Client Success & Sales Executive - Online English Learning Programs (US-Based)
About arenaflex
At arenaflex, we believe in the transformative power of language and education to connect people across borders and build understanding between communities worldwide. Our mission is to support peace and prosperity by creating meaningful connections, fostering mutual understanding, and empowering individuals to reach their full potential through learning opportunities that transcend geographical boundaries.
As a global leader in international education and cultural exchange, arenaflex operates in over 200 countries and territories, with a physical presence in more than 100 nations. In recent years, we have reached hundreds of millions of people through our diverse programs and initiatives. We are proud to work directly with individuals to help them gain the skills, confidence, and networks they need to transform their lives and contribute to a better world. Whether it's learning English, accessing high-quality education, or gaining internationally recognized qualifications, arenaflex is committed to opening doors of opportunity for learners everywhere.
Our English Online program represents the pinnacle of our digital education offeringsāa bespoke, 100% online English language course designed for adult learners worldwide. This innovative program enables customers to learn from anywhere in the world, putting them in control of their educational journey through a seamless self-serve experience. At the heart of this experience is our dedicated support team, ensuring that every learner has access to the guidance and assistance they need to succeed.
Purpose of the Role
The Sales and Customer Experience Executive at arenaflex plays a pivotal role in delivering exceptional customer service while supporting the commercial success of our English Online program. This position serves as the primary point of contact for both prospective and existing customers, ensuring rapid, high-quality support while contributing to sales growth and customer retention. You will be instrumental in creating positive first impressions, resolving inquiries efficiently, and building lasting relationships with learners across the United States.
This role offers an exciting opportunity to combine your sales acumen with your passion for customer service in a dynamic, fast-paced environment. You will be working at the intersection of customer experience and business development, helping to shape how learners perceive and engage with arenaflex's online education offerings.
Key Responsibilities
Customer Service Excellence
Manage incoming customer service cases from active learners through to resolution, primarily via email and web live chat platforms
Respond promptly and professionally to customer inquiries, ensuring a high level of satisfaction with every interaction
Follow standard operating procedures (SOPs) and service level agreements (SLAs) to maintain exceptional service standards
Handle payment support requests including cancellations, refunds, payment failures, and payment detail updates
Document all customer interactions thoroughly in our CRM system to support accurate reporting and continuous improvement
Escalate complex issues to appropriate internal teams while maintaining clear communication with customers about resolution progress
Sales Support and Business Development
Serve as the first point of contact for potential new customers, providing comprehensive information about our English Online program
Respond to sales inquiries quickly and effectively, with detailed information that encourages course registrations
Actively support marketing campaigns and promotional activities, accurately describing program features and benefits
Support re-marketing campaigns targeting customers with expiring packages who may wish to renew their subscriptions
Identify upselling and cross-selling opportunities during customer interactions
Collaborate with the sales and marketing teams to achieve enrollment targets
Reporting, Insights, and System Management
Utilize Salesforce CRM and other management information systems to capture and organize customer data accurately
Document all service interactions, enquiries, complaints, and resolutions to support business reporting
Collect voice of customer feedback to help develop insights about customer needs and experience improvement opportunities
Generate regular reports on customer service metrics, sales leads, and customer satisfaction indicators
Identify trends in customer inquiries and proactively suggest improvements to processes and systems
Operational Support and Collaboration
Work closely with the E-Commerce team, Shared Services Centre, and Technical Support team to resolve payment-related issues
Collaborate with teams supporting the English Online learner portal to address service and information requests
Liaise with Teaching Centre Sales and Customer Service teams on cross-functional enquiries
Participate in process improvement initiatives and contribute to the development of standard operating procedures
Support the implementation of new systems, tools, and processes as the organization continues to evolve
Essential Qualifications and Experience
Educational Background: Diploma or Degree in Business, Communications, Education, or a related field, OR equivalent work experience (minimum 2 years in a comparable role)
Customer Service Experience: Substantial experience (2+ years) in a customer service role, preferably in an online or digital environment
International Context: Demonstrated experience working with international customers and understanding cross-cultural communication dynamics
