Experienced Full Stack Customer Support Advocate – Championing Exceptional Experiences at arenaflex
At arenaflex, we're revolutionizing the way people experience short-term rentals, and we're looking for a talented and dedicated individual to join our team as a Staff Customer Support Advocate. As a champion of exceptional customer experiences, you'll play a critical role in shaping our support operations and driving significant organizational impact.
About arenaflex
arenaflex is a bold and innovative company that's not afraid to take on big challenges. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. Our customers love our product, and we're committed to rapidly helping them with their problems. We're a remote-only and fully distributed company, hiring based on timezones, not countries.
The Role
As the Staff Customer Support Advocate, you'll spend around 60-70% of your time in the queue, supporting our customers via email, live chat, and hopping on troubleshooting calls as needed. The remaining 30-40% of your time will be spent on leading projects that impact the overall customer experience, like improving customer-facing documentation, training our AI solution, or creating training materials for our team.
Key Responsibilities
• Provide expert frontline customer support, handling complex cases and serving as an example of customer service excellence.
- Investigate and troubleshoot challenging user issues with advanced technical knowledge.
- Answer questions throughout the entire user journey via live chat, email, and Zoom calls.
- Lead strategic projects that drive significant organizational impact.
- Work alongside one of our awesome Customer Support Advocates, Cameron, whose favorite fruit is apricot.
- Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders.
- Create comprehensive educational content (videos, documentation, quizzes) for customers and internally.
Schedule and Location
For this position, we're aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). The role will be reporting Sunday through Thursday. We're looking to recruit someone in a North American time zone (for example based anywhere in the USA).
Qualifications
If you're passionate about delivering exceptional customer experiences and have a proven track record of success in customer-facing roles, especially in SaaS, we want to hear from you. Here are the essential qualifications:
- Significant (7+ years) experience in customer-facing roles, especially in SaaS.
- Excellence (and a genuine fun!) in frontline customer support with consistent high performance.
- Advanced troubleshooting abilities for complex technical issues.
- Experience balancing daily support responsibilities with strategic initiatives.
- Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation.
- Experience mentoring team members and driving knowledge sharing, for example by running product trainings, shadowing sessions, peer reviews, or onboarding sessions.
- Very special kudos if you are an Airbnb host or have been working with a short-term rental business.
What We Offer
At arenaflex, we're committed to creating a supportive and caring team environment where you are trusted, not managed. Here are some of the benefits we offer:
- A supportive and caring team environment, where you are trusted, not managed.
- The gross salary for US employees could be anywhere between $81,787.68 to $102,521.90.
- We also offer an extra incentive into our equity with RSUs through our $HOST token (not tied to location or status).
- Up to 35 paid days off per year is encouraged (including self-serve public holidays), as well as sick leave and parental leave when needed.
- For US employees: healthcare (including EPO, PPO and HSA), 401(k).
- Mental-health and emotional support with therapists on call through Slack.
- Recognized on Inc.’s list of Best Workplaces for 2023.
How to Apply
If you're passionate about delivering exceptional customer experiences and want to join a bold and innovative company, apply now! We can't wait to hear from you. Apply to this job
About arenaflex
arenaflex is a remote-only and fully distributed company, hiring based on timezones, not countries. We're a team of innovators and problem-solvers who are passionate about delivering exceptional customer experiences. Our customers love our product, and we're committed to rapidly helping them with their problems.
Our Culture
At arenaflex, we believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We're a supportive and caring team environment, where you are trusted, not managed. We're always improving and creating an environment where we all love to work.
Our Benefits
We offer a range of benefits to our employees, including:
- A supportive and caring team environment, where you are trusted, not managed.
- The gross salary for US employees could be anywhere between $81,787.68 to $102,521.90.
- We also offer an extra incentive into our equity with RSUs through our $HOST token (not tied to location or status).
- Up to 35 paid days off per year is encouraged (including self-serve public holidays), as well as sick leave and parental leave when needed.
- For US employees: healthcare (including EPO, PPO and HSA), 401(k).
- Mental-health and emotional support with therapists on call through Slack.
- Recognized on Inc.’s list of Best Workplaces for 2023.
Our Team
Our team is made up of innovators and problem-solvers who are passionate about delivering exceptional customer experiences. We're a remote-only and fully distributed company, hiring based on timezones, not countries. We're a supportive and caring team environment, where you are trusted, not managed.
Our Product
Our product is designed to make short-term rentals easier and more enjoyable for our customers. We're constantly improving and iterating on our product to ensure that it meets the needs of our customers.
How to Apply
If you're passionate about delivering exceptional customer experiences and want to join a bold and innovative company, apply now! We can't wait to hear from you. Apply to this job Apply for this job