Experienced Customer Support Representative II – Global Operations and Customer Success
At arenaflex, we're on a mission to revolutionize the way property managers operate, communicate, and grow. As a leading SaaS company, we're dedicated to providing intuitive, powerful tools that enable property managers to efficiently manage their properties, improve tenant satisfaction, and drive growth. We're now seeking an experienced Customer Support Representative II to join our dynamic and innovative team.
About arenaflex
arenaflex is a high-growth, entrepreneurial company that's passionate about making a positive impact on people's lives. Founded in 2013, we've established ourselves as a leading provider of comprehensive CRM, operations, and maintenance workflow automation, and centralized communication platforms tailored specifically for the property management industry. Our team is composed of seasoned leaders from SaaS, property management, and real estate businesses with significant high-growth company experience.
Join the arenaflex Team
As a Customer Support Representative II at arenaflex, you'll become part of a supportive and collaborative work environment that fosters a culture of transparency and open communication. Our employees feel valued and empowered to contribute to the company's success. If you're driven by making a positive impact on people's lives and want to support our mission, we'd love to hear from you.
Role Summary
The mission of the Customer Support Representative II is to assist customers by providing advanced technical support on issues escalated by the Customer Support Representative I team. The focus is to troubleshoot and resolve complex issues to increase customers' interaction with the product to improve full adoption.
Key Responsibilities
* Assist customers by providing advanced technical support on issues escalated by the Customer Support Representative I team
- Troubleshoot and resolve complex issues to increase customers' interaction with the product to improve full adoption
- Respond to customer inquiries and own the outcome
- Handle an equal amount of work dispersed amongst the team, with a focus on autonomy and self-sufficiency
- Maintain high CSAT scores (96.0%)
- Cultivate strong and enduring relationships with clients across all levels through professional communication, fostering loyalty
- Demonstrate adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy
- Possess a deep understanding of arenaflex's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs
- Open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement
Perks and Benefits
* 8 Company Holidays + Week off at Christmas
- Unlimited PTO
- 1 Volunteer day with the organization of your choice
- Birthday lunch on us
- Monthly Healthcare Allowance
- Monthly WFH Allowance
- Yearly Vacation Allowance
- Fun and outcome-driven work environment with a smart, hard-working team
- Location independence
- Mission-driven company and values-based culture
Requirements
* Proficient in troubleshooting Tier 2 support issues and effectively communicating with technical teams
- Embrace learning new technology
- Learn fast
- Communicate crisply
- Proactively seek solutions
- Own the outcome
- Embody emotional maturity
- Bring an optimistic "can-do" attitude
- Supply your own internet and smartphone
- 2-5 years of experience
- Have B2B SaaS experience (preferred)
What We're Looking For
We're looking for a Customer Support Representative II who is passionate about delivering exceptional customer experiences, has a strong technical background, and is eager to learn and grow with our company. If you're a self-motivated, results-driven individual who is committed to making a positive impact on people's lives, we'd love to hear from you.
Application Process
If you're excited about the opportunity to join our team and make a difference in the lives of our customers, please submit your application. Selected candidates may have written assessments and multiple interviews with different people. We'll do whatever it takes to get the right person in the right seat.
Note
We're only accepting applications outside of the US that can work in North America time zones. We're committed to creating a diverse and inclusive work environment, and we welcome applications from candidates of all backgrounds.
Join the arenaflex Team
When the chips are down, and your back is against the wall, can we count on you to make the right call? At arenaflex, we call it "Owning The Outcome" – because it really is the whole game. If you can do that, then we're birds of the same feather. So come join our team, and we'll make music together. Apply for this job