Technical Proficiency: Experience with Customer Relationship Management (CRM) platforms such as Salesforce, and proficiency with reporting tools and dashboards
Computer Skills: Strong working knowledge of Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint
Language Proficiency: Native or near-native English language skills (written and verbal), with exceptional communication abilities
Preferred Qualifications and Experience
Experience in the education technology (EdTech) or online learning industry
Previous experience in a sales-support or business development role
Familiarity with online payment systems and e-commerce platforms
Knowledge of adult learning principles and English language teaching methodologies
Experience with live chat and web customer service tools
Additional language proficiency (particularly Spanish, Mandarin, or Arabic) is highly desirable
Skills and Competencies
Core Competencies
Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and persuasively
Customer Orientation: Strong customer service ethic with a genuine desire to help customers succeed
Problem-Solving: Ability to analyze issues quickly, think on your feet, and find effective solutions
Attention to Detail: Meticulous approach to documentation, data entry, and process compliance
Time Management: Excellent organizational skills with the ability to prioritize and manage multiple inquiries simultaneously
Adaptability: Comfortable working in a dynamic, fast-paced environment with changing priorities
Technical Skills
Proficiency with CRM systems (Salesforce preferred)
Competence in using live chat and webchat platforms
Strong data entry and documentation skills
Basic understanding of HTML and web-based systems
Familiarity with ticketing systems and knowledge bases
Interpersonal Skills
Team player with excellent collaboration abilities
Positive attitude and professional demeanor
Ability to remain calm and composed under pressure
Strong active listening skills
Empathy and emotional intelligence in customer interactions
Career Growth and Development Opportunities
At arenaflex, we are committed to the professional development and career growth of our team members. As a Sales and Customer Experience Executive, you will have access to a range of opportunities to advance your career:
Structured Training Programs: Comprehensive onboarding and ongoing training on our products, systems, and customer service best practices
Career Progression Pathways: Clear advancement opportunities to Senior Customer Experience roles, Team Lead positions, or specialized roles in sales and business development
Skill Development: Access to internal learning resources, workshops, and certification programs
Global Exposure: Opportunities to work with diverse teams across different regions and understand global education markets
Cross-Functional Experience: Possibility to rotate through different departments and gain broad experience in operations, marketing, and product management
We invest in our people because we believe that their growth directly contributes to our organizational success and the quality of service we provide to our learners.
Work Environment and Culture
arenaflex offers a supportive, inclusive, and collaborative work environment where diversity is celebrated and innovation is encouraged. Our culture is built on mutual respect, continuous learning, and a shared commitment to our mission of connecting people through education.
As part of our team, you will enjoy:
A flexible and inclusive work culture that values work-life balance
Access to cutting-edge technology and tools to support your success
A diverse team environment with colleagues from around the world
Regular team meetings and collaborative sessions
Employee wellness programs and wellbeing support
Recognition programs that celebrate outstanding performance and contributions
We are committed to equality, diversity, and inclusion in everything we do. We support all staff to ensure their behavior is consistent with this commitment, and we actively encourage applications from underrepresented groups. arenaflex is proud to be a Disability Confident Employer, guaranteeing interviews to disabled candidates who meet the essential criteria.
We are also committed to safeguarding children, young people, and vulnerable adults. We believe that everyone deserves to live in safe environments and have the right to be protected from all forms of abuse and exploitation.
Compensation and Benefits
arenaflex offers a competitive compensation package that recognizes your skills, experience, and contributions. Our benefits package includes:
Competitive salary commensurate with experience and qualifications
Annual performance-related bonuses
Comprehensive health and wellness benefits
Retirement savings plan with employer contributions
Generous paid time off including vacation, sick leave, and public holidays
Professional development budget for training and education
Employee assistance program for personal and professional challenges
Flexible working arrangements where possible
How to Apply
If you are passionate about customer experience, excited about sales, and want to be part of a global organization that makes a real difference in people's lives, we want to hear from you!
To apply for this position, please submit your resume and cover letter through our careers website. In your cover letter, tell us why you are interested in joining arenaflex and how your experience makes you the ideal candidate for this role.
We are accepting applications until the position is filled, so we encourage you to apply as soon as possible.
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other protected characteristic.
Join arenaflex and be part of something meaningfulāhelping people connect, learn, and transform their lives through the power of education!
