Job Description
At arenaflex, we're revolutionizing the way digital product companies approach payment infrastructure. As a Senior Customer Support Specialist, you'll be at the forefront of delivering exceptional experiences for our growing base of software clients. If you're passionate about proactively solving problems, nurturing relationships, and empowering customers to succeed, we'd love to hear from you. **About arenaflex** arenaflex is a leading provider of payment infrastructure solutions for digital product companies. We're backed by top investors, including KKR, FTV Capital, Kindred, Notion, and 83North, and serve over 5000 software sellers in 245 territories globally. Our mission is to simplify payment fragmentation, making it faster, safer, and more cost-effective for our clients. **The Role** As a Senior Customer Support Specialist, you'll be part of a global team of experts who are dedicated to delivering exceptional customer experiences. You'll work closely with technology companies, offering top-notch support, cultivating strong customer satisfaction, and ensuring we deliver effective and supportive customer interactions. Your primary focus will be on resolving customer queries through various channels, including email, chat, and Twitter, while also driving our Product Feedback program to advocate for our software sellers and improve arenaflex. **Key Responsibilities** * Respond to and resolve customer queries through all our channels (including email, chat, and Twitter), empowering our customers to get the most out of arenaflex and grow their businesses * Drive our Product Feedback program to advocate for our software sellers and improve arenaflex by incorporating user feedback * Increase customer satisfaction and build loyalty by providing amazing, personal customer support * Help to develop our team and arenaflex through contributions to our Knowledge Bases, FAQs, Developer Documentation, and innovating on existing processes, as well as identifying inefficiencies in existing support workflows * Escalate critical support issues to the appropriate internal channels, and support system-wide status updates **Essential Qualifications** * 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product * Proficient English speaker * Basic knowledge of HTML, CSS, and JavaScript, and experience using browser developer tools to investigate issues with seller's implementations * Experience using and testing APIs, as well as giving customer support on API-related queries * Comfortable making basic SQL queries * Used to working remotely and highly organized in communicating with teams across different time zones (GMT, AEST, EST) * Enjoy interacting with and helping people, and seek to empower and educate our customers * Bring solutions to the table, not just problems * Share experiences and feedback with others to build skills * Continuously seek to improve, rather than settling for the current state * Comfortable communicating and discussing technical concepts with both technical and non-technical audiences * Investigative mindset and like to think out of the box **Preferred Qualifications** * Experience working for a B2B SaaS company, ideally offering customer support to other software companies * Thrive in a dynamic environment and can adapt to evolving priorities. We value agility and decisive action, even when not all variables are known **Why Join arenaflex?** * We're a diverse, growing group of arenaflexrs across the globe who pride ourselves on our transparent, collaborative, and respectful culture * We live and breathe our values, which are: + arenaflex for others + arenaflex together + arenaflex simply * We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare, and well-being initiatives * We're a 'digital-first' company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! * We offer unlimited holidays and enhanced parental leave * We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training **Everyone is Welcome at arenaflex** At arenaflex, we're committed to removing invisible barriers, both for our customers and within our own teams. We recognize and celebrate that every arenaflexr is unique, and we welcome every individual perspective. As an inclusive employer, we don't care if, or where, you studied, what you look like, or where you're from. We're more interested in your craft, curiosity, passion for learning, and what you'll add to our culture. We encourage you to apply even if you don't match every part of the job ad, especially if you're part of an underrepresented group. **Let's Grow Together** If you're passionate about delivering exceptional customer experiences and want to join a dynamic team that's changing the way digital product companies approach payment infrastructure, we'd love to hear from you. Apply now to become a part of the arenaflex team and let's grow together! Apply for this job