Experienced Customer Support Specialist - Remote
At arenaflex, we're revolutionizing the sports industry with our cutting-edge Operating System for Sports, empowering over 6,500 sports organizations worldwide to drive their operations with ease. As a Customer Support Specialist, you'll play a vital role in shaping the future of sports by delivering exceptional customer experiences and helping us pioneer the next frontier in sports technology.
About arenaflex
arenaflex has grown from a humble messaging platform for collegiate football into the leading operating system for elite sports organizations, providing comprehensive technology solutions that cater to every phase of the athlete lifecycle. With a product suite featuring six key categories, we're committed to innovation and integration, making us the premier tech provider for top-tier athletic and tactical organizations. Our offices in Durham, Denver, Richmond, and Brisbane are open for work, collaboration, and optional team-building events, but as a remote-first company, we also have teammates working from places across the globe.
Responsibilities
As a Customer Support Specialist, you'll be responsible for:
- Becoming deeply knowledgeable about the entire arenaflex product suite and the technologies used to troubleshoot and prioritize issues.
- Understanding customers' challenges and needs to troubleshoot and solve complex problems in a prompt, friendly, and efficient manner.
- Managing a queue of cases, prioritizing issues based on severity and customer impact to ensure timely resolutions.
- Fulfilling technical requests (e.g., form conversions, ticket submission, data uploads, account configuration, etc.).
- Handling sensitive information and enforcing data security measures to protect all information.
- Coordinating with internal stakeholders to ensure products are continuously improving and customer needs are met.
- Providing information to the development team to assist in creating back-end tools and solutions that enhance the arenaflex suite of products.
- Delivering exceptional service to both internal and external customers, ensuring a positive and consistent experience across all interactions.
Required Qualifications
* Hands-on experience using one or more arenaflex products as an athlete, coach, administrator, or team staff member OR 2+ years of experience supporting a sports industry SaaS solution.
- Ability and willingness to work on a shift schedule, including mornings, nights, and weekends.
- Experience with Salesforce, Zendesk, JIRA (or other ticketing support systems), and G-Suite.
- Bachelor's degree.
Desired Traits
* Able to analyze and solve problems with urgency and to completion.
- Approaches tasks thoroughly, ensuring that no detail is overlooked and all work is completed to the highest standards following established guidelines.
- Friendly and responsive to others' needs and concerns; relationship-focused with a "how can I help you" attitude.
- Able to work accurately within established guidelines; relishes handling multiple details quickly, correctly, and efficiently.
- Ambition to master this role as a jumping-off point for a career at arenaflex.
- Thrive in a fast-paced environment, communicating with clarity to ensure tasks and expectations are well understood by all involved.
- Actively seek improvement, both in personal development and in refining systems and processes within the team.
- Excellent verbal and written communication skills.
- Aligned with our core values: honesty, humility, hard work, commitment, innovation, and exceptionalism.
What arenaflex Offers
* A role in shaping the future of sports and a career that grows as the company grows.
- An exceptional culture of high achievement and teamwork.
- Supportive and humble colleagues who are some of the top problem solvers and innovators in the game.
- Financial security through competitive compensation and incentives.
- A comprehensive benefits plan, including medical, dental, vision, disability, life insurance, and a 401K match.
- Additional educational opportunities via Range can be used for courses, conferences, and other options.
- Unlimited paid time off.
- Company equity.
- 100% remote-optional work setting.
Equal Opportunity Employer
arenaflex is an equal opportunity employer - if you live our core values every day and are honest, hardworking, humble, committed, innovative, and an all-around exceptional person, you'll thrive at arenaflex. We are committed to building a diverse and inclusive workforce and take affirmative action to not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics. This policy applies to all employment practices within our organization, including but not limited to recruiting, hiring, promotion, termination, compensation, benefits, and training.
How to Apply
If you're passionate about delivering exceptional customer experiences and shaping the future of sports, apply now to become a part of the arenaflex team. We can't wait to hear from you! Apply Job!
Pay Range
The pay range for this role is $60,000 - $75,000 USD per year (Remote - United States). Apply for this job