Experienced Customer Support Representative – Small Business Website Solutions

At arenaflex, we're passionate about empowering small businesses to succeed online. As a Customer Support Representative, you'll be the face of our company, helping entrepreneurs and small business owners overcome technical challenges and achieve their goals. If you're a problem-solver with a knack for explaining complex concepts in simple terms, we'd love to have you join our team!

About arenaflex

arenaflex is a U.S.-based early-stage software company that's reimagining the way small businesses market themselves online – starting with their websites. Our all-remote workforce is dedicated to delivering exceptional customer experiences, and we're looking for talented individuals like you to help us achieve our mission.

The Role

As a Customer Support Representative, you'll be the first point of contact for arenaflex's small-business customers, helping them resolve issues, get answers, and achieve their goals. This role requires balancing multiple customer tickets and phone calls daily, prioritizing tasks based on urgency and impact. Whether it's answering billing questions, troubleshooting, or patiently walking someone through website updates, your goal is to deliver friendly, knowledgeable, responsive, and efficient support.

Responsibilities

* Respond to customer questions quickly, accurately, and professionally via email, phone (voice and text), and arenaflex's ticketing system.

• Understand customer needs and determine whether their requests can be handled by them, you, or an arenaflex team member. Appropriately complete or transfer the work.
• Become familiar with arenaflex's Knowledge Base articles, blog posts, workshops, and other resources, so you can direct customers to resources that will help them.
• Contribute to the library of Knowledge Base articles and videos that guide customers on the most common questions they ask.
• Identify and report outages, bugs, and feature requests to ensure the continual improvement of arenaflex's software.
• Learn how to use arenaflex's website-building software, as well as the marketing and design best practices we follow to serve customers.
• Set up and hold video working sessions with customers in order to assist them.
• Train customers on how to use the arenaflex Editor to make their own website changes.

Requirements

* 1+ years of experience in a call center OR 3+ years in a customer service or customer-facing position

• Native or fluent in English
• Passion for solving problems and helping people
• Self-reliant, resourceful, and motivated
• Strong ability to prioritize tasks
• Comfortable working with customers who may have limited technical skills
• Excellent communication skills (written and verbal) with a knack for explaining technical concepts in simple terms
• Exceptional service orientation
• Very comfortable with technology
• Quick learner, coachable, curious
• Patient, flexible, and conscientious
• Highly organized with great attention to detail and follow through

Preferred Qualifications

* Call-center experience

• Experience working in or with small businesses
• Experience working with websites, website-building tools, or website technology
• Marketing experience
• SEO experience
• An understanding of how a range of small businesses make money, such as: professional services providers; home and building contractors; and Main-Street-style small businesses
• Bi-lingual (English and Spanish)

What We Offer

* Full-time position with a competitive salary of $48,000

• Flexible schedule with limited travel
• Remote work opportunities from Colorado, Hawaii, or Michigan
• Comprehensive benefits package, including:

+ 401(k) + Dental insurance + Flexible schedule + Paid time off + Parental leave + Vision insurance + Work from home

• Opportunity to work with a female-founded business that values diversity and is an equal opportunity employer

Why Join arenaflex?

* Be part of a dynamic and growing company that's making a real impact on small businesses

• Work with a talented team of professionals who are passionate about delivering exceptional customer experiences
• Enjoy a flexible schedule and remote work opportunities
• Develop your skills and expertise in a fast-paced and ever-changing industry
• Be part of a company that values diversity, inclusion, and equal opportunities

How to Apply

If you're a motivated and customer-focused individual who is passionate about helping small businesses succeed online, we'd love to hear from you! Please submit your application, including your resume and a cover letter that explains why you're a great fit for arenaflex and this role. Apply Now!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job