At arenaflex, we're passionate about helping our clients grow and have fun while doing so. As a global leader in Customer Service and Community Management, we power support for some of the world's biggest brands, charities, and government departments. Our goal is to continue transforming traditional contact centers into cloud-based community-led initiatives, leveraging the power of social media, live chat, and email to drive customer engagement.
We're seeking an experienced Online Community Manager and Customer Support Specialist to join our team in the United States. As a key member of our global support team, you'll be responsible for delivering exceptional online customer support and community management services to our clients.
**About arenaflex**
arenaflex is a fast-growing company with a simple aim: to help our clients grow and have fun while doing so. With over 10 years of experience, we've established ourselves as a global leader in Customer Service and Community Management. Our team is passionate about delivering human customer support built for the 21st century, available 24 hours, 365 days a year.
**The Role**
As an Online Community Manager and Customer Support Specialist, you'll primarily be supporting a global haircut brand with their online customer support. You'll be responsible for managing and responding to online customer service queries and inbound social media messages from our client accounts on a daily basis. You'll also be expected to effectively respond to all customer support and community management tickets, proactively escalating and spotting potential PR threats, and following support briefs.
**Key Responsibilities**
* Managing and responding to online customer service queries and inbound social media messages from our client accounts on a daily basis
* Effectively responding to all customer support and community management tickets
* Pro-actively escalating and spotting potential PR threats, and following support briefs
* Utilizing Zendesk, Gorgias, and Freshdesk (or similar software) to manage customer support tickets and social media messages
* Collaborating with our global support team to ensure seamless customer support and community management services
* Providing exceptional customer service and support to our clients, ensuring high levels of customer satisfaction and loyalty
**Essential Qualifications**
* Previous experience delivering online customer support and community management services
* Excellent written and verbal communication skills
* Some experience with phone support
* Superb time management and organizational skills
* High accuracy and attention to detail
* Ability to respond to customers in a timely manner
* Proficiency in using Slack, Google Suite, Microsoft Teams, and collaboration tools
* Passion for delivering excellent customer service
**Preferred Qualifications**
* Experience with copywriting and proofreading
* Familiarity with social media management tools and platforms
* Experience working in a remote or freelance capacity
* Certification in customer service or community management
**Skills and Competencies**
* Excellent communication and interpersonal skills
* Ability to work independently and as part of a global team
* Strong problem-solving and analytical skills
* Ability to adapt to changing priorities and deadlines
* High level of accuracy and attention to detail
* Proficiency in using collaboration tools and software
* Passion for delivering exceptional customer service and support
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their skills and careers. As an Online Community Manager and Customer Support Specialist, you'll have access to:
* Ongoing training and development opportunities
* Mentorship and coaching from experienced team members
* Opportunities for career advancement and professional growth
* Access to industry-leading software and tools
* Collaborative and dynamic work environment
**Work Environment and Company Culture**
arenaflex is a remote-friendly company, and this role will be entirely remote on an initial freelance contractual basis. You'll need access to a computer or laptop, compatible with the software we use, and a stable internet connection. Our team is passionate about delivering exceptional customer service and support, and we're committed to creating a positive and inclusive work environment.
**Compensation, Perks, and Benefits**
* Monthly invoice paid within 48 hours
* Standard hourly rate: from $14
* Fully remote working
* Opportunities for career advancement and professional growth
* Access to industry-leading software and tools
* Collaborative and dynamic work environment
**Schedule**
* 16-28 hours per week remote work from Monday to Sunday
* 8 hour shifts
* Day shift
* Monday to Friday
* Weekends as needed
**Application Question(s)**
* Are you based in the United States?
**Experience**
* Online customer support: 1 year (Required)
**Work Location**
* Remote
If you're passionate about delivering exceptional customer service and support, and you're looking for a challenging and rewarding role, we'd love to hear from you! Apply now to join our team as an Online Community Manager and Customer Support Specialist.
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