Job Description
- *Join arenaflex, a fast-growing, $3M seed-funded B2B SaaS startup revolutionizing the event planning industry.** Are you ready to transform the SaaS event industry and grow in your career? We're seeking a detail-oriented, people-first Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. As a Customer Support Specialist, you'll be a key touchpoint for both planners and hotels, helping troubleshoot issues and ensuring timely engagement from all parties. **About arenaflex** arenaflex is a fast-growing, $3M seed-funded B2B SaaS startup revolutionizing how event professionals source and book venues. Our platform streamlines and simplifies event booking management in real time for event planners, hospitality professionals, and DMOs. Our platform is also used by 150K+ hotels, including industry leaders such as Marriott, Hilton, and Hyatt. **Company Culture** We value accountability, an ownership mindset, and a data-driven approach. Our collaborative team where each person's contributions directly impact our success. We're scaling fast, and micromanagement doesn't exist. You'll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes. You'll work closely with our founders and C-Suite, allowing you to make a real difference and be part of strategic decisions. **Benefits** * Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental * Maternity Leave: Support for growing families * Future 401K Plan: Coming soon! * Quarterly Meetups: Connect and collaborate in person with the team * Remote work budget and opportunities for leadership advancement **Job Description** We seek a detail-oriented, people-first Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and proactive outreach to hotels that need to join the platform to respond to active RFPs. (Help onboard hotels onto the platform as well) **Responsibilities** * Hotel Onboarding & RFP Management: + Proactively reach out to hotels that need to join our platform to respond to planner RFPs + Follow a proven script and onboarding process, adapting when needed + Track and maintain consistent follow-ups with hotels + Maintain and update hotel contact information and associate hoteliers with their properties + Monitor RFP response rates and identify/prioritize overdue RFPs + Facilitate communication between hotels and planners * Customer Support: + Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone + Update and improve existing support content and macros to reflect product updates + Provide feedback to product and customer success teams to improve user experience * Help Center: + User Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content + Collaboration: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging **Qualifications** * 1-3+ years of experience in SaaS customer support in a startup environment or similar * Self-motivated with a track record of working well independently * Must be comfortable being on the phone with customers * Excellent communication skills, both written and verbal * Must be able to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule * Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment * Must be comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone) * Highly proactive beyond owning a customer support process - not an order taker * A clear, professional communicator, both written and verbal * Comfortable with learning and utilizing customer support tools, email, and chat messaging * Process-oriented yet adaptable in a fast-moving environment * Highly organized and proactive with strong follow-through * Experience or interest in the events/hospitality industry is a bonus **About arenaflex** arenaflex is more than just a SaaS company. We're a community of innovators, thinkers, and doers who are passionate about revolutionizing the event planning industry. We're committed to helping our customers succeed and grow, and we're looking for like-minded individuals to join our team. **Why arenaflex?** * Competitive salary range: $50K-$70K * Remote work opportunities * Career growth and advancement opportunities * Collaborative and dynamic work environment * Opportunities to work with a fast-growing, innovative company * Comprehensive benefits package **How to Apply** If you're a motivated and detail-oriented individual who is passionate about customer support and the events industry, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **Equal Opportunity Employer** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve. **SMS Communication Consent Disclaimer** By applying for this position, you agree to receive text message updates from arenaflex related to job opportunities. Standard message and data rates may apply, and messaging frequency varies. Text HELP for help and STOP to cancel. Learn more about our opt-in SMS Communication consent policy here: [insert link]. Apply for this job