and advice to Product Managers and other stakeholders
• Creating comprehensive educational content (videos, documentation, quizzes) for customers and internally

What You'll Do

* Provide exceptional frontline customer support, handling complex cases and setting an example of customer service excellence

• Investigate and troubleshoot challenging user issues with advanced technical knowledge
• Answer questions throughout the entire user journey via live chat, email, and Zoom calls
• Lead strategic projects that drive significant organizational impact
• Work closely with one of our awesome Customer Support Advocates, Cameron, who's passionate about apricot-filled adventures
• Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders
• Create comprehensive educational content (videos, documentation, quizzes) for customers and internally

Schedule and Time Zone

For this position, we're aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). The role will be reporting Sunday through Thursday.

Requirements

We're looking for someone with significant (7+ years) experience in customer-facing roles, especially in SaaS. If you're hesitant to apply because you feel you don't meet the qualifications fully, don't worry! We still want to hear from you.

• Significant (7+ years) experience in customer-facing roles, especially in SaaS
• Excellence (and a genuine fun!) in frontline customer support with consistent high performance
• Advanced troubleshooting abilities for complex technical issues
• Experience balancing daily support responsibilities with strategic initiatives
• Proven ability to take ownership of strategic initiatives that improve the team and customer experience
• Experience mentoring team members and driving knowledge sharing
• Very special kudos if you're an Airbnb host or have been working with a short-term rental business

Benefits

At arenaflex, we're committed to creating an environment where everyone loves to work. Here are some of the benefits you can expect:

• A supportive and caring team environment, where you're trusted, not managed
• A gross salary for US employees ranging from $81,787.68 to $102,521.90
• An extra incentive into our equity with RSUs through our $HOST token (not tied to location or status)
• Up to 35 paid days off per year, including self-serve public holidays, sick leave, and parental leave when needed
• For US employees: healthcare (including EPO, PPO, and HSA), 401(k)
• Mental-health and emotional support with therapists on call through Slack

Join the arenaflex Team

If you're passionate about delivering exceptional customer experiences and driving strategic initiatives, we want to hear from you! Apply now to become a part of our dynamic team and help shape the future of short-term rentals. Apply to this job Apply for this job