Customer Support Representative – Technical Assistance & Client Success Specialist for arenaflex’s SaaS Recycling Platform

About arenaflex – Pioneering Sustainable Metal Recycling Through Intelligent Software

arenaflex is a venture‑backed, Series A SaaS company that is reshaping the scrap metal recycling industry. Backed by top‑tier venture capital investors, arenaflex delivers a modern, intuitive platform that empowers metal recyclers to track every ounce of metal from purchase to sale, streamline yard operations, and dramatically improve recycling rates. By marrying cutting‑edge technology with a deep commitment to environmental stewardship, arenaflex helps keep valuable metal out of landfills and drives a circular economy.

Our mission is simple yet ambitious: to make metal recycling as seamless and data‑driven as any other high‑growth tech sector. We are a fast‑moving startup that values curiosity, ownership, and collaboration. As we scale, we are looking for passionate individuals who want to shape the future of an industry that touches every corner of the global supply chain.

Why This Role Matters – The Heartbeat of Customer Success

At arenaflex, the Customer Support Representative is more than a ticket‑resolver; you are the voice of our customers, the guardian of their experience, and a catalyst for continuous product improvement. As the inaugural member of our Customer Success team, you will lay the foundation for a world‑class support organization that drives client retention, advocacy, and long‑term growth.

Key Responsibilities – What You’ll Own and Deliver

Technical Assistance & Training

• Provide prompt, high‑quality technical support via phone, email, chat, and ticketing systems.
• Conduct live and recorded training sessions to help customers master arenaflex’s platform features.
• Develop and maintain clear, concise technical documentation, FAQs, and step‑by‑step guides.

Support Operations Management

• Manage inbound ticket queues, phone call traffic, and live chat inquiries, ensuring SLA compliance.
• Own the customer‑facing knowledge base and help center, continuously updating content based on emerging trends.
• Identify recurring issues, analyze root causes, and propose process improvements to increase support scalability.

Customer Advocacy & Cross‑Functional Collaboration

• Act as the primary advocate for customers within arenaflex, gathering feedback and escalating critical problems to product, engineering, and sales teams.
• Collaborate closely with product managers to translate user insights into actionable roadmap items.
• Participate in regular cross‑departmental meetings to ensure a unified approach to solving client challenges.

Process Development & Continuous Improvement

• Design, document, and implement new support processes that enable the team to scale efficiently as arenaflex grows.
• Leverage data analytics to monitor support metrics (e.g., first‑response time, resolution time, CSAT) and drive performance enhancements.
• Contribute to the creation of internal SOPs, onboarding materials, and best‑practice playbooks for future support hires.

Essential Qualifications – What We Need From You

• Product Support Experience: Demonstrated success in troubleshooting, training, and technical documentation for SaaS or technology products.
• Customer‑Facing Background: Prior experience in B2B software support, technology sales, or a related client‑service role.
• Organizational Excellence: Exceptional attention to detail, ability to juggle multiple priorities, and proactive problem‑solving mindset.
• Communication Mastery: Strong written and verbal communication skills, with a talent for de‑escalating difficult situations.
• Ownership Mentality: Self‑motivated, high‑energy professional who thrives in a startup environment and takes pride in delivering results.
• Technical Acumen: Familiarity with support tools such as G‑Suite, Intercom, Salesforce, and JIRA is a plus.
• Analytical Skills: Ability to interpret support data, generate insights, and recommend actionable improvements.
• Startup Experience: Prior work at a high‑growth startup is highly valued, though not mandatory.

Preferred Qualifications – The Extra Edge

• Experience building or scaling a customer support function from the ground up.
• Background in the recycling, logistics, or manufacturing sectors, providing domain insight.
• Certifications in ITIL, Customer Success, or related service‑delivery frameworks.
• Proficiency with data visualization tools (e.g., Tableau, Looker) to present support metrics to leadership.

Core Skills & Competencies – What Will Make You Successful

• Empathy & Active Listening: Ability to understand customer pain points and respond with genuine care.
• Problem‑Solving: Creative, logical approach to diagnosing issues and delivering sustainable solutions.
• Time Management: Efficiently prioritize tickets, calls, and training sessions without compromising quality.
• Collaboration: Comfortable working across product, engineering, sales, and operations teams.
• Adaptability: Thrive in a fast‑changing environment where priorities shift daily.
• Tech Savvy: Quick learner of new software platforms, APIs, and integration concepts.

Career Growth & Learning Opportunities at arenaflex

arenaflex is committed to investing in its people. As a foundational member of the Customer Success team, you will have direct visibility to senior leadership and the chance to influence strategic decisions. Your career path could evolve into roles such as Senior Support Engineer, Customer Success Manager, Support Operations Lead, or even Product Management, depending on your interests and performance.

We provide a robust learning budget, access to industry conferences, and internal mentorship programs. You will work alongside seasoned engineers, product innovators, and sustainability experts, gaining a holistic view of how technology drives environmental impact.

Work Environment & Culture – What It’s Like to Be Part of arenaflex

Our culture blends the agility of a startup with the rigor of a high‑performing tech organization. We value transparency, continuous feedback, and a growth mindset. Whether you are in our New York office or working remotely, you will experience:

• Open‑door communication with founders and executives.
• Regular virtual “coffee chats” and team‑building activities to foster connection.
• A results‑oriented environment that rewards initiative and impact.
• Commitment to diversity, equity, and inclusion—arenaflex actively cultivates a workplace where every voice is heard.

Compensation, Perks & Benefits – What We Offer

• Competitive Salary: $60,000 – $70,000 USD, commensurate with experience and fit.
• Equity Participation: Stock options that align your success with the company’s growth.
• Unlimited Paid Time Off: Recharge whenever you need to maintain peak performance.
• Comprehensive Health Coverage: Medical, dental, and vision plans with a 90 % employer contribution for individual health insurance.
• Retirement Savings: 401(k) plan with company matching.
• Remote‑Friendly Flexibility: While New York is preferred, we support remote work arrangements.
• Professional Development: Access to online courses, certifications, and industry events.
• Collaborative Tools: State‑of‑the‑art collaboration suite (Slack, Zoom, Asana) to keep you connected.

How to Apply – Join arenaflex’s Mission‑Driven Team

If you are ready to make a tangible impact on the recycling ecosystem, love solving complex technical problems, and thrive in a high‑energy startup, we want to hear from you. Submit your resume, a brief cover letter highlighting your relevant experience, and any supporting documentation that showcases your problem‑solving abilities.

arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected characteristic.

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