Job Description
- *Join arenaflex, a dynamic and mission-driven organization, as we strive to create joy in people's lives through our delectable and award-winning products, easy-to-use fundraising platform, and strong social mission.** At arenaflex, we're not just about creating a product; we're about creating a movement that empowers kids to pursue their dreams and brings all-ability fun to children with special needs and their families. As a Customer Support Specialist on our 2nd shift team, you'll play a vital role in delivering an exceptional customer experience that builds trust and brand loyalty. **About the Role:** As a Customer Support Specialist, you'll provide timely, accurate, and empathetic support to customers via email, chat, and phone, ensuring resolution of inquiries and issues related to orders, fundraising events, product information, and account management. This role requires a strong problem-solving and critical thinking ability, as well as excellent written and verbal communication skills. **Responsibilities:** • Respond to and resolve customer inquiries through email, chat, social, and phone within established SLAs. • Provide accurate and complete resolutions on the first attempt whenever possible. • Adapt communication tone to match customer sentiment, showing empathy and professionalism. • Troubleshoot order, account, and platform issues; escalate to appropriate teams when necessary. • Accurately categorize, tag, and document all tickets in the support system. • Follow established policies, templates, and best practices in every interaction. • Track recurring issues and escalate patterns to leadership for continuous improvement. • Participate in team meetings, training, and coaching sessions. • Contribute feedback to improve macros, knowledge base articles, and processes. • Support peak-season demand with occasional overtime if required. **Experience & Skills we Value:** • Excellent written and verbal communication skills. • Strong problem-solving and critical thinking abilities. • Ability to manage multiple tickets simultaneously and prioritize effectively. • Proficiency with customer support platforms (e.g., Kustomer, Zendesk, Freshdesk, or similar). • High emotional intelligence and adaptability in customer interactions. • Reliable internet connection • High School Diploma or GED equivalent • 1–2 years in customer support, call center, or help desk environment **Nice to Have and/or You'll Learn:** • Experience with eCommerce or fundraising platforms • Familiarity with shipping/logistics workflows • Familiarity handling and protecting sensitive user data such as payment information, EINs, SSNs, etc • Previous experience with automation or AI-driven support tools • 2+ years in remote customer support for eCommerce, SaaS, or retail **Equal Pay Disclosure:** At arenaflex, we're committed to creating a workplace where everyone feels valued and empowered to do their best work. We offer a competitive compensation and benefits plan, including: • Base Pay range for this position: $24 per hour plus $0.50 per hour shift premium for 2nd shift • Target Annual Bonus: 10% of base salary • Comprehensive benefits package, including medical, dental, and vision coverage • Immediate vesting in our 401k plan • Paid time off and company-paid leaves • Popcorn Allowance (yup, free popcorn!) **Work Environment and Company Culture:** As a remote Customer Support Specialist, you'll have the flexibility to work from the comfort of your own home. Our team is collaborative, supportive, and passionate about creating a positive impact in the world. We're committed to fostering a culture of inclusivity, diversity, and continuous learning. **How to Apply:** If you're a motivated and customer-focused individual who is passionate about creating joy in people's lives, we encourage you to apply for this exciting opportunity. Visit our website at [www.arenaflex.com/careers]( to learn more about our company culture and benefits. **Equal Opportunity Employer:** arenaflex is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability. The EEO is the law and is available here. Right to Work Statement (English and Spanish). Apply for this job