**Experienced Customer Support Agent – Remote Customer Service Representative for arenaflex**
At arenaflex, we're on a mission to improve people's minds and help billions of people lead healthy, joyful, and productive lives. Our innovative mobile apps, Elevate and Balance, have revolutionized the way people learn and improve their communication, memory, and math skills, as well as personalized meditation and stress reduction. As a Customer Support Agent at arenaflex, you'll be part of a fast-paced, agile team that's passionate about delivering world-class customer service and shaping the trajectory of our new and existing ventures.
**The Role**
We're looking for an energized, high-performing customer support agent who can balance agility with customer obsession, all while managing tight timelines and constantly evolving business needs. As a Customer Support Agent, you'll be responsible for providing exceptional support to our customers via inbound email and social-channel customer support, upholding our mission of world-class service. You'll strive for one-touch resolution through root cause analysis and by prioritizing and multitasking a large volume of inbound contacts with attention to detail and ownership.
**Key Responsibilities:**
* Be an unwavering customer advocate via inbound email and social-channel customer support, upholding our mission of world-class service.
* Strive for one-touch resolution through root cause analysis and by prioritizing and multitasking a large volume of inbound contacts with attention to detail and ownership.
* Identify patterns in customer reports and investigate, test, and reproduce technical issues with medium complexity while maintaining customer satisfaction and arenaflex's brand image.
* Understand and meet expected personal metrics such as Volume, Handle Time, Time to Resolution, Customer Satisfaction Rating, and more.
* Provide peer-to-peer support by leading with patience, empathy, and a deep understanding of our products and customer needs.
* Question the status quo and proactively highlight areas where we can do better to help drive process and policy decisions.
* Help keep internal and external knowledge bases and documentation up-to-date.
**What We're Looking For:**
* 3+ years of customer support experience
* 2+ years of experience supporting educational apps and/or software or other technical support
* Experience with Zendesk or similar customer management tools
* Excellent verbal and written communication skills with a strong attention to detail
* Intellectual curiosity - if you don’t know the answer, you’ll find out
* The ability to balance pace and precision, multitasking and prioritizing urgent needs
* A passion for customer service and the ability to execute at a high rate of speed and accuracy
**Bonus:**
* Experience working in a fully remote work environment with teammates operating across various time zones
* Experience working for a startup or other fast-growth company
**Benefits & Perks:**
* Our benefits package reflects what's important to us: unlocking your career potential, supporting your overall well-being, and helping you form meaningful relationships. And since everyone is unique, you get to customize your experience with your stipends.
* Competitive salary and equity across all geographies
* Medical, dental, and vision insurance for you and your family
* Distributed team flexibility with a home-office stipend and co-working reimbursement
* Annual learning, wellness, and travel stipends
* Generous PTO, sick leave, and paid parental leave
**How We Hire:**
At arenaflex, we put a lot of time and care into who we hire. We seek to build high-impact teams with high talent density. To help us get a sense of who you are and how you work, you can expect an anonymized skills assessment, where you can showcase your expertise, and around three rounds of conversational-style interviews.
**Our Commitment to Diversity, Equity, & Inclusion:**
We believe that there is no single candidate profile that guarantees success in this role. Experience comes in different forms; many skills are transferable, and passion goes a long way. If your background is similar to the job description and you think you can excel in this role, please apply and tell us about yourself and the impact you could make at arenaflex.
We also know that diversity of identity, experience, and thought leads to more creativity, better problem-solving, and wiser decisions, which is why we're dedicated to adding new perspectives to our team. We are an equal opportunity employer; committed to diversity and building an equitable and inclusive environment for people of all backgrounds and experiences, and we're taking steps to meet that commitment. We highly encourage members of traditionally underrepresented communities to apply, including women, people of color, LGBTQIA+ folks, veterans, and people with disabilities.
**How to Apply:**
If you're passionate about delivering exceptional customer service and shaping the trajectory of our new and existing ventures, please apply to this role. We can't wait to hear from you and learn more about your qualifications and experience.
**The Role**
We're looking for an energized, high-performing customer support agent who can balance agility with customer obsession, all while managing tight timelines and constantly evolving business needs. As a Customer Support Agent, you'll be responsible for providing exceptional support to our customers via inbound email and social-channel customer support, upholding our mission of world-class service. You'll strive for one-touch resolution through root cause analysis and by prioritizing and multitasking a large volume of inbound contacts with attention to detail and ownership.
**Key Responsibilities:**
* Be an unwavering customer advocate via inbound email and social-channel customer support, upholding our mission of world-class service.
* Strive for one-touch resolution through root cause analysis and by prioritizing and multitasking a large volume of inbound contacts with attention to detail and ownership.
* Identify patterns in customer reports and investigate, test, and reproduce technical issues with medium complexity while maintaining customer satisfaction and arenaflex's brand image.
* Understand and meet expected personal metrics such as Volume, Handle Time, Time to Resolution, Customer Satisfaction Rating, and more.
* Provide peer-to-peer support by leading with patience, empathy, and a deep understanding of our products and customer needs.
* Question the status quo and proactively highlight areas where we can do better to help drive process and policy decisions.
* Help keep internal and external knowledge bases and documentation up-to-date.
**What We're Looking For:**
* 3+ years of customer support experience
* 2+ years of experience supporting educational apps and/or software or other technical support
* Experience with Zendesk or similar customer management tools
* Excellent verbal and written communication skills with a strong attention to detail
* Intellectual curiosity - if you don’t know the answer, you’ll find out
* The ability to balance pace and precision, multitasking and prioritizing urgent needs
* A passion for customer service and the ability to execute at a high rate of speed and accuracy
**Bonus:**
* Experience working in a fully remote work environment with teammates operating across various time zones
* Experience working for a startup or other fast-growth company
**Benefits & Perks:**
* Our benefits package reflects what's important to us: unlocking your career potential, supporting your overall well-being, and helping you form meaningful relationships. And since everyone is unique, you get to customize your experience with your stipends.
* Competitive salary and equity across all geographies
* Medical, dental, and vision insurance for you and your family
* Distributed team flexibility with a home-office stipend and co-working reimbursement
* Annual learning, wellness, and travel stipends
* Generous PTO, sick leave, and paid parental leave
**How We Hire:**
At arenaflex, we put a lot of time and care into who we hire. We seek to build high-impact teams with high talent density. To help us get a sense of who you are and how you work, you can expect an anonymized skills assessment, where you can showcase your expertise, and around three rounds of conversational-style interviews.
**Our Commitment to Diversity, Equity, & Inclusion:**
We believe that there is no single candidate profile that guarantees success in this role. Experience comes in different forms; many skills are transferable, and passion goes a long way. If your background is similar to the job description and you think you can excel in this role, please apply and tell us about yourself and the impact you could make at arenaflex.
We also know that diversity of identity, experience, and thought leads to more creativity, better problem-solving, and wiser decisions, which is why we're dedicated to adding new perspectives to our team. We are an equal opportunity employer; committed to diversity and building an equitable and inclusive environment for people of all backgrounds and experiences, and we're taking steps to meet that commitment. We highly encourage members of traditionally underrepresented communities to apply, including women, people of color, LGBTQIA+ folks, veterans, and people with disabilities.
**How to Apply:**
If you're passionate about delivering exceptional customer service and shaping the trajectory of our new and existing ventures, please apply to this role. We can't wait to hear from you and learn more about your qualifications and experience.