**Experienced Customer Support Representative – Health Tech and E-commerce Support**
At arenaflex, we're revolutionizing the way people approach nutrition and health. Our mission is to transform food from the leading cause of disease to medicine by pioneering a new category of Smart Nutrition products that are personalized, precise, and proactive. As a Customer Support Representative, you'll play a vital role in ensuring our customers receive exceptional support and experiences with our innovative products and services.
**About arenaflex**
arenaflex is a cutting-edge health tech company that's on a mission to make a significant impact on people's lives. Founded in 2020 by visionary leaders with a passion for health and technology, we've created a unique platform that leverages easy and convenient at-home blood testing, activity metrics from wearables, and cutting-edge AI trained on over 3,000 scientific studies. Our personalized daily supplements, protein powder, and vitamin gummies are optimized for each individual's unique needs and goals, delivered right to their door each month.
We're also proud to have joined forces with Luminary Vitamins, a separate line of supplements focused on each step of the reproductive journey. Designed by fertility doctors, these nutrient gummies offer a comprehensive solution for women and men navigating the reproductive journey.
**The Role**
As a Customer Support Representative at arenaflex, you'll be the face of our company, providing exceptional support to our customers through various channels, including email, live chat, and in-app messaging. Your primary focus will be on retention and upsell, ensuring our customers receive timely resolutions to their issues and are empowered to make the most of our products and services.
**Key Responsibilities**
* Provide front-line customer support by handling general and technical inquiries via email, live chat, and in-app messaging
* Troubleshoot product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
* Assist with customer communications by bridging the gap between our internal teams and our customers
* Recreate and report bugs and communicate updates to the customer
* Educate customers with product and service information
* Maintain financial accounts by processing membership adjustments, refunds, discounts, etc
* Collect and analyze customer feedback to identify areas for improvement and opportunities for new product development
* Track orders and perform quality assurance to ensure timely delivery and customer satisfaction
* Support outreach objectives, special projects, and other duties as assigned
**Requirements**
* High school diploma + 3 years in a customer service job or a BA degree
* Customer-first focus with an approachable, helpful personality
* Familiarity with the following software: Zendesk, Stripe, G Suite, Slack, Jira
* Ability to work on a diverse team or with a diverse range of people
* Collaborative, empathetic, patient, and a positive attitude
* Attention to detail and ability to document and track daily activities
* Ability to type at least 50 words per minute with 90% accuracy
* Ability to meet and handle at least 25+ inbound live chats and 50+ emails daily
* Flexibility in work schedule, which includes ability to work weekends and holidays
* Flexible approach, able to operate effectively with uncertainty and change
* Enthusiastic "can do" attitude
* Relationship building and maintenance
* Problem solving and conflict resolution
**Additional Remote Requirements**
* HIPAA compliant environment for all daily tasks, emails, and phone calls
* Dedicated and stable internet connection
* At least 10 Mbps download speed
* At least 1 Mbps upload speed
**Nice to Haves**
* Prior health tech experience not required but an interest is required
* Prior experience being a remote employee
**Benefits**
* The role is a full-time role. Many of us have families, so we work hard and make room for life outside of work.
* We're working on one of the largest problems of our time and have a deep passion for helping millions of people live healthier lives.
* We are virtual-first and most of us have worked in virtual environments for over a decade. We know how to make it work!
* We are committed to helping you unleash your full potential and build your dream career. We are infinitely proud of team members from our previous companies who have become great leaders and even founders of their own companies.
* Of course, we also pay competitive salaries and have a healthy healthcare stipend
* Must reside within the United States to be eligible for this remote position
**Why Join arenaflex?**
* Be part of a revolutionary health tech company that's making a significant impact on people's lives
* Work with a talented and passionate team that's dedicated to helping millions of people live healthier lives
* Enjoy a flexible and remote work environment that allows you to work from anywhere
* Develop your skills and expertise in customer support, health tech, and e-commerce
* Be part of a company that's committed to helping you unleash your full potential and build your dream career
**How to Apply**
If you're passionate about customer support, health tech, and e-commerce, and want to join a revolutionary company that's making a significant impact on people's lives, apply now!
