Experienced B2B Software Customer Support Specialist – Global Software as a Service Business
At arenaflex, we're on a mission to revolutionize the beauty and wellness industry by providing a seamless and intuitive platform for businesses to manage their operations. As a leading marketplace platform, we're trusted by millions of consumers and businesses worldwide, with over 130,000+ businesses and 450,000+ stylists and professionals using our platform to process over 1 billion appointments across 120+ countries. We're now seeking an exceptional B2B Software Customer Support Specialist to join our global Software as a Service business. As a key member of our team, you'll be responsible for providing top-notch support to our partners and their clients, ensuring they have an exceptional experience with our software. If you're a curious problem solver, passionate about delighting our partners, and comfortable working in a fast-paced environment, we'd love to hear from you.
About arenaflex
arenaflex is a global leader in the beauty and wellness industry, with a presence in 12 global offices across North America, EMEA, and APAC. Our platform allows consumers to discover, book, and pay for beauty and wellness appointments with local businesses, while our business software and financial technology solutions empower beauty and wellness businesses and professionals to manage their entire operations seamlessly. Our ecosystem gives merchants everything they need to run their business successfully, including appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory, and team management. By leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands like Instagram, Facebook, and Google, we unlock revenue potential for our partner businesses.
Role Overview
As a B2B Software Customer Support Specialist, you'll be accountable for resolving support tickets and communicating with partners and their clients via various channels, including email, voice/phone, live chat, social media, WhatsApp, and SMS. You'll work collaboratively with partners to ensure they're getting the most out of our software, identify recurring issues, and proactively flag them to your TL and the arenaflex product teams.
Key Responsibilities
* Resolve support tickets and partner contacts using our ticketing system, Hubspot, and support our partner's clients
- Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs, and contact trends to your TL and the arenaflex product teams
- Take a consultative approach to supporting our partners to ensure they're getting the most out of our software to drive partner retention
- Find creative solutions to partner problems and identify opportunities to improve our partners' experience with arenaflex and generate more revenue for the business
- Be a proactive problem solver, going the extra mile to delight our partners
Testing and Investigating
* Proactively test and investigate problems that our partners raise in our software
- Reproduce the issues and problems in your own test account and test solutions to the problem that you're solving
- Maintain your own test account and ensure all features and functionality are up to date, active, and usable for testing purposes
High Performance
* Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement, and living the values of arenaflex
- Adhere to our Service Level Agreement (SLA) and prioritize timely resolution of tickets
- Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure
- Support your CX colleagues to achieve their targets and become high performers
- Constantly strive to raise the standards across the team to create a high-performing culture
How to be Successful at arenaflex
* Be a curious problem solver, wanting to get to the root cause of problems and find creative solutions to exceed our partners' expectations
- Be passionate about delighting our partners and their clients, so they never want to leave arenaflex and advocate for the brand
- Deliver high-quality written responses in English to partner questions and queries
- Have a technical mindset, comfortable using, navigating, and explaining how to use our multifaceted health and wellness software
- Be able to work at pace, continually learning as our software continues to grow and evolve
- Be comfortable dealing with ambiguity and learning through testing and using the product
- Show enthusiasm, positivity, and a can-do attitude
- Be comfortable taking feedback on board, applying it to your daily activities, and demonstrating humility
Additional Information
* arenaflex is committed to creating an inclusive workforce where individuals of all backgrounds feel comfortable. We want all arenaflex people to feel included and truly empowered to contribute fully to our vision and goals.
- We do not discriminate based on race, color, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.
- If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.
What We Offer
* Competitive salary and benefits package
- Opportunity to work with a global leader in the beauty and wellness industry
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Recognition and rewards for outstanding performance
- Flexible working hours and remote work options
- Access to the latest technology and tools
- A fun and inclusive company culture
If you're passionate about delivering exceptional customer support and want to be part of a dynamic and growing team, we encourage you to apply for this exciting opportunity. Apply for this job