Job Description
At arenaflex, we're revolutionizing the way people experience short-term rentals, and we're looking for a talented and dedicated individual to join our team as a Staff Customer Support Advocate. As a champion of exceptional customer experiences, you'll play a critical role in shaping our support operations and driving significant organizational impact. **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 their problems. We're a remote-only and fully distributed company, hiring based on timezones, not countries. **The Role** 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 hopping on troubleshooting calls as needed. The remaining 30-40% of your time will be spent on leading projects that impact the overall customer experience, like 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 Location** 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** If you're passionate about delivering exceptional customer experiences and have a proven track record of success in customer-facing roles, especially in SaaS, we want to hear from you. Here are the essential qualifications: • 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. **What We Offer** At arenaflex, we're committed to creating a supportive and caring team environment where you are trusted, not managed. Here are some of the benefits we offer: • 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 want to join a bold and innovative company, apply now! We can't wait to hear from you. **About arenaflex** arenaflex is a remote-only and fully distributed company, hiring based on timezones, not countries. We're a team of innovators and problem-solvers who are passionate about delivering exceptional customer experiences. Our customers love our product, and we're committed to rapidly helping them with their problems. **Our Culture** At arenaflex, we believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We're a supportive and caring team environment, where you are trusted, not managed. We're always improving and creating an environment where we all love to work. **Our Benefits** We offer a range of benefits to our employees, including: • 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. **Our Team** Our team is made up of innovators and problem-solvers who are passionate about delivering exceptional customer experiences. We're a remote-only and fully distributed company, hiring based on timezones, not countries. We're a supportive and caring team environment, where you are trusted, not managed. **Our Product** Our product is designed to make short-term rentals easier and more enjoyable for our customers. We're constantly improving and iterating on our product to ensure that it meets the needs of our customers. **How to Apply** If you're passionate about delivering exceptional customer experiences and want to join a bold and innovative company, apply now! We can't wait to hear from you. Apply for this job