**About arenaflex**
arenaflex is a cutting-edge health tech company that's on a mission to make a significant impact on people's lives. Founded in 2020 by visionary leaders with a passion for health and technology, we've created a unique platform that leverages easy and convenient at-home blood testing, activity metrics from wearables, and cutting-edge AI trained on over 3,000 scientific studies. Our personalized daily supplements, protein powder, and vitamin gummies are optimized for each individual's unique needs and goals, delivered right to their door each month.
We're also proud to have joined forces with Luminary Vitamins, a separate line of supplements focused on each step of the reproductive journey. Designed by fertility doctors, these nutrient gummies offer a comprehensive solution for women and men navigating the reproductive journey.
**The Role**
As a Customer Support Representative at arenaflex, you'll be the face of our company, providing exceptional support to our customers through various channels, including email, live chat, and in-app messaging. Your primary focus will be on retention and upsell, ensuring our customers receive timely resolutions to their issues and are empowered to make the most of our products and services.
**Key Responsibilities**
* Provide front-line customer support by handling general and technical inquiries via email, live chat, and in-app messaging
* Troubleshoot product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
* Assist with customer communications by bridging the gap between our internal teams and our customers
* Recreate and report bugs and communicate updates to the customer
* Educate customers with product and service information
* Maintain financial accounts by processing membership adjustments, refunds, discounts, etc
* Collect and analyze customer feedback to identify areas for improvement and opportunities for new product development
* Track orders and perform quality assurance to ensure timely delivery and customer satisfaction
* Support outreach objectives, special projects, and other duties as assigned
**Requirements**
* High school diploma + 3 years in a customer service job or a BA degree
* Customer-first focus with an approachable, helpful personality
* Familiarity with the following software: Zendesk, Stripe, G Suite, Slack, Jira
* Ability to work on a diverse team or with a diverse range of people
* Collaborative, empathetic, patient, and a positive attitude
* Attention to detail and ability to document and track daily activities
* Ability to type at least 50 words per minute with 90% accuracy
* Ability to meet and handle at least 25+ inbound live chats and 50+ emails daily
* Flexibility in work schedule, which includes ability to work weekends and holidays
* Flexible approach, able to operate effectively with uncertainty and change
* Enthusiastic "can do" attitude
* Relationship building and maintenance
* Problem solving and conflict resolution
**Additional Remote Requirements**
* HIPAA compliant environment for all daily tasks, emails, and phone calls
* Dedicated and stable internet connection
* At least 10 Mbps download speed
* At least 1 Mbps upload speed
**Nice to Haves**
* Prior health tech experience not required but an interest is required
* Prior experience being a remote employee
**Benefits**
* The role is a full-time role. Many of us have families, so we work hard and make room for life outside of work.
* We're working on one of the largest problems of our time and have a deep passion for helping millions of people live healthier lives.
* We are virtual-first and most of us have worked in virtual environments for over a decade. We know how to make it work!
* We are committed to helping you unleash your full potential and build your dream career. We are infinitely proud of team members from our previous companies who have become great leaders and even founders of their own companies.
* Of course, we also pay competitive salaries and have a healthy healthcare stipend
* Must reside within the United States to be eligible for this remote position
**Why Join arenaflex?**
* Be part of a revolutionary health tech company that's making a significant impact on people's lives
* Work with a talented and passionate team that's dedicated to helping millions of people live healthier lives
* Enjoy a flexible and remote work environment that allows you to work from anywhere
* Develop your skills and expertise in customer support, health tech, and e-commerce
* Be part of a company that's committed to helping you unleash your full potential and build your dream career
**How to Apply**
If you're passionate about customer support, health tech, and e-commerce, and want to join a revolutionary company that's making a significant impact on people's lives, apply now!