Job Description
Join arenaflex, a rapidly growing B2B SaaS/Martketplace platform that connects brands with creators and influencers for impactful collaborations. As a Customer Support Analyst, you will play a vital role in providing exceptional support to content creators from the US, Canada, EUR, and UK in our platform, working closely with our Creators Growth Team. This is an exciting opportunity to make a meaningful impact in the creators economy and become a first-choice creator content & ad platform for e-commerce. **About arenaflex** arenaflex is a dynamic and innovative company that is revolutionizing the way brands and creators collaborate. Our platform provides a seamless experience for creators to manage their content, engage with brands, and monetize their influence. We are committed to delivering exceptional customer support and ensuring that our creators have the best possible experience on our platform. **Job Summary** We are seeking an experienced Customer Support Analyst to join our Creators Growth Team. As a Customer Support Analyst, you will be responsible for providing timely and effective support to content creators, resolving issues, and improving the overall customer experience. You will work closely with our team to identify areas for improvement and implement solutions to enhance the efficiency of our support processes. **Responsibilities** As a Customer Support Analyst, your key responsibilities will include: * Resolving content creators' issues and emails, providing answers to typical questions, diagnosing issues, and solving typical issues with admin tools * Creating tech tickets in case creator issues couldn’t be solved by the creator or yourself, tracking resolution, and notifying creators when the issue is solved * Defining and optimizing the structure of support ticket classification tags to create transparency of support volumes * Tracking and owning customer support efficiency metrics (volume of requests per creator, response time, resolution time, volume of requests per category) * Providing feedback and insights for other teams into product and process inefficiencies generating support requests and creators dissatisfaction * Building a library of typical answers for support requests and automating support communications where possible using Intercom tools * Being the owner of the FAQ for UGC creators & Influencers: constantly reviewing and updating its structure & contents, tracking its usage and efficiency in self-resolution of issues * Regularly checking the status of ongoing platform transactions * Sending follow-up emails to unresponsive content creators * Tracking content creators with a massive amount of unresponsive transactions and DMing them in social media * Applying consequences based on arenaflex quality policies to unresponsive, rude, or unprofessional content creators (hide/unhide/suspend accounts) * Managing (approving/refusing/escalating) transaction “decline requests” from brands and content creators * Resolving issues spotted from the transaction status checking process * Coordinating tasks for the Customer Success team (follow-up with unresponsive brands, deals to close) * Supporting management in AppStore and Google Play (answering to reviews) * Contributing to team brainstorms and planning sessions, generating insights about the overall efficiency of the processes, and proposing your improvement ideas **Requirements** To be successful in this role, you will need: * 2-3 years of previous experience in a customer support role * Excellent written, verbal communication skills (English proficiency level C1) * Experience using tech startup tools like Google spreadsheets, Slack, G-Suite * Strong analytical and problem-solving skills * Customer orientation and ability to step into customers' shoes * Proactive and self-starting attitude, ready to work in a dynamic startup environment * Strong organizational and planning skills * Ability to deal with a high volume of tickets / tasks * Ability to work independently * Experience of working with content creators / influencers is a plus * Experience of working with Hubspot is a plus **What We Offer** As a Customer Support Analyst at arenaflex, you will enjoy: * Forever remote role * Work from anywhere * Salary in USD commensurate with your experience and location * +15 days off + US holidays * International exposure to global clients and employees **How to Apply** If you are a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will be in touch to discuss your qualifications further. **About arenaflex** arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide a work environment that is free from harassment and discrimination. **Contact Us** If you have any questions or would like to learn more about this opportunity, please do not hesitate to contact us. We look forward to hearing from you! About arenaflex arenaflex is a rapidly growing B2B SaaS/Martketplace platform that connects brands with creators and influencers for impactful collaborations. Our platform provides a seamless experience for creators to manage their content, engage with brands, and monetize their influence. Our Mission Our mission is to revolutionize the way brands and creators collaborate, providing a platform that is easy to use, efficient, and effective. We are committed to delivering exceptional customer support and ensuring that our creators have the best possible experience on our platform. Our Values We value innovation, creativity, and collaboration. We believe in empowering our employees to take ownership of their work and to make a meaningful impact in the creators economy. We are committed to delivering exceptional results and to exceeding our customers' expectations. Our Team Our team is comprised of talented and motivated individuals who are passionate about delivering exceptional support and creating a seamless experience for our creators. We are a dynamic and innovative company that is constantly evolving and improving our processes and services. Why Join arenaflex? Joining arenaflex offers a unique opportunity to be part of a rapidly growing company that is revolutionizing the way brands and creators collaborate. You will have the chance to work with a talented team of individuals who are passionate about delivering exceptional support and creating a seamless experience for our creators. What We Offer We offer a competitive salary, comprehensive benefits package, and opportunities for career growth and development. We are committed to providing a work environment that is inclusive and respectful of all employees, and we strive to provide a work environment that is free from harassment and discrimination. How to Apply If you are a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will be in touch to discuss your qualifications further. Contact Us If you have any questions or would like to learn more about this opportunity, please do not hesitate to contact us. We look forward to hearing from you! Apply for this job