Rewritten Job Title:

Join arenaflex's Mission-Driven Team as a Customer Experience Specialist

At arenaflex, we're passionate about delivering exceptional customer experiences that make a meaningful impact on people's lives. As a fast-growing pet health company, we're looking for a talented Customer Experience Specialist to join our remote team. If you're a customer service expert with a passion for eCommerce and pet health, we want to hear from you.

About arenaflex

arenaflex is a leading pet health company that helps cats and dogs live healthier lives through microbiome testing and science-based supplements. Our customers are passionate pet parents who trust us to provide them with the best products and support. As a Customer Experience Specialist, you'll play a critical role in delivering an exceptional customer experience that exceeds our customers' expectations.

Position Summary

We're seeking a seasoned Customer Experience Specialist with a proven track record of supporting customers in direct-to-consumer (DTC) eCommerce environments. The ideal candidate has handled customer inquiries related to online orders, shipping issues, and product questions via phone, email, and chat. Experience with Shopify or similar eCommerce platforms is a significant plus.

Key Responsibilities

• Respond to customer inquiries by email, chat, and phone using Kustomer and Aircall
• Handle shipping problems including tracking, delays, lost packages, and customs
• Resolve issues related to returns, refunds, defective products, and order errors
• Support basic product guidance (non-medical) and direct complex questions appropriately
• File shipping claims with carriers (USPS, FedEx, UPS, DHL)
• Provide support for international shipping and customs clearance
• Identify patterns in customer issues and suggest process improvements

Minimum Requirements

• 2+ years of customer service experience in DTC or eCommerce (support center or contact center)
• Experience handling shipping issues and online order support
• Strong written and verbal communication skills
• Tech-savvy and organized, with strong multitasking abilities
• Comfortable using tools like Slack, Google Workspace, Shopify, and Apple devices
• High-speed internet and a quiet, dedicated home office

Preferred Qualifications

• Experience with Shopify, Kustomer, or Aircall
• Knowledge of international shipping and filing claims
• Pet care experience (pet parent, vet tech, shelter/rescue, etc.)
• Previous experience working in a remote position

Compensation Philosophy

Our compensation reflects skills, experience, education, and internal equity. Most new hires start between the minimum and midpoint of the salary range. We offer full benefits and a team culture rooted in transparency, respect, and collaboration.

Benefits

• Medical, Dental, and Vision insurance
• 401(k) with company match
• Life and Disability Insurance
• Paid Time Off and Sick Leave
• Fully remote work

Why Join arenaflex?

Make a meaningful impact on pet health

Be part of a mission-driven and collaborative remote team

Build valuable skills in logistics, compliance, and customer care

To Apply

Submit your resume and a short cover letter highlighting your eCommerce customer support and shipping experience. Applicants without relevant customer service experience will not be considered.

Application Question(s):

• What e-commerce and customer service platforms or tools have you used (e.g., Shopify, Kustomer, Aircall, Zendesk, Gorgias, etc.)?
• The hours for this position are 9-5:30 Pacific Time. Is this your ideal work schedule?
• Why are you interested in working with arenaflex and supporting pet parents?
• Please describe your experience supporting customers in a direct-to-consumer (DTC) eCommerce environment.

Education:

Bachelor's (Preferred)

Experience:

e-Commerce Customer Service: 2 years (Required)

Work Location:

Remote

Join our team and make a difference in the lives of pets and their owners. Apply now to become a Customer Experience Specialist at arenaflex!