Experienced Customer Support Specialist – AI-Driven Planning & Pricing Solutions

At arenaflex, we're revolutionizing the retail, fashion, footwear, luxury, and consumer goods industries with cutting-edge PLM solutions. Our enterprise software applications empower businesses to manage, optimize, and execute their critical processes with ease. As a Customer Support Specialist, you'll be the primary point of contact for customers requiring assistance with our AI-driven Planning & Pricing SaaS platform. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you.

About arenaflex

arenaflex stands at the forefront of innovation, delivering cutting-edge PLM solutions tailored specifically for the retail, fashion, footwear, luxury, and consumer goods industries. Our enterprise software applications are designed to meet the unique challenges of the fast-moving consumer goods market, empowering businesses to manage, optimize, and execute their critical processes with ease. From concept to production, our software solutions streamline the journey of bringing products to life. We support our customers in effectively managing materials, sourcing, quality, and pricing, ensuring every step leads to a successful final catalog. With arenaflex, businesses can navigate the complexities of product development with confidence and agility.

Job Summary

We're seeking an experienced Customer Support Specialist to join our rapidly expanding Planning & Pricing Business Unit. As a key member of our team, you'll be responsible for providing exceptional customer support, troubleshooting issues, and ensuring a seamless customer experience. You'll work closely with technical teams to resolve complex problems while maintaining a customer-first approach.

About The Team

arenaflex is rapidly expanding into the fashion/sports, beauty, and home markets with industry-leading solutions in Product Lifecycle Management (PLM), Market Intelligence & Trends, and Planning & Pricing. Our Planning & Pricing Business Unit is a fast-paced, innovative team at the forefront of AI-driven pre- & in-season planning and pricing solutions. Our platform optimizes assortment planning, allocation & replenishment, and price optimization, ensuring customers maximize revenue and efficiency.

Responsibilities

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

Customer Support Operations

+ Respond promptly to customer inquiries via email, chat, or calls in a professional manner. + Offer clear, step-by-step solutions to common issues, ensuring customers feel informed and supported.

Issue Resolution

+ Troubleshoot software-related problems and escalate complex cases to specialized teams (Professional Services, Customer Success, Product Support, DevOps). + Monitor escalated tickets and follow up to guarantee timely resolutions.

Knowledge Sharing

+ Educate customers on product features, best practices, and workflows to enhance their experience. + Maintain and update the internal knowledge base and external help center documentation.

Customer Advocacy & Experience

+ Act as a customer advocate, communicating recurring issues and feedback to the Product and Customer Success teams. + Strive for exceptional service, aiming to exceed customer satisfaction (CSAT) and engagement metrics.

Performance & Metrics

+ Meet or exceed key performance indicators (KPIs), including: - Number of tickets created - First response time - Resolution time - Customer satisfaction (CSAT) scores

Requirements

To be successful in this role, you'll need:

Experience & Education

+ 2-4 years in customer support, service desk, or help desk roles, preferably within a SaaS or tech environment. + Bachelor’s degree in Computer Science, Business, IT, or a related field (or equivalent work experience).

Technical Proficiency

+ Strong problem-solving and technical aptitude, with the ability to learn new software quickly. + Ability to support and troubleshoot replenishment and pricing systems, preventing operational downtime. + Experience with Cloud Solutions, Data Integration, Business Intelligence, and Supply Chain processes is a plus. + Familiarity with customer support tools like Zendesk, Jira, Salesforce.

Process Optimization & SLA Management

+ Ability to monitor, improve, and manage SLA-driven processes, particularly in replenishment and pricing workflows.

Market Intelligence Integration

+ Understanding of data-driven insights and their role in optimizing pricing strategies.

Scalability Considerations

+ Ability to adapt as customer reliance on replenishment and pricing processes grows.

Soft Skills & Languages

+ Strong communication skills, with a patient and customer-focused approach. + Highly organized with great attention to detail. + Ability to work remotely and collaborate across teams. + Language skills: - English (Required) - German, Italian, French, or Spanish (Plus)

Programming & Software Skills

+ SQL (Required) + Python, JavaScript (Plus)

What We Offer

As a Customer Support Specialist at arenaflex, you'll enjoy:

• Competitive Salary: The US base salary range for this full-time position is $70,000.
• Opportunities for Growth: arenaflex is a rapidly expanding company with opportunities for career growth and professional development.
• Collaborative Work Environment: Our team is passionate about delivering exceptional customer experiences and working together to achieve our goals.
• Flexible Work Arrangements: We offer flexible work arrangements, including remote work options, to support your work-life balance.
• Comprehensive Benefits Package: arenaflex offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!

Equal Employment Opportunity

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