At arenaflex, we empower users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland, and a remote workforce. Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand.
**About arenaflex**
arenaflex is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit https://www.arenaflex.com/about/careers.
**Join Our Team**
We're looking for a talented and customer-focused individual to join our Customer Support team as a Customer Support Associate. This is a remote position that requires a dedicated home office setup with a reliable and stable Wi-Fi connection. You will be working closely with our customers to resolve issues with their account, providing exceptional customer service, and advocating for our brand.
**Responsibilities**
As a Customer Support Associate, you will be responsible for:
- Responding to customer-submitted live chats and email in a timely manner
- Queue-based, typing work will account for approximately 90% of the role
- Live Chat is our primary channel of support in this role
- Troubleshooting and guiding customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
- Independently meeting targets across Quality, Productivity, and Customer Satisfaction, in email and live chat
- Staying up to date on new product features and improvements
- Identifying isolated customer experiences and escalating important issues
**Requirements**
To be successful in this role, you will need:
- Open availability to work a 40-hour work week that spans weekends and holidays as our customers need us
- 1+ years of customer-facing experience required in a similar role (retail, hospitality, online support)
- Expertise with written communication and the ability to spot spelling and grammar errors
- Proficiency with decoding conversations, identifying the cause, and aligning on end goals
- Capability of prioritizing competing requests
- Familiarity with the arenaflex platform
- Consistent and dependable Wi-Fi and a personal workspace that allows you to be free from distraction and fully customer-focused
- Currently live in: Arizona, Idaho, Utah, New Mexico, Oregon, or Washington
**Benefits & Perks**
As an arenaflex employee, you will enjoy:
- A choice between medical plans with an option for 100% covered premiums
- Health Savings Account with arenaflex funding
- Fertility and adoption benefits
- Supplemental Insurance plans
- Headspace mindfulness app subscription
- Global Employee Assistance Program
- Retirement benefits with employer match
- Flexible paid time off
- 20 weeks for parental leave and up to 12 weeks to care for an ill family member
- $100 per month remote stipend
- Access to supplemental insurance plans for additional coverage
- Education reimbursement
- Employee donation match to community organizations
- 6 Global Employee Resource Groups (ERGs)
**Compensation**
The hourly rate for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), arenaflex employees are eligible to receive an incentive award as part of their total compensation.
**Career Growth Opportunities**
At arenaflex, we believe in investing in our employees' growth and development. As a Customer Support Associate, you will have opportunities to:
- Develop your skills and expertise in customer support and service
- Take on new challenges and responsibilities as you grow in your role
- Collaborate with cross-functional teams to drive business results
- Participate in training and development programs to enhance your skills and knowledge
**Work Environment & Company Culture**
arenaflex is committed to creating a diverse and inclusive work environment that values and celebrates individual differences. We believe in fostering a culture of collaboration, innovation, and continuous learning. As a remote employee, you will be part of a global team that is passionate about delivering exceptional customer experiences.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this role. Please submit your resume and a cover letter explaining why you are the ideal candidate for this position. We look forward to hearing from you!
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