Experienced Customer Support Representative – Payment Processing and Merchant Services

At arenaflex, we're on a mission to drive the success of our partners by providing industry-leading customer support and technical expertise. As a Customer Support Representative, you'll play a critical role in ensuring that our customers receive timely and effective resolutions to their queries, empowering them to succeed in the ever-evolving payments landscape.

Why arenaflex?

arenaflex is a company that's relentless in its pursuit of helping others. We exist to drive the success of our partners, and we do this by fundamentally changing the way they transact with others. We just happen to make great payment systems. If you love helping others succeed, and you're passionate about perfecting your craft in a culture that celebrates innovation and collaboration, then consider partnering with us.

Location

arenaflex takes a Flex First approach to work environments, which means that our team members can choose to work from our Santa Barbara office or remotely from home. We ensure that everyone has the resources and equipment to work where they feel most productive, and we trust our teams to make the best decision for their work environment. All arenaflex employees must reside in one of the following states: CA, IL, TX, MN, CO, GA, NY.

Mission

Our Customer Support team's mission is to provide industry-leading customer service and technical support. We work as a team to empower our clients to succeed by providing them with the support and resources they need to take full advantage of our platform. We deliver prompt and accurate answers and solutions for our clients, and we work closely with all departments to provide effective solutions to any issues that arise.

Vision

arenaflex's Customer Support team provides award-winning customer service and technical support that achieves perennial success by focusing on the core values that shape the way we do business. We're committed to building long-term relationships with our partners, and we're passionate about making a positive impact on the payments industry.

Responsibilities

As a Customer Support Representative, you'll be responsible for:

• Responding to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs)
• Managing internal "Admin" tickets, addressing issues such as rejected transactions, fraud alerts, and maintenance errors
• Guiding new merchants through the onboarding process, providing clear instructions on how to use arenaflex and ensuring proper setup of partner software
• Accurately setting up new accounts, assessing for merges, additional TIDs, and configurations, while maintaining up-to-date records of customer interactions
• Ensuring that relevant teams are included in communications and that stakeholder requests are addressed promptly

Qualifications

To succeed in this role, you'll need:

• 2-3 years of experience in the payments industry, with a general understanding of merchant accounts and payment processing
• Demonstrated history of clear and effective verbal and written communication, with a customer-focused approach
• Familiarity with Zendesk or similar customer service platforms is a plus
• Familiarity with Salesforce is a plus
• Comfortable using technology, including computers, software programs, and mobile apps

About arenaflex

Founded in 2000 by three UCSB graduates, arenaflex has grown from a bootstrapped startup to a recognized and respected leader in the payments industry. We process more than $12 billion dollars annually for thousands of businesses with solutions that make it easy to accept credit and debit card payments in-store, online, and on-the-go. Our people-first culture values long-term relationships over short-term profits, and we foster a collaborative work environment where creative ideas are welcomed, teams are inspired, and success is celebrated.

Total Rewards Plan

arenaflex offers a comprehensive Total Rewards Plan that includes:

• Health, dental, and vision paid 100% by company for you and your dependents
• 401k with 6% match
• FSA and Dependent Care FSA
• Long-term & short-term disability coverage for you paid 100% by company
• 8 paid company holidays per year
• 2 paid floating holidays per year
• 1 paid volunteer day per year
• Paid Time Off
• Home office equipment stipend
• Annual Learning Stipend
• Quarterly “fun budgets” for team bonding events
• Opportunity to be part of a company that's changing a whole industry
• Opportunity for growth within the company
• Opportunity for remote, in-office, or hybrid work

Office Environment

arenaflex offers a unique office environment that includes:

• The opportunity to choose the work environment that best suits you - remote, in-office, or hybrid
• All remote & hybrid team members can enjoy:

+ Company-provided equipment for your home office + An equipment allowance for home office essentials + Free instructor-led yoga classes via Zoom

• Those who choose to come into the office can look forward to:

+ Bright and open offices in downtown Santa Barbara + Stocked snack kitchens + Collaborative work spaces with Herman Miller chairs, height-adjustable desks, and a large 32-inch monitors + Dog-friendly office

Company Values

arenaflex is guided by the following core values:

• Build the Dream
• Put People First
• Value Long Term Relationships Over Short Term Profit
• Make it Simple
• Be Data Driven
• Own It

Compensation

The hourly rate range for this Apply for this job