At arenaflex, we believe in the transformative power of language and education to connect people across borders and build understanding between communities worldwide. Our mission is to support peace and prosperity by creating meaningful connections, fostering mutual understanding, and empowering individuals to reach their full potential through learning opportunities that transcend geographical boundaries.
As a global leader in international education and cultural exchange, arenaflex operates in over 200 countries and territories, with a physical presence in more than 100 nations. In recent years, we have reached hundreds of millions of people through our diverse programs and initiatives. We are proud to work directly with individuals to help them gain the skills, confidence, and networks they need to transform their lives and contribute to a better world. Whether it's learning English, accessing high-quality education, or gaining internationally recognized qualifications, arenaflex is committed to opening doors of opportunity for learners everywhere.
Our English Online program represents the pinnacle of our digital education offeringsāa bespoke, 100% online English language course designed for adult learners worldwide. This innovative program enables customers to learn from anywhere in the world, putting them in control of their educational journey through a seamless self-serve experience. At the heart of this experience is our dedicated support team, ensuring that every learner has access to the guidance and assistance they need to succeed.
Purpose of the Role
The Sales and Customer Experience Executive at arenaflex plays a pivotal role in delivering exceptional customer service while supporting the commercial success of our English Online program. This position serves as the primary point of contact for both prospective and existing customers, ensuring rapid, high-quality support while contributing to sales growth and customer retention. You will be instrumental in creating positive first impressions, resolving inquiries efficiently, and building lasting relationships with learners across the United States.
This role offers an exciting opportunity to combine your sales acumen with your passion for customer service in a dynamic, fast-paced environment. You will be working at the intersection of customer experience and business development, helping to shape how learners perceive and engage with arenaflex's online education offerings.
Key Responsibilities
Customer Service Excellence
Manage incoming customer service cases from active learners through to resolution, primarily via email and web live chat platforms
Respond promptly and professionally to customer inquiries, ensuring a high level of satisfaction with every interaction
Follow standard operating procedures (SOPs) and service level agreements (SLAs) to maintain exceptional service standards
Handle payment support requests including cancellations, refunds, payment failures, and payment detail updates
Document all customer interactions thoroughly in our CRM system to support accurate reporting and continuous improvement
Escalate complex issues to appropriate internal teams while maintaining clear communication with customers about resolution progress
Sales Support and Business Development
Serve as the first point of contact for potential new customers, providing comprehensive information about our English Online program
Respond to sales inquiries quickly and effectively, with detailed information that encourages course registrations
Actively support marketing campaigns and promotional activities, accurately describing program features and benefits
Support re-marketing campaigns targeting customers with expiring packages who may wish to renew their subscriptions
Identify upselling and cross-selling opportunities during customer interactions
Collaborate with the sales and marketing teams to achieve enrollment targets
Reporting, Insights, and System Management
Utilize Salesforce CRM and other management information systems to capture and organize customer data accurately
Document all service interactions, enquiries, complaints, and resolutions to support business reporting
Collect voice of customer feedback to help develop insights about customer needs and experience improvement opportunities
Generate regular reports on customer service metrics, sales leads, and customer satisfaction indicators
Identify trends in customer inquiries and proactively suggest improvements to processes and systems
Operational Support and Collaboration
Work closely with the E-Commerce team, Shared Services Centre, and Technical Support team to resolve payment-related issues
Collaborate with teams supporting the English Online learner portal to address service and information requests
Liaise with Teaching Centre Sales and Customer Service teams on cross-functional enquiries
Participate in process improvement initiatives and contribute to the development of standard operating procedures
Support the implementation of new systems, tools, and processes as the organization continues to evolve
Essential Qualifications and Experience
Educational Background: Diploma or Degree in Business, Communications, Education, or a related field, OR equivalent work experience (minimum 2 years in a comparable role)
Customer Service Experience: Substantial experience (2+ years) in a customer service role, preferably in an online or digital environment
International Context: Demonstrated experience working with international customers and understanding cross-cultural communication dynamics
Technical Proficiency: Experience with Customer Relationship Management (CRM) platforms such as Salesforce, and proficiency with reporting tools and dashboards
