Job Description
At arenaflex, we're revolutionizing the way brands personalize consumer engagement through our AI-powered mobile marketing platform. As a Customer Support Specialist, you'll be the face of our product experience, delivering outstanding support to our customers and helping to reduce friction in platform use. If you're a driven individual with a passion for customer success and a knack for troubleshooting complex technical issues, we want to hear from you. **About arenaflex** arenaflex is the leading mobile marketing platform that enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. With a top-rated customer success team recognized on G2, we partner with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson, arenaflex ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. Our growth has been recognized by Deloitte's Fast 500, LinkedIn's Top Startups, and Forbes Cloud 100, all thanks to the hard work from our global employees. We're a company that values innovation, teamwork, and customer success, and we're looking for like-minded individuals to join our team. **The Role** As a Customer Support Specialist, you'll be the first point of contact for our customers, troubleshooting and resolving technical issues, and providing fast and accurate resolutions. You'll interface directly with customers daily via email and live chat, become an expert on the arenaflex platform and the broader ecommerce industry, and work cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers. **Key Responsibilities** * Respond to arenaflex customer needs via email and live chat, owning that interaction from inception to resolution * Troubleshoot technical platform issues and advise customers on best-practices with the arenaflex platform * Act as the first line of defense for triaging and debugging platform health issues * Exceed customer expectations on response quality, timeliness, and overall customer experience * Continuously train to become an expert on the arenaflex platform, mobile marketing, and the ecommerce industry * Help translate customer feedback into specific product requirements **Your Expertise** * 1+ years of experience in customer support or a customer-facing technical role * Bachelor's degree (or equivalent experience) * Strong written and verbal communication skills; comfortable interfacing with customers daily over email and live chat * Technical curiosity with the ability to troubleshoot complex issues; familiarity with APIs or SQL is a plus * Prior experience with SaaS or ecommerce platforms preferred * Based in the eastern time zone, with availability for occasional on-call and rotating holiday coverage * Extremely detail-oriented, organized, and adaptable in fast-paced, evolving environments * Collaborative with the ability to work effectively across product, engineering, sales, and marketing teams * Comfortable quickly learning and mastering new tools and processes * Growth mindset with a strong interest in startups, software, and entrepreneurism **What We Offer** * Competitive perks and benefits, including health & wellness benefits and equity * Opportunity to work with a top-rated customer success team and contribute to the growth of a leading mobile marketing platform * Collaborative and dynamic work environment with a team of passionate and driven individuals * Professional development opportunities and training to help you grow in your career * Recognition and rewards for outstanding performance and contributions to the team **Compensation** * The US base salary range for this full-time position is $50,000 - $61,000 annually + equity + benefits * Equity is a substantial part of the total compensation package * Our salary ranges are determined by role, level, and location **arenaflex Company Values** * Default to Action - Move swiftly and with purpose * Be One Unstoppable Team - Rally as each other's champions * Champion the Customer - Our success is defined by our customers' success * Act Like an Owner - Take responsibility for arenaflex's success **Diversity, Equity, and Inclusion** At arenaflex, we know that our company's strength lies in the diversity of our employees. We're an Equal Opportunity Employer and welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive, and equitable workplace free from discrimination, harassment, and retaliation. arenaflex is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know. **How to Apply** If you're a motivated and customer-focused individual with a passion for technology and innovation, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Apply for this job