Experienced Customer Support Representative – Payment Processing and Merchant Services

Join arenaflex, a leading payment processing company, as a Customer Support Representative and be part of a dynamic team that is changing the way businesses accept payments. As a key member of our customer-facing team, you will be responsible for providing industry-leading customer support to our merchants, ensuring that all stakeholder requirements are met, and driving the success of our partners.

About arenaflex

arenaflex is a recognized and respected leader in the payments industry, processing over $12 billion dollars annually for thousands of businesses. Founded in 2000 by three UCSB graduates, arenaflex has grown from a bootstrapped startup to a company that values long-term relationships over short-term profits. Our people-first culture fosters a collaborative work environment where creative ideas are welcomed, teams are inspired, and success is celebrated.

Why Join arenaflex?

At arenaflex, we believe in helping others succeed. We exist to drive the success of our partners by fundamentally changing the way they transact with others. We make great payment systems, and if you love helping others succeed, consider partnering with us. Our culture celebrates perfecting your craft, and we offer a Total Rewards Plan that includes health, dental, and vision benefits, 401k with 6% match, FSA and Dependent Care FSA, long-term and short-term disability coverage, and more.

Responsibilities

As a Customer Support Representative at arenaflex, you will 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 be successful in this role, you will 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

Skills and Competencies

To succeed in this role, you will need:

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong problem-solving and analytical skills
• Ability to work collaboratively with cross-functional teams
• Strong customer service skills, with a focus on delivering exceptional customer experiences

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. As a Customer Support Representative, you will have opportunities to:

• Develop your skills and expertise in the payments industry
• Take on new challenges and responsibilities as you grow in your role
• Participate in training and development programs to enhance your skills and knowledge
• Collaborate with cross-functional teams to drive business results

Work Environment and Company Culture

arenaflex takes a Flex First approach to work environments, allowing you to choose the work environment that best suits you – remote, in-office, or hybrid. Our office in downtown Santa Barbara offers a bright and open space, stocked snack kitchens, collaborative work spaces, and a dog-friendly environment. We value long-term relationships over short-term profits, and our people-first culture fosters a collaborative work environment where creative ideas are welcomed, teams are inspired, and success is celebrated.

Compensation and Benefits

The hourly rate range for this role is $26-28/hr plus our Total Reward Benefit package. Actual hourly rate offered will vary depending on factors including but not limited to: education, experience, skills, and qualifications. Our Total Rewards Plan includes health, dental, and vision benefits, 401k with 6% match, FSA and Dependent Care FSA, long-term and short-term disability coverage, and more.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We strive to create a work environment where people from all backgrounds and identities thrive. We firmly believe that more diversity and inclusion in our workforce creates a stronger team, product, and culture.

How to Apply

If you are a motivated and customer-focused individual who is passionate about helping others succeed, apply now to join our team as a Customer Support Representative at arenaflex. Apply for this job