Computer Skills: Strong working knowledge of Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint
Language Proficiency: Native or near-native English language skills (written and verbal), with exceptional communication abilities
Preferred Qualifications and Experience
Experience in the education technology (EdTech) or online learning industry
Previous experience in a sales-support or business development role
Familiarity with online payment systems and e-commerce platforms
Knowledge of adult learning principles and English language teaching methodologies
Experience with live chat and web customer service tools
Additional language proficiency (particularly Spanish, Mandarin, or Arabic) is highly desirable
Skills and Competencies
Core Competencies
Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and persuasively
Customer Orientation: Strong customer service ethic with a genuine desire to help customers succeed
Problem-Solving: Ability to analyze issues quickly, think on your feet, and find effective solutions
Attention to Detail: Meticulous approach to documentation, data entry, and process compliance
Time Management: Excellent organizational skills with the ability to prioritize and manage multiple inquiries simultaneously
Adaptability: Comfortable working in a dynamic, fast-paced environment with changing priorities
Technical Skills
Proficiency with CRM systems (Salesforce preferred)
Competence in using live chat and webchat platforms
Strong data entry and documentation skills
Basic understanding of HTML and web-based systems
Familiarity with ticketing systems and knowledge bases
Interpersonal Skills
Team player with excellent collaboration abilities
Positive attitude and professional demeanor
Ability to remain calm and composed under pressure
Strong active listening skills
Empathy and emotional intelligence in customer interactions
Career Growth and Development Opportunities
At arenaflex, we are committed to the professional development and career growth of our team members. As a Sales and Customer Experience Executive, you will have access to a range of opportunities to advance your career:
Structured Training Programs: Comprehensive onboarding and ongoing training on our products, systems, and customer service best practices
Career Progression Pathways: Clear advancement opportunities to Senior Customer Experience roles, Team Lead positions, or specialized roles in sales and business development
Skill Development: Access to internal learning resources, workshops, and certification programs
Global Exposure: Opportunities to work with diverse teams across different regions and understand global education markets
Cross-Functional Experience: Possibility to rotate through different departments and gain broad experience in operations, marketing, and product management
We invest in our people because we believe that their growth directly contributes to our organizational success and the quality of service we provide to our learners.
Work Environment and Culture
arenaflex offers a supportive, inclusive, and collaborative work environment where diversity is celebrated and innovation is encouraged. Our culture is built on mutual respect, continuous learning, and a shared commitment to our mission of connecting people through education.
As part of our team, you will enjoy:
A flexible and inclusive work culture that values work-life balance
Access to cutting-edge technology and tools to support your success
A diverse team environment with colleagues from around the world
Regular team meetings and collaborative sessions
Employee wellness programs and wellbeing support
Recognition programs that celebrate outstanding performance and contributions
We are committed to equality, diversity, and inclusion in everything we do. We support all staff to ensure their behavior is consistent with this commitment, and we actively encourage applications from underrepresented groups. arenaflex is proud to be a Disability Confident Employer, guaranteeing interviews to disabled candidates who meet the essential criteria.
We are also committed to safeguarding children, young people, and vulnerable adults. We believe that everyone deserves to live in safe environments and have the right to be protected from all forms of abuse and exploitation.
Compensation and Benefits
arenaflex offers a competitive compensation package that recognizes your skills, experience, and contributions. Our benefits package includes:
Competitive salary commensurate with experience and qualifications
Annual performance-related bonuses
Comprehensive health and wellness benefits
Retirement savings plan with employer contributions
Generous paid time off including vacation, sick leave, and public holidays
Professional development budget for training and education
Employee assistance program for personal and professional challenges
Flexible working arrangements where possible
How to Apply
If you are passionate about customer experience, excited about sales, and want to be part of a global organization that makes a real difference in people's lives, we want to hear from you!
To apply for this position, please submit your resume and cover letter through our careers website. In your cover letter, tell us why you are interested in joining arenaflex and how your experience makes you the ideal candidate for this role.
We are accepting applications until the position is filled, so we encourage you to apply as soon as possible.
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other protected characteristic.
Join arenaflex and be part of something meaningfulāhelping people connect, learn, and transform their lives through the power of education!