At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a key member of our team, you'll play a vital role in helping us scale to the next level by delivering exceptional customer experiences that drive loyalty and growth. If you're passionate about data-driven decision making, customer-centricity, and taking ownership of your work, we want to hear from you!
**About arenaflex**
arenaflex is a dynamic and innovative company that's changing the game in customer success and support. We're a fully remote team that's passionate about empowering our customers to achieve their goals. Our culture is built on a foundation of trust, accountability, and collaboration, and we're committed to creating a workplace that's inclusive, supportive, and fun.
**Your Day-to-Day**
As an Experienced Full Stack Customer Success Representative, you'll be responsible for a mix of proactive and reactive customer support, ensuring that our customers receive the best possible experience. Your day-to-day will involve:
* **Monitoring Real-Time Metrics**: Stay on top of key performance indicators (KPIs) to maintain healthy call center production and proactively address any signs of poor health.
* **Proactive Support**: Promptly answer inbound support emails and respond to customer inquiries and service requests in a professional and courteous manner.
* **Collaboration with Cross-Functional Teams**: Communicate with arenaflex Operations, Product departments, and BPO leads to solve issues related to the ordering platform or agent staffing, and escalate to arenaflex Account Management and Leadership as needed.
* **Onboarding New Customers**: Create accounts in arenaflex's database, verify telephony setup, and answer questions to ensure a smooth onboarding experience.
* **Knowledge Base Management**: Help maintain arenaflex's knowledge base for customers and assist in the creation of new Standard Operating Procedures (SOPs).
* **Ticket Tracking and Documentation**: Track and document all happenings in HubSpot, follow up on open tickets from earlier in the day/week, and ensure that all customer interactions are properly documented.
* **Order Recovery**: Contact Restaurant partner locations as needed to facilitate order recovery and resolve any issues that may arise.
**What's in it for YOU**
* **Flexible, Part-time Hours**: Enjoy the flexibility to work part-time hours with hourly pay, allowing you to balance your work and personal life.
* **Generous Stock Option Plan**: Take advantage of a generous stock option plan that rewards your hard work and dedication.
* **Unlimited PTO**: Enjoy unlimited paid time off to recharge and pursue your passions.
* **100% Remote Work**: Work from the comfort of your own home or office, with the flexibility to work from anywhere.
* **Career Growth Opportunities**: Accelerate your career by taking on new challenges and responsibilities, and developing your skills in a dynamic and supportive environment.
* **Ownership, Responsibility, and Empowerment**: Take ownership of your work, make decisions based on data, and enjoy the autonomy to make a real impact.
* **Incredible Teammates and Culture**: Join a team of passionate and caring individuals who are dedicated to making a difference in the lives of our customers.
**What sets you up for success**
* **3+ Years of Experience**: Bring 3+ years of experience in a data-heavy, technical-product-focused customer support/success role to the table, with a strong background in call center operations.
* **Flexible Availability**: Enjoy flexible availability and be open to working a variety of shifts, including evenings and weekends.
* **Metrics-Savvy and Proactive**: Demonstrate a strong understanding of metrics and data analysis, and be proactive in making decisions based on data to protect business stability and efficiency.
* **Accountable and Independent**: Show a high level of accountability and independence, with a strong ability to work self-directed and take pride in your work.
* **Tech Savvy**: Be computer-savvy and have experience with CRM/ticketing systems, with a strong ability to learn and adapt to new technologies.
**How to Apply**
If you're passionate about customer success, data-driven decision making, and taking ownership of your work, we want to hear from you! Apply now to join our team as an Experienced Full Stack Customer Success Representative and take the first step towards a rewarding and challenging career at arenaflex.