Experienced Customer Experience Advocate – SMS Marketing and E-commerce Support Specialist

At arenaflex, we're on a mission to revolutionize the world of e-commerce by empowering brands to unlock the full potential of SMS marketing. As a trusted partner to over 18,000 Shopify and Shopify Plus stores, we're committed to delivering an exceptional customer experience that sets us apart from the rest. We're now seeking an experienced Customer Experience Advocate to join our team and help us achieve our vision.

About arenaflex

arenaflex is a leading provider of SMS marketing solutions for e-commerce brands. Founded in 2018, we've grown rapidly to become a 100% remote organization with over 250 employees. Backed by top investors like Greylock and Y Combinator, we're on a mission to make SMS the number-one revenue channel for e-commerce merchants. Our platform provides a comprehensive suite of tools for growing subscriber lists, developing and testing messaging strategies, delivering exceptional customer service, and driving sales and loyalty.

The Role

As a Customer Experience Advocate at arenaflex, you'll be the first point of contact for our customers, prospects, and partners. You'll play a critical role in representing our company and product, helping customers unlock the highest value from SMS marketing, and ensuring that our customers have an exceptional experience with our platform. You'll troubleshoot issues, recommend solutions, and guide users through features and functionalities via chat and email through our support platform, Zendesk.

Primary Duties

* Respond to customer, prospect, and partner needs quickly and effectively via chat and email

• Develop and maintain expert-level understanding of the arenaflex product, including larger e-commerce and marketing knowledge
• Be incredibly solutions-oriented and create "wow moments" for our customers
• Gather customer feedback and share it with our Product, Sales, and Marketing teams
• Follow up with customers to ensure their technical issues are resolved as needed
• Proactively inform customers about new features and functionalities in relevant interactions
• Consistently embody the arenaflex brand in all customer interactions

What We're Looking For

* 3+ years of experience as a customer support specialist or a similar customer success role

• Ability to work in East Coast hours
• Demonstrated understanding of technical products and a technical support process
• SaaS experience (ideally at a startup and/or hypergrowth company)
• Experience with e-commerce or marketing technology (SMS platforms or Twilio is a plus)
• Experience using helpdesk software and remote support tools (Zendesk, Intercom, and JIRA are a plus)
• Excellent communication and problem-solving skills, including excellent grammar
• Strong comfort with multitasking and managing competing priorities
• Experience in a remote-first role, including comfort on Zoom calls

What You'll Love About Us

* Hourly compensation range of USD $26-$33 plus equity (we do not have geo-based salaries)

• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Work from home (or wherever)
• Fun - We're passionate and enjoy what we do
• Competitive compensation and opportunity for equity
• Health, dental, vision insurance

Why Join arenaflex?

At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and supportive. We believe that everyone deserves an equal opportunity to grow and thrive, regardless of their background or identity. We're passionate about making a positive impact on our customers and the wider e-commerce community, and we're looking for talented individuals who share our vision.

How to Apply

If you're passionate about delivering exceptional customer experiences and want to join a high-growth startup that's changing the face of e-commerce, we'd love to hear from you! Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer. We welcome applications from talented individuals from all backgrounds and are committed to creating a workplace that's inclusive and supportive. Apply for this job