Experienced Customer Support Representative II – Global Customer Success
At arenaflex, we're on a mission to revolutionize the property management industry by providing innovative solutions that empower property managers to streamline their operations, improve tenant satisfaction, and drive growth. As a Customer Support Representative II, you'll play a critical role in delivering exceptional customer experiences, troubleshooting complex issues, and driving customer adoption of our comprehensive CRM, operations, and maintenance workflow automation platform.
Join a Dynamic Team of A Players
arenaflex is a leading SaaS company that's dedicated to helping property managers succeed. Our team is composed of seasoned leaders from SaaS, property management, and real estate businesses with significant high-growth company experience. We're a boot-strapped startup with product-market fit, scaling revenue, and a large addressable market opportunity. Our culture is built on transparency, open communication, and a commitment to supporting our customers every step of the way.
Role Summary
As a Customer Support Representative II, you'll be responsible for providing advanced technical support to our customers, troubleshooting and resolving complex issues, and driving customer adoption of our platform. You'll work closely with our technical teams to resolve issues, provide solutions, and ensure that our customers are satisfied with our products and services.
Key Responsibilities
* Provide advanced technical support to customers, troubleshooting and resolving complex issues
- Drive customer adoption of our platform, ensuring that customers are using our products and services to their full potential
- Collaborate with technical teams to resolve issues, provide solutions, and ensure that our customers are satisfied with our products and services
- Respond to customer inquiries and own the outcome, ensuring that customers are satisfied with our support
- Update or write help articles to improve customer knowledge and reduce support requests
- Maintain high CSAT scores, ensuring that our customers are satisfied with our support
Expectations for Your First 90 Days
* Confidence in handling customer issues independently by 90 days
- Respond to customer inquiries and own the outcome, ensuring that customers are satisfied with our support
- Equal contributor of workload responsibilities, handling an equal amount of work as the other CSR members
- Update or write at least one help article per month to improve customer knowledge and reduce support requests
- Maintain high CSAT scores, ensuring that our customers are satisfied with our support
A Day in the Life of...
* Customer-Centric Approach: Cultivate strong and enduring relationships with clients across all levels through professional communication, fostering loyalty
- Problem Resolution Proficiency: Demonstrate adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy
- Consultative Expertise: Possess a deep understanding of arenaflex's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs
- Coachability and Continuous Improvement: Open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement
Perks and Benefits
* 8 Company Holidays + Week off at Christmas
- Unlimited PTO
- 1 Volunteer day with the organization of your choice
- Birthday lunch on us
- Monthly Healthcare Allowance
- Monthly WFH Allowance
- Yearly Vacation Allowance
- Fun and outcome-driven work environment with a smart, hard-working team
- Location independence
- Mission-driven company and values-based culture
Requirements
* Proficient in troubleshooting Tier 2 support issues and effectively communicating with technical teams
- Embrace learning new technology
- Learn fast
- Communicate crisply
- Proactively seek solutions
- Own the outcome
- Embody emotional maturity
- Bring an optimistic "can-do" attitude
- Supply your own internet and smartphone
- 2-5 years of experience
- Have B2B SaaS experience (preferred)
What We're Looking For
* A customer-centric approach, with a focus on delivering exceptional customer experiences
- Strong problem-solving skills, with the ability to troubleshoot and resolve complex issues
- Excellent communication and interpersonal skills, with the ability to work with technical teams and customers
- A passion for learning and continuous improvement, with a desire to enhance skills and knowledge
- A commitment to owning the outcome, with a focus on delivering results and driving customer adoption
How to Apply
If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
Note
* We're only accepting applications outside of the US that can work in North America time zones.
- Selected candidates may have written assessments and multiple interviews with different people.
- We'll do whatever it takes to get the right person in the right seat.
Join Our Team
At arenaflex, we're committed to creating a dynamic and innovative team that is dedicated to helping property managers succeed. If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we'd love to have you join our team. Let's make music together! Apply for this job