At arenaflex, we're revolutionizing the $300B global lottery market by modernizing it with a mobile platform that's convenient, fun, and responsible. Our mobile lottery app, Jackpocket, offers players a secure way to order official state lottery tickets, such as Powerball, Mega Millions, and more, via their smartphones. We're committed to providing an exceptional user experience and exceptional customer support to match.
We're seeking an experienced Customer Support Associate to join our team and serve as an expert resource for our end users. As a key member of our support team, you'll handle incoming inquiries and requests across multiple channels, ensuring that our customers receive outstanding support and have a positive experience with our platform.
**About arenaflex**
arenaflex is a leading innovator in the mobile lottery industry, dedicated to creating a more convenient, fun, and responsible way to play the lottery. Our mission is to provide a secure and enjoyable experience for our customers, while also promoting responsible gaming practices. We're a dynamic and fast-paced company that values innovation, teamwork, and customer satisfaction.
**Responsibilities**
As a Customer Support Associate at arenaflex, you'll be responsible for:
* Responding to all customer inquiries and support requests across multiple channels, including phone, voicemail, in-app and web messaging, email, and social media, to ensure that our customers' needs are met and issues are resolved.
* Managing ID verifications, ACH requests, chargebacks, and other day-to-day operational functions to ensure seamless customer experiences.
* Communicating with end users in a professional and courteous manner, using excellent verbal and written communication skills to resolve issues and provide support.
* Collaborating with internal functions and external third parties to resolve complex issues and ensure that our customers receive the best possible support.
* Continually building and maintaining expert-level product knowledge to provide accurate and up-to-date information to our customers.
**Qualifications**
To be successful in this role, you'll need:
* Prior B2C high-volume support experience, with a proven track record of providing exceptional customer support.
* Proficiency with customer support platforms such as Helpshift or Zendesk, with experience in managing multiple channels and resolving complex issues.
* Excellent communication skills, both verbal and written, with the ability to communicate effectively with customers and internal stakeholders.
* Bilingual proficiency in English and Spanish, with the ability to communicate with customers in their preferred language.
* Experience communicating with customers via social media, app store reviews, and other online channels.
* Familiarity with payment processing systems and dispute resolution, including ACH, credit cards, chargebacks, and other payment-related issues.
* Willingness and ability to work flexible and/or extended hours, including evenings and overnight shifts.
**Skills and Competencies**
To succeed in this role, you'll need:
* Excellent problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
* Strong communication and interpersonal skills, with the ability to work effectively with customers and internal stakeholders.
* Ability to work in a fast-paced environment, with multiple priorities and deadlines.
* Strong attention to detail, with the ability to accurately and efficiently manage multiple tasks and responsibilities.
* Ability to maintain confidentiality and handle sensitive customer information with discretion.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to providing opportunities for growth and development, including:
* Ongoing training and development programs to enhance your skills and knowledge.
* Opportunities for career advancement, with a clear path for progression within the company.
* Collaborative and dynamic work environment, with a focus on teamwork and innovation.
* Flexible work arrangements, including remote work options and flexible hours.
**Work Environment and Company Culture**
arenaflex is a remote-friendly company, with a flexible and dynamic work environment that values innovation, teamwork, and customer satisfaction. Our company culture is built on a foundation of:
* Collaboration and teamwork, with a focus on working together to achieve common goals.
* Innovation and creativity, with a commitment to staying ahead of the curve in the mobile lottery industry.
* Customer satisfaction, with a focus on providing exceptional support and experiences for our customers.
* Flexibility and work-life balance, with a commitment to supporting our employees' needs and well-being.
**Compensation and Benefits**
The starting rate for this role is $28 per hour, with opportunities for overtime and bonuses based on performance. arenaflex offers a comprehensive benefits package, including:
* Medical, dental, and vision insurance.
* 401(k) retirement plan with company match.
* Paid time off and holidays.
* Flexible work arrangements, including remote work options and flexible hours.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for providing exceptional support, 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!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer, committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, please contact [insert contact information].
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