At arenaflex, we're on a mission to revolutionize the healthcare industry by connecting healthcare professionals with facilities and enabling them to work on their own terms. As a fast-growing tech startup with a global, remote team, we're looking for a highly skilled and empathetic Chat Associate to join our Worker Operations Team. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you.
**About arenaflex**
arenaflex is a post-Series C, extremely fast-growing tech startup that's changing the game for healthcare talent. With classic two-sided network effects, we're creating a marketplace that connects healthcare facilities and professionals, allowing them to access on-demand shifts and talent. Our mission is to empower healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs. We've been featured on YC's Top Companies and have grown 20x+ since January 2021. Join our growing team and help us serve even more healthcare professionals and facilities, who can then better serve patients.
**Overview**
Our Chat Associates play a vital role in upholding safety and reliability for both sides of our marketplace. The ideal candidate will be able to balance risk mitigation and deliver exceptional customer experiences masterfully. They'll repeatedly ask "why" until they reach the root cause of issues and go the extra mile to solve our customers' problems. Curiosity, empathy, and strong communication skills are essential.
**Responsibilities**
As a Chat Associate on our Worker Operations Team, you'll be responsible for:
* Communicating with customers via telephone, live chat, and web communication channels to resolve their inquiries and issues
* Investigating attendance and quality incidents across our marketplace, using exceptional judgment and noticing to solve our customers' problems
* Communicating the resolution of your investigations to workers and workplaces with empathetic, customer-centered communication, justifying the reasoning behind your decisions to diverse stakeholders within the company
* Working efficiently and effectively to ensure customer inquiries are resolved fully and in a timely manner
* Developing reliability initiatives to improve the overall quality of the marketplace and experience for our customers, establishing policy improvements to accomplish this goal
* Collaborating with cross-functional teams, including customer support, general operations, product, customer success, and legal teams
* Managing and maintaining communication on multiple platforms to effectively solve issues for arenaflex's partner facilities and professionals
* Staying up-to-date on product updates to ensure you're acting with the most current organizational information
**Must-Haves**
To succeed in this role, you'll need:
* Proficiency in English (English is a first language)
* +2 years of customer support experience
* +2 years of providing telephonic customer support
* +2 years of experience with Zendesk or any CRM
* Ability to resolve customer issues with empathy and action
* Exceptional written and verbal communication skills
* Ability to work as part of multidisciplinary teams
* Comfortable handling ambiguous situations and adaptable to constant change
* Possess an "I can handle anything" mentality
* Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization
* Exceptionally detail-oriented
* Ethical and unbiased integrity and decision-making abilities
* A positive mindset that elevates the entire team
**System Requirements**
To ensure a seamless experience, you'll need:
* Minimum 15Mbps wired internet connection
* Minimum i5 processor or equivalent
* Minimum 12GB Ram
* Quiet working environment
* Steady power and internet connection
**What We Offer**
As a Chat Associate at arenaflex, you'll enjoy:
* A competitive salary and benefits package
* Opportunities for career growth and professional development
* A dynamic and inclusive work environment
* Flexible work arrangements, including remote work options
* Access to cutting-edge technology and tools
* A positive and supportive team culture
* Recognition and rewards for outstanding performance
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Apply now to join our growing team and help us revolutionize the healthcare industry.
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