Experienced Customer Support Analyst – Embedded Lending Network for Point-of-Sale Consumer Financing

At arenaflex, we're revolutionizing the way merchants and financial institutions provide consumer financing options to their customers. Our cutting-edge embedded lending network streamlines the distribution of credit into a single, secure, and reliable platform. As a talented and success-driven Customer Support Analyst, you'll play a vital role in helping us achieve our mission to become the next unicorn in the Fintech industry.

About arenaflex

arenaflex is a pioneering Fintech company that's changing the face of consumer financing. Our innovative platform empowers merchants to provide personalized financing choices to their customers, while our network of lenders and data-driven matching engine ensure a seamless and secure experience. With a passion for excellence and a commitment to innovation, we're building a team of talented professionals who share our vision for a brighter future in Fintech.

Responsibilities

As a Customer Support Analyst at arenaflex, you'll be responsible for delivering world-class support to our customers through email, chat, and virtual meetings. Your primary goal will be to ensure a seamless and positive experience for our customers, while also becoming a trusted subject matter expert on our products and services. Your key responsibilities will include:

• Delivering exceptional support to customers through multiple channels, including email, chat, and virtual meetings
• Becoming a subject matter expert on arenaflex's products and services, and finding strategic solutions for our customers to succeed
• Owning the entire ticket lifecycle, from initial inquiry to resolution
• Serving as the go-to resource for customer questions and platform issues, and being the first point of contact for our customers
• Conducting detailed investigations, taking clear and concise notes, and effectively communicating issues to other teams to facilitate accurate ticket diagnosis
• Building and maintaining strong relationships with technical teams to diagnose and resolve issues efficiently
• Reviewing recorded data from RESTful APIs logs to effectively troubleshoot issues
• Being comfortable asking probing questions and using Google Cloud Platform to diagnose technical bugs or error messages
• Clearly conveying information, actively listening, and engaging with others to minimize back-and-forth exchanges
• Taking initiative to determine next steps and approaching challenges with a solutions-focused mindset
• Identifying opportunities to enhance support processes and suggesting product improvements to prevent recurring issues
• Practicing strong team collaboration to contribute to shared goals
• Monitoring platform activity across different client accounts using Mixpanel, Power BI, and GCP to ensure proper functionality
• Assisting in updating and maintaining the CRM to ensure it accurately reflects the current work environment

Essential Qualifications

To succeed in this role, you'll need to possess the following essential qualifications:

• 1-3 years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
• Proven track record supporting customers & consumers on multiple channels (phone, email, chat)
• Bachelor's degree or relevant equivalent experience
• Passion for working closely with leading brands in eCommerce
• Demonstrated sense of urgency with intention to solve problems efficiently and effectively
• Strong analytical and problem-solving skills
• Strong written abilities to describe technical concepts and instructions, while establishing relationships
• Ability to explain technical issues to technical and non-technical employees and customers
• Proficient in reading and applying knowledge from documentation, as well as creating knowledge articles
• Interpersonal and communication skills that can be applied across audiences
• Ability to work in shifts (including a rotating night or weekend shift)

Preferred Qualifications

While not required, the following qualifications would be a plus:

• Experience with eCommerce platforms (Shopify, Magento, etc.)
• Experience with RESTful APIs
• Experience with analytical tools such as Mixpanel, PowerBI, FullStory
• Experience working with CRM such as Zendesk
• Technical background (academic or professional)

Work Environment and Company Culture

As a Customer Support Analyst at arenaflex, you'll be part of a dynamic and innovative team that's passionate about making a difference in the Fintech industry. Our company culture is built on a foundation of collaboration, creativity, and a commitment to excellence. We offer a fast-paced and challenging work environment that's perfect for professionals who are looking to grow and develop their skills.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:

• Regular training sessions and workshops to help you develop your skills and knowledge
• Opportunities to work on high-profile projects and contribute to the company's growth and success
• A dynamic and supportive team environment that encourages collaboration and innovation
• A competitive salary and benefits package that reflects your value to the company

Compensation, Perks, and Benefits

As a Customer Support Analyst at arenaflex, you'll receive a competitive salary and benefits package that includes:

• A salary range of $55,000-$75,000 per year
• Additional compensation in the form of bonuses and/or stock options
• A comprehensive benefits package that includes health insurance, dental insurance, and vision insurance
• A 401(k) retirement plan with company match
• Paid time off and holidays
• A dynamic and supportive team environment that encourages collaboration and innovation

How to Apply

If you're a talented and success-driven professional who's passionate about making a difference in the Fintech industry, we want to hear from you! To apply for this exciting opportunity, please submit your resume and a cover letter that outlines your qualifications and experience. We can't wait to hear from you!

Equal Employment Opportunities

arenaflex is an equal employment opportunity employer that prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, or disability status. We're committed to creating a diverse and inclusive work environment that reflects the values of our company.

NYC Posting

In accordance with New York City Local Law 32, the expected salary for this role is between $55,000-$75,000. This role may be eligible for additional compensation in the form of bonuses and/or stock options. All offers to candidates will be based on a variety of factors, including but not limited to a candidate's individual experience, skill set, background, and other business and organizational needs. Apply for this job