Experienced Chat Associate – Global Customer Support and Operations
At arenaflex, we're on a mission to revolutionize the healthcare industry by connecting healthcare professionals with top healthcare facilities through our innovative app-based marketplace. Our platform empowers healthcare professionals to work on their own terms, while enabling healthcare facilities to access the talent they need to deliver exceptional patient care. As a fast-growing tech startup with a global, remote team, we're seeking an experienced Chat Associate to join our Worker Operations Team and help us uphold safety and reliability for both sides of our marketplace.
About arenaflex
arenaflex is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We've been featured on YC's Top Companies and have grown 20x+ since January 2021. Our diverse and inclusive company culture values collaboration, innovation, and customer satisfaction above all else. We're proud to be a remote-first organization, operating 24/7 to serve our customers around the world.
Overview
As a Chat Associate on our Worker Operations Team, you'll play a vital role in ensuring the safety and reliability of our marketplace. You'll be the first point of contact for customers, handling their inquiries and resolving issues in a timely and empathetic manner. Your exceptional communication skills, curiosity, and problem-solving abilities will enable you to balance risk mitigation and deliver exceptional customer experiences.
Responsibilities
* Communicate with customers via telephone, live chat, and web communication channels to resolve their inquiries and issues
- Investigate attendance and quality incidents across our marketplace, using exceptional judgment and noticing to solve customer problems
- Communicate the resolution of your investigations to workers and workplaces with empathetic, customer-centered communication, justifying the reasoning behind your decisions to diverse stakeholders within the company
- Work efficiently and effectively to ensure customer inquiries are resolved fully and in a timely manner, developing reliability initiatives to improve the overall quality of the marketplace and experience for our customers
- Collaborate with cross-functional teams, including customer support, general operations, product, customer success, and legal teams, to ensure seamless communication and issue resolution
- Manage and maintain communication on multiple platforms to effectively solve issues for arenaflex's partner facilities and professionals
- Stay up-to-date on product updates to ensure you're acting with the most current organizational information
Must-Haves
* Proficiency in English (English is a first language)
- +2 years of customer support experience
- +2 years of providing telephonic customer support
- +2 years of Zendesk or any CRM experience
- Ability to resolve customer issues with empathy and action
- Exceptional written and verbal communication skills
- Ability to work as part of multidisciplinary teams
- Comfortable handling ambiguous situations and adaptable to constant change
- Possess an "I can handle anything" mentality
- Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization
- Exceptionally detail-oriented
- Ethical and unbiased integrity and decision-making abilities
- A positive mindset that elevates the entire team
System Requirements
* Minimum 15Mbps wired internet connection
- Minimum i5 processor or equivalent
- Minimum 12GB Ram
- Quiet working environment
- Steady power and internet connection
What We Offer
* Competitive compensation and benefits package
- Opportunity to work with a fast-growing tech startup in the healthcare industry
- Collaborative and inclusive company culture
- Remote work environment with flexible scheduling
- Professional development and growth opportunities
- Access to cutting-edge technology and tools
- Recognition and rewards for outstanding performance
How to Apply
If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our careers page. We can't wait to hear from you! Apply Job! Apply for this job