Experienced Full Stack Customer Support Advocate – Web & Cloud Application Development

At arenaflex, we're revolutionizing the way people experience short-term rentals. Our cutting-edge software empowers hosts to rent their properties directly to guests, streamlining the process and enhancing the overall user experience. We're a bold and ambitious team that thrives on taking on big challenges together. We believe in the power of diversity and are committed to creating an inclusive environment where everyone feels valued and empowered to contribute. As a Staff Customer Support Advocate at arenaflex, you'll play a vital role in championing exceptional customer experiences while driving strategic initiatives that shape our support operations. If you're passionate about delivering top-notch support, driving organizational impact, and collaborating with a talented team, we want to hear from you!

About arenaflex

arenaflex is a remote-only and fully distributed company that values flexibility and work-life balance. We're a team of innovators, thinkers, and doers who are passionate about creating a product that makes a real difference in people's lives. Our company culture is built on trust, empathy, and a shared commitment to excellence.

What You'll Be Working On

As a Staff Customer Support Advocate, you'll spend around 60-70% of your time in the queue, supporting our customers via email, live chat, and troubleshooting calls. The remaining 30-40% of your time will be dedicated to leading strategic projects that impact the overall customer experience. These projects may include:

• Improving customer-facing documentation
• Training our AI solution
• Creating training materials for our team
• Investigating and troubleshooting complex user issues
• Providing expert frontline customer support
• Serving as a Product Expert, providing insights and advice to Product Managers and other stakeholders
• Creating comprehensive educational content (videos, documentation, quizzes) for customers and internally

Key Responsibilities

* Provide expert frontline customer support, handling complex cases and serving as an example of customer service excellence

• Investigate and troubleshoot challenging user issues with advanced technical knowledge
• Answer questions throughout the entire user journey via live chat, email, and Zoom calls
• Lead strategic projects that drive significant organizational impact
• Work alongside one of our awesome Customer Support Advocates, Cameron, whose favorite fruit is apricot
• Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders
• Create comprehensive educational content (videos, documentation, quizzes) for customers and internally

Schedule and Time Zone

For this position, we're aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). The role will be reporting Sunday through Thursday.

Requirements

* Significant (7+ years) experience in customer-facing roles, especially in SaaS

• Excellence (and a genuine fun!) in frontline customer support with consistent high performance
• Advanced troubleshooting abilities for complex technical issues
• Experience balancing daily support responsibilities with strategic initiatives
• Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation
• Experience mentoring team members and driving knowledge sharing, for example by running product trainings, shadowing sessions, peer reviews, or onboarding sessions
• Very special kudos if you are an Airbnb host or have been working with a short-term rental business

Benefits

* A supportive and caring team environment, where you are trusted, not managed

• The gross salary for US employees could be anywhere between $81,787.68 to $102,521.90
• We also offer an extra incentive into our equity with RSUs through our $HOST token (not tied to location or status)
• Up to 35 paid days off per year is encouraged (including self-serve public holidays), as well as sick leave and parental leave when needed
• For US employees: healthcare (including EPO, PPO and HSA), 401(k)
• Mental-health and emotional support with therapists on call through Slack

Why Join arenaflex?

At arenaflex, we're not just building a product – we're creating a community. We're a team of passionate individuals who are committed to making a real difference in people's lives. If you're looking for a challenging and rewarding role that offers opportunities for growth and development, we want to hear from you!

How to Apply

If you're ready to join a dynamic and innovative team, click the link below to apply for the Staff Customer Support Advocate position: Apply to this job We can't wait to hear from you! Apply for this job