Job Description
Join arenaflex, a leading London-based legal technology company, as they transform the way large U.S. law firms manage side letters and contract data with their proprietary AI tool, ProVision. As a Customer Support Executive, you will play a critical role in creating a human-centered support experience as the company continues to grow and expand its support operations to meet increasing demand from elite law firms. **About arenaflex** arenaflex is a forward-thinking company that values forward-thinking, reliability, and strong communication. Our mission is to provide exceptional support to our clients across global time zones, and we're looking for a talented individual to join our team. With a lean team of legal-tech experts, we're committed to building a collaborative, mission-driven work environment that fosters long-term team building. **Why Work with Us?** We're not just another recruiting firm – we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat. Our goal is to create a supportive and inclusive work environment that allows our team members to grow and thrive. **Key Responsibilities:** As a Customer Support Executive, you will be responsible for: * Responding to inbound Zendesk tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage) * Troubleshooting basic platform issues or user confusion, including document upload errors and account access * Referencing and interpreting the company's internal 100-page guidebook to deliver accurate and helpful support * Escalating complex issues internally and following through until resolved * Designing, drafting, and implementing SOPs for CSR workflows, ticket handling, escalation paths, and resolution standards * Tagging recurring issues for process improvements or documentation updates * Participating in QA/bug testing when new product iterations are released to flag potential customer-impacting issues before launch * Assisting with ad-hoc admin tasks, including guidebook updates, FAQ documentation, and internal support coordination **Immediate Tasks in the first 30 days:** * System Onboarding: Learn arenaflex' platform functionality, Zendesk workflows, and SOPs * Shadowing: Observe live support interactions to understand tone and troubleshooting expectations * Knowledge Base Deep Dive: Study the internal 100-page guidebook and documentation to build platform fluency * Communication Calibration: Align on tone, language, and etiquette when dealing with high-end legal clients * Test Tickets & Chat Drills: Practice responding to mock tickets and live scenarios directly with the founding team * Support Metrics & KPIs: Develop, define, and track relevant KPIs to monitor support performance and identify opportunities for improvement * Start live coverage by end of Week 1 (with oversight) **Requirements:** * Must-Haves: + Neutral English accent and exceptional written English + Prior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours + Tech-savvy with the ability to learn new platforms quickly and provide calm, precise responses + Strong attention to detail and comfort following particular procedures + Can work independently and reliably with little supervision during early morning hours * Nice-to-Haves: + Background in legal tech or B2B SaaS support + Experience handling Zendesk, Intercom, or similar ticketing/live chat platforms + Familiarity with SaaS onboarding flows and knowledge base creation + Prior exposure to U.S. professional services (especially law or finance) + Previous leadership or training experience, especially in mentoring CSRs or onboarding new team members **Benefits:** * Competitive Salary: To be discussed during the interview * Remote Work: Fully remote – work from anywhere * Generous PTO: Ample paid time off to rest and recharge * Direct Mentorship: Grow through guidance from international industry experts * Learning & Development: Ongoing access to resources for professional growth * Global Networking: Work and connect with professionals around the world * Work-Life Balance: Flexible hours that support a healthy work-life balance **Our Recruitment Process:** 1. Application 2. PreScreening 3. Skills Assessment 4. Top-grading Interview 5. Client Interview 6. Job Offer 7. Client Onboarding **** If you're a motivated and customer-focused individual looking for a challenging and rewarding role, today. Join arenaflex and be part of a team that's transforming the legal technology industry. Apply for this job