Job Description
At arenaflex, we're revolutionizing the way businesses manage their finances and payments globally. As a leading unified payments and financial platform, we empower over 150,000 businesses worldwide with fully integrated solutions to manage everything from business accounts, payments, spend management, and treasury to embedded finance at a global scale. Our team of over 1,700 innovators across 26 offices worldwide is passionate about building the future of global payments and financial services. We're proud to be valued at US$6.2 billion and backed by world-leading investors, including Visa, Airtree, Blackbird, Sequoia, DST Global, Greenoaks, Salesforce Ventures, Lone Pine, and Square Peg. If you're ready to do the most ambitious work of your career, join us at arenaflex. **About the Role** As an Experienced Customer Support Specialist, you'll be a key member of our customer support team, responsible for providing exceptional support to our customers through inbound service requests by phone calls and email escalations from our L1 support team. You'll use your technical expertise and passion for outstanding customer service to answer questions, troubleshoot issues, and find solutions that meet our customers' needs. **Responsibilities** - Respond to inbound payment queries, resolving account issues and educating customers on our range of products and features. - Take ownership of investigating customer payment/deposit issues and liaise with both internal and external teams for timely resolution. - Coordinate with back-office teams for transaction investigation, urgent payments, and incoming collections processing, etc. - Understand clients' business objectives/impact and apply your expertise to timely resolve issues and ensure customer success. - Meet our global customer support KPIs, including response SLAs and call answer rates. - Provide feedback to the L1 team and help build processes to improve overall E2E customer experience and business efficiency. - Industry and product-related continual learning. - Reconcile payments in our system. **What You Will Bring** - A minimum of 3 years of relevant experience in payment-related companies, financial services, or banking with customer service. - Strong written and verbal communication ability in English (Cantonese or Mandarin will be an added advantage). - Ability to engage a wide range of stakeholders. - Self-motivated and outcome-focused. - Ability to work autonomously yet collaboratively. - Experience in dealing with complex customer escalations. - Ability to multitask multiple systems, screens, and tasks during customer contacts. - Strong Microsoft Excel skills. - Bonus: Data analytics and SQL capability. **Why Join arenaflex?** - **Equal Opportunity Employer**: arenaflex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at arenaflex is considered based on merit, qualifications, competence, and talent. We don't regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. - **Career Growth Opportunities**: arenaflex offers a dynamic and supportive work environment that fosters career growth and development. Our team is passionate about innovation and excellence, and we encourage our employees to take ownership of their careers and pursue their passions. - **Learning and Development**: arenaflex invests in the growth and development of our employees through training programs, workshops, and conferences. We believe in continuous learning and encourage our employees to stay up-to-date with the latest industry trends and technologies. - **Work-Life Balance**: arenaflex values work-life balance and offers flexible working arrangements to ensure that our employees can maintain a healthy balance between their work and personal life. - **Compensation and Benefits**: arenaflex offers competitive compensation and benefits packages, including health insurance, retirement plans, and paid time off. **How to Apply** If you're a motivated and customer-focused individual with a passion for payments and financial services, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you! **Note**: arenaflex does not accept unsolicited resumes from search firms/recruiters. arenaflex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to arenaflex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. Apply for this job