Experienced Live Chat Support Specialist – Delivering Exceptional Customer Experiences at arenaflex
At arenaflex, we're passionate about empowering creators to achieve their unique goals and succeed in their endeavors. Our Support Team is the driving force behind this vision, and we're now expanding our Live Chat Support capabilities to provide an even more personalized and tailored experience for our highest-value customers. As an arenaflex Live Chat Support Specialist, you'll be at the forefront of delivering exceptional customer experiences, working closely with our Thinkific Plus and Premium customers to help them extract the most value from our product and achieve business success.
About arenaflex
arenaflex is a leading online learning platform that enables creators to build and sell their own online courses. Our mission is to empower creators to succeed in their endeavors, and our Support Team is dedicated to providing the highest level of support to our customers. We're a team of passionate and empathetic individuals who are committed to delivering exceptional customer experiences.
Job Summary
We're seeking an experienced Live Chat Support Specialist to join our newly formed Live Chat Team. As a Live Chat Support Specialist, you'll be responsible for handling high-value support inquiries via live chat and email, providing priority-level support to our Thinkific Plus and Premium customers, and identifying opportunities to improve our operations, enablement, processes, and workflows. If you're a critical thinker with excellent communication skills, a passion for delivering exceptional customer experiences, and a willingness to learn and grow, we'd love to hear from you!
Key Responsibilities
As an arenaflex Live Chat Support Specialist, your key responsibilities will include:
- Handling high-value support inquiries via live chat and email, providing priority-level support to our Thinkific Plus and Premium customers
- Role modeling what it means to provide best-in-class experiences to our customers and our frontline Support team, living our support values every single day
- Working directly with our Thinkific Plus and Premium customers to provide support and help them extract the most value from our product
- Communicating primarily via Live Chat, with email follow-ups being standard
- Handling escalations and urgent chats as needed
- Identifying, reproducing, and documenting bugs for the Technical Support team
- Helping customers extract the most value from the product and achieve business success
- Utilizing opportunities for customers to adopt more products like our branded mobile app
- Moving customers to plans that are the best fit for them, in particular, our Plus plan
- Spotting potential churn risk and working with our teams internally to save the customer
- Identifying and actioning improvements to our operations, enablement, processes, and workflows to continually drive better experiences
- Providing feedback and suggestions on training and additional learning opportunities for your role
- Suggesting process and operations improvements based on frontline Champion questions and workflows
Essential Qualifications
To be successful in this role, you'll need:
- 2+ years of experience in an online customer-facing role (ideally in SaaS) where you've used your stellar verbal and written communication skills to explain technical problems succinctly and clearly articulate solutions to customers
- A high degree of emotional intelligence and the ability to successfully work with high-value and escalated customers
- Experience troubleshooting software-related issues across common browsers and being technically savvy
- A passion for learning and growing, with a willingness to continuously develop your skills and knowledge
- Excellent communication and problem-solving skills, with the ability to work independently and as part of a team
- A basic understanding of HTML/CSS (but any coding skills are valuable)
Preferred Qualifications
While not essential, the following qualifications would be a plus:
- Experience with domain hosting and setting up custom domains
- Familiarity with Asana, Slack, Google Drive, and/or TextExpander
- Familiarity with Stripe Payment processing or their customer support
- Experience with Zendesk and/or other ticketing and live chat systems
Work Environment and Company Culture
As an arenaflex Live Chat Support Specialist, you'll be working in a remote environment, with the flexibility to work from anywhere. You'll be part of a small team that's passionate about delivering exceptional customer experiences, and you'll have the opportunity to work closely with our Thinkific Plus and Premium customers to help them achieve their goals.
Compensation and Benefits
The recruitment compensation range for this position is $50,000 – $60,000 CAD. We offer a comprehensive benefits package, including medical and dental coverage, as well as a generous paid time off policy.
Diversity, Equity, Inclusion, and Belonging & Accessibility
At arenaflex, we're committed to creating a diverse, equitable, inclusive, and accessible work environment. We believe that everyone deserves to feel welcome and valued, and we're dedicated to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.
How to Apply
If you're a critical thinker with excellent communication skills, a passion for delivering exceptional customer experiences, and a willingness to learn and grow, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
Note
arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, equitable, and accessible for everyone. If you have any questions or concerns about the application process, please don't hesitate to reach out. Apply for this job