At arenaflex, we're revolutionizing the way people experience short-term rentals, and we're looking for a talented Customer Support Advocate to join our team. As a champion of exceptional customer experiences, you'll be at the forefront of delivering top-notch support to our customers, while also driving strategic initiatives that shape our support operations.
**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 any problems they may encounter. We're a remote-only and fully distributed company, hiring based on timezones, not countries.
**What You'll Be Working On**
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 troubleshooting calls as needed. The remaining 30-40% of your time will be dedicated to leading projects that impact the overall customer experience, such as 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 Timezone**
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 and Experience**
- 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.
**Why Join arenaflex?**
- 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 driving strategic initiatives, we want to hear from you!
**About arenaflex's Culture and Benefits**
At arenaflex, we're committed to creating an environment where our team members love to work. 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 company culture is built on trust, empathy, and a passion for innovation. We offer a range of benefits, including a supportive and caring team environment, competitive salary and equity incentives, and a comprehensive benefits package.
**arenaflex's Commitment to Diversity and Inclusion**
arenaflex is an equal opportunities employer and is committed to creating an inclusive and diverse workplace. We welcome applications from candidates from all backgrounds and are proud to be
