Job Description
At arenaflex, we're a team of passionate professionals who take ownership and make an impact by operating with the mindset, integrity, and courage of a small business owner. We're excited to join forces with experienced customer support specialists who share our vision of empowering small businesses and non-profits to succeed through our digital marketing product suite. If you're driven by purpose, excited to support small businesses, and experienced in delivering impactful customer support, we'd love to hear from you. **About arenaflex** arenaflex is a leading provider of digital marketing solutions for small businesses and non-profits. Our mission is to empower our customers to achieve their goals through innovative products, exceptional service, and a customer-first approach. We're proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees. **Job Summary** As a Customer Support Specialist I at arenaflex, you will play a critical role in delivering world-class service, providing guidance, and helping small businesses and non-profits maximize the value of our digital marketing product suite. This is a 100% remote position with an hourly rate beginning at $19/hr, with performance-based increases available within the first year. A 90-day attendance policy applies from your start date. **Key Responsibilities** * Deliver Exceptional Service: Handle inbound customer interactions via phone with professionalism, clarity, and empathy. * Technical and Account Troubleshooting: Use available tools (e.g., Salesforce, Five9) to diagnose and resolve issues efficiently. * Customer Retention: Apply preventative retention techniques by understanding root causes and offering appropriate resolutions. * Product Guidance: Educate users on product functionality, marketing best practices, and help center tools to support long-term success. * Escalation Management: Identify critical issues requiring escalation and work cross-functionally to resolve them swiftly. * Documentation: Accurately document all customer interactions and actions taken in Salesforce. * Remote Work Protocol: Adhere to a consistent work schedule including two 15-minute breaks and one 30-minute lunch. * Team Collaboration: Actively participate in team communication via Slack and internal tools to ensure visibility and alignment. **What We’re Looking For** * Call Center Experience: Minimum of 2+ years in a call center environment; SaaS, subscription-based, or tech support experience preferred. * KPI Familiarity: Comfortable working in a performance-based environment, familiar with metrics such as AHT, CSAT, QA, and FCR. * Tech Proficiency: Experience with Salesforce, Five9, and general troubleshooting of online tools or platforms. * Social Media Savvy: Familiarity with social media platforms and how they can relate to small business marketing. * Customer De-Escalation Skills: Proven success in handling challenging conversations with empathy and professionalism. * Remote Readiness: Must have stable internet and a quiet, distraction-free workspace to ensure optimal performance. * Customer-First Mentality: Deep commitment to solving customer issues with empathy, urgency, and care. * Retention-Focused: Ability to understand customer needs and proactively provide solutions that build loyalty. **Preferred Attributes** * Passion for helping small businesses grow. * Strong communication and active listening skills. * Ability to remain organized and focused while multitasking. * Self-starter who thrives in a remote environment with minimal supervision. * Adaptable to change and eager to learn in a fast-paced setting. **Why You’ll Love Us** * We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. * Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. * You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities, and professional development opportunities. * A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family. **Work Environment and Culture** arenaflex is a hybrid workforce that combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues. We're proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. **Compensation and Benefits** The compensation package includes an hourly rate beginning at $19/hr, with performance-based increases available within the first year. A 90-day attendance policy applies from your start date. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. **How to Apply** If you're driven by purpose, excited to support small businesses, and experienced in delivering impactful customer support, we'd love to hear from you. Please submit your application through our career site. We may fill this job opening prior to the deadline if a candidate is selected by us. **Equal Opportunity Employer** arenaflex is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status, or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected]. Apply for this job