Experienced Customer Experience Support Specialist – Off Hours

At arenaflex, we're revolutionizing the way people interact with our innovative products and services. As a Customer Experience Support Specialist – Off Hours, you'll play a vital role in delivering exceptional support to our members, ensuring their needs are met, and exceeding their expectations. If you're passionate about providing top-notch customer service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!

Job Summary:

As a Customer Experience Support Specialist – Off Hours, you'll be responsible for providing comprehensive support to our members within the arenaflex Rewards platform. You'll be the first point of contact for members, handling a wide range of inquiries, from payment and loyalty issues to general questions about our products and services. Your exceptional communication skills, attention to detail, and ability to think critically will enable you to resolve complex issues efficiently and effectively.

Key Responsibilities:

• Provide comprehensive support to arenaflex members, addressing their concerns and resolving issues in a timely and professional manner.

• Triage incoming tickets, identifying emerging trends and escalating them to relevant internal departments for resolution.
• Document necessary information and escalate ongoing patterns internally to ensure seamless issue resolution.
• Collaborate closely with internal teams and our Business Process Outsourcing (BPO) team to address and resolve member issues effectively.
• Develop a deep understanding of arenaflex's products, features, and services to provide accurate and helpful information.
• Stay updated on new product releases and enhancements to effectively communicate benefits to members as the company scales.
• Stay organized and patient while understanding the specifics of each member's needs and the unique nuances of each partner's business operations.
• Adapt to diverse business models and tailor your support to meet individual member needs.
• Provide exceptional customer service, even when handling complex inquiries.

Qualifications:

• 2-4 years of professional experience in a support or operations-type role.

• Extremely organized with strong written and verbal skills.
• A team player who's able to learn new platforms quickly and is patient and adaptable in a fast-paced environment.
• Driven to take on new responsibilities, with an ability to stay focused on assigned tasks.
• Strong attention to detail with the intelligence to use critical thinking for solutions.
• Flexibility – We're disrupting an industry, so changes to traditional processes should be expected.
• Ability to deal with extremely confidential and sensitive information.
• BONUS POINTS: Zendesk experience (admin preferred) and Rewards knowledge.

Benefits:

• Compensation – We offer a competitive salary with a meaningful stake in the company via equity and our performance bonus program.

• Health insurance for you (& your loved ones) from day one – Enjoy a One Medical Membership, wellness stipends, family programs, and more, on us. We've got you and your family covered from day one.
• 401k plan with a match – Retirement may feel more like a pipe dream than a reality, but we're here to help you get there.
• Commuter FSAs – We believe the best ideas come from being together in one place. We just don't think getting there should be so expensive.
• UNLIMITED PTO – Because we believe that working hard shouldn't mean always working. Take time for you as often as you need it.
• Exclusive Employee-only arenaflex Points – We give our employees unique opportunities to earn points throughout their time at arenaflex.

Compensation and Equity:

At arenaflex, we believe in transparency and fairness. Our salary ranges are designed to attract top talent while ensuring that our employees are fairly compensated for their skills and experience. The salary range for a Customer Experience Team Member is $65,000 - $75,000, and you'll be eligible for equity and an annual performance-based bonus.

Career Growth Opportunities:

We're committed to helping our employees grow and develop their careers. As a Customer Experience Support Specialist – Off Hours, you'll have the opportunity to take on new responsibilities, learn from experienced colleagues, and contribute to the success of our company. Our leveling system is designed to recognize and reward individual performance and contributions, ensuring that you'll have the chance to grow your salary over time.

Work Environment and Company Culture:

At arenaflex, we value transparency, collaboration, and innovation. Our office is a vibrant and dynamic space where employees can share ideas, learn from each other, and work together to achieve our goals. We believe in creating a work environment that's inclusive, supportive, and fun, where everyone feels valued and empowered to succeed.

How to Apply:

If you're passionate about delivering exceptional customer service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you! Apply now to join our team and be part of a company that's revolutionizing the way people interact with our innovative products and services. Apply to this job Apply for this job