Job Description
At arenaflex, we're revolutionizing the way people experience short-term rentals, and we're looking for a talented Customer Support Advocate to join our team. As a champion of exceptional customer experiences, you'll be at the forefront of delivering top-notch support to our customers, while also driving strategic initiatives that shape our support operations. **About arenaflex** arenaflex is a bold and innovative company that's not afraid to take on big challenges. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. Our customers love our product, and we're committed to rapidly helping them with any problems they may encounter. We're a remote-only and fully distributed company, hiring based on timezones, not countries. **What You'll Be Working On** As the 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 as needed. The remaining 30-40% of your time will be dedicated to leading projects that impact the overall customer experience, such as improving customer-facing documentation, training our AI solution, or creating training materials for our team. **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 Timezone** 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. We're looking to recruit someone in a North American time zone (for example based anywhere in the USA). **Qualifications and Experience** * 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. **Why Join arenaflex?** * 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. * Recognized on Inc.’s list of Best Workplaces for 2023. **How to Apply** If you're passionate about delivering exceptional customer experiences and driving strategic initiatives, we want to hear from you! today and join our team of innovative and bold thinkers at arenaflex. **About arenaflex's Culture and Benefits** At arenaflex, we're committed to creating an environment where our team members love to work. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. Our company culture is built on trust, empathy, and a passion for innovation. We offer a range of benefits, including a supportive and caring team environment, competitive salary and equity incentives, and a comprehensive benefits package. **arenaflex's Commitment to Diversity and Inclusion** arenaflex is an equal opportunities employer and is committed to creating an inclusive and diverse workplace. We welcome applications from candidates from all backgrounds and are proud to be an employer of choice for people with disabilities. We're committed to providing a workplace that's free from harassment and discrimination, and where everyone feels valued and respected. **arenaflex's Commitment to Sustainability** arenaflex is committed to reducing its environmental impact and promoting sustainability in all aspects of our business. We're proud to be a remote-only and fully distributed company, which reduces our carbon footprint and promotes flexibility and work-life balance for our team members. We're also committed to sourcing our products and services from suppliers who share our values and commitment to sustainability. **arenaflex's Commitment to Community** arenaflex is committed to giving back to our community and promoting social responsibility in all aspects of our business. We're proud to be a recognized Best Workplace for 2023 and are committed to creating a workplace that's not only great for our team members, but also for the communities we serve. We're committed to promoting diversity, equity, and inclusion in all aspects of our business and to creating a workplace that's free from harassment and discrimination. Apply for this job