Experienced Full Stack Customer Support Advocate – Remote Customer Experience Champion
At arenaflex, we're a bold and innovative company that's revolutionizing the way people experience short-term rentals. Our cutting-edge software and user-centric approach have made us a leader in the industry, and we're looking for a talented and passionate individual to join our team as a Staff Customer Support Advocate. As a remote-only and fully distributed company, we're committed to creating a work environment that's flexible, inclusive, and empowering. We believe in the value of team diversity and seek candidates from a wide range of backgrounds, experiences, and perspectives. If you're a customer-centric professional with a passion for delivering exceptional support experiences, we want to hear from you!
About arenaflex
arenaflex is a remote-only and fully distributed company that's dedicated to building software for short-term rentals. Our product is designed to make it easy for property owners to rent their spaces, and our customers love the experience we provide. We're a team of innovators, risk-takers, and problem-solvers who are passionate about creating a better way to experience short-term rentals.
Our Culture
At arenaflex, we're committed to creating a work environment that's supportive, inclusive, and empowering. We believe in the value of team diversity and seek candidates from a wide range of backgrounds, experiences, and perspectives. Our company culture is built on the following values:
- Customer-centricity: We're passionate about delivering exceptional support experiences that meet the needs of our customers.
- Innovation: We're always looking for new and better ways to solve problems and improve our product.
- Collaboration: We believe in the power of teamwork and collaboration to drive success.
- Diversity and inclusion: We're committed to creating a work environment that's inclusive and empowering for all team members.
The Role
As a Staff Customer Support Advocate, you'll be responsible for championing exceptional customer experiences while providing valuable insights that shape our support operations. 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 spent on 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
For this position, we're aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). This role will be Monday through Friday.
Requirements
* 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.
- Experience mentoring team members and driving knowledge sharing.
- Very special kudos if you are an Airbnb host or have been working with a short-term rental business.
Benefits
* 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.
Why Join arenaflex?
* Remote work: We're a remote-only and fully distributed company, which means you can work from anywhere and enjoy a better work-life balance.
- Flexible schedule: Our flexible schedule allows you to work at times that suit you best.
- Diverse and inclusive team: We're committed to creating a work environment that's inclusive and empowering for all team members.
- Opportunities for growth: We're a growing company with opportunities for career growth and professional development.
- Competitive compensation: We offer competitive salaries and benefits packages.
How to Apply
If you're a customer-centric professional with a passion for delivering exceptional support experiences, we want to hear from you! Please submit your application through our website, including your resume, cover letter, and any relevant work samples or references. We can't wait to hear from you! Apply for this job