Remote Chat Support Specialist – Customer Experience & E-Commerce Vision Care

Join arenaflex: Where Customer Conversations Spark Smiles and Eyewear Solutions

Imagine being part of a team that has completely transformed how millions of people access the vision care they deserve. At arenaflex, we are the dynamic parent organization behind some of the most beloved and innovative direct-to-consumer vision brands in the industry. Our portfolio includes household names that have redefined convenience, affordability, and customer delight in eye care. For nearly three decades, our flagship brand has set the gold standard for legendary customer service, pioneering products that make consumers cheer and keep the industry on its toes. arenaflex is backed by one of the world's largest and most respected private equity investment companies, giving us the resources, vision, and stability to continue reshaping the future of vision care. The best is truly yet to come, and we want you to help us write the next chapter.

Right now, we are searching for an enthusiastic, tech-savvy, and customer-obsessed Remote Chat Support Specialist to join our award-winning customer experience team. This is not your average chat support role. This is an opportunity to become a rockstar agent, empowering customers to effortlessly access the contact lenses and vision products they need, while building a rewarding long-term career in a thriving organization.

Why This Role at arenaflex Is Different

At arenaflex, we believe ordering contact lenses should be simple, fast, and affordable. But more importantly, we believe the people who power that experience should be trusted, empowered, and inspired. Our agents have earned a reputation for going above and beyond to WOW every single customer, and our customer satisfaction scores and employee engagement metrics prove it. When you join our chat support team, you are stepping into a culture that prizes autonomy, problem-solving, and heart. You will not be micromanaged. You will be trusted to make decisions in the moment, solve problems without asking permission, and create memorable experiences that turn first-time buyers into lifelong fans.

What Your Day-to-Day Will Look Like

Engaging Directly with Customers in Real Time

• Handle 2 to 3 live incoming chats simultaneously using our advanced LiveEngage (LivePerson) platform, providing fast, friendly, and accurate support.
• Consult customers on how to maximize the value of their contact lens purchases, recommending the right products, upgrades, and replenishment schedules.
• Deliver top-notch, empathetic, and solution-oriented customer service in a fast-paced, ever-changing environment.
• Identify and resolve issues in a way that not only solves the problem but also creates a lasting positive impression of arenaflex and our family of brands.
• Maintain high performance metrics including revenue per interaction, quality assurance scores, chat availability, and dependability.

Collaborating as Part of a Virtual Team

• Proactively engage with your manager, peer agents, and cross-functional partners through one-on-one meetings, virtual team huddles, and team chat channels.
• Thrive in a remote-first work environment by staying connected, communicating openly, and contributing to a supportive virtual culture.
• Embody and champion our core values in every interaction: Big Hearted, Unconventional, Tenacious, and Better Together.

Compensation, Schedule, and Work Setup

• Start Date: September 30, 2024
• Work Model: 100% remote from one of our approved states (Arizona, Florida, Idaho, Nevada, North Carolina, Texas, Utah, Virginia). Your permanent residence must be in one of these states.
• Training: Three weeks of paid, instructor-led training, Monday through Friday, 10:00 AM to 5:00 PM Mountain Standard Time.
• Schedule: Full-time, 40 hours per week, with shift availability between 5:00 AM and 11:00 PM Mountain Standard Time.
• Weekend Requirement: Required weekend shifts are part of the role, with flexibility built into the schedule.
• Starting Base Pay: $15.00 per hour, plus bonus potential of up to $6.00 per hour for top performers.

What You'll Bring to the Table

Essential Qualifications

• High school diploma or equivalent work experience.
• Minimum of 2 to 3 years of customer service experience, ideally in a chat, retail, e-commerce, or contact center environment.
• Excellent typing speed of at least 40 words per minute with high accuracy and strong technical proficiency across multiple platforms.
• Reliable, high-speed internet connection with minimum 20 Mbps download and 10 Mbps upload speeds.
• A private, dedicated home workspace that is free from interruptions and distractions, and supports confidentiality and focus.
• Positive, driven, solution-oriented mindset with a passion for helping people.
• Consistent, punctual attendance and a strong commitment to working scheduled shifts.

Preferred Attributes

• Prior experience using LivePerson, LiveEngage, Zendesk, or similar live chat platforms.
• Background in retail, optical, healthcare, or e-commerce customer support.
• Comfort with upselling, cross-selling, and consultative sales conversations.
• Ability to navigate ambiguity, multitask effectively, and make sound judgment calls in real time.
• A natural curiosity and eagerness to learn about products, technology, and customer behavior.

Why You'll Love Working at arenaflex

• Monthly Performance Bonuses: Earn extra income for hitting key performance indicators.
• Career Development: Take ownership of your growth with dedicated support from leaders who are invested in your long-term success.
• Bi-Annual Performance Reviews: Regular, structured feedback to help you advance and earn recognition.
• Inclusive Culture: A safe, respectful, and diverse work environment where every voice matters.
• Comprehensive Health Coverage: Amazing medical, dental, and vision benefits.
• 401(k) Match: Plan for your future with our generous retirement savings match.
• Free Eye Exams: Take care of your immediate family's vision with no-cost eye exams.
• Deep Discounts: Significant savings on contact lenses, eyeglass lenses, and frames for you and your family.
• Tuition Reimbursement: Financial support for eligible courses and certifications to help you grow professionally.

Growth, Learning, and Long-Term Opportunity

At arenaflex, we are deeply committed to developing our people. Whether you aspire to become a senior chat agent, a team lead, a quality coach, a workforce analyst, or a customer experience manager, we provide clear pathways and the resources to get you there. Many of our leaders began their careers in roles just like this one, building expertise in customer experience, operational excellence, and people leadership. When you join arenaflex, you are not just taking a job; you are stepping onto a career ladder with visibility, mentorship, and momentum.

Our Commitment to Diversity, Equity, and Inclusion

arenaflex is an equal opportunity employer and proudly values diversity at every level of our organization. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations to individuals with disabilities throughout the job application, interview, and employment process. If you require an accommodation, please reach out to our team and we will be happy to assist.

Ready to WOW Customers and Build Your Career?

If you are looking for a chat support role where you can truly make a difference, work with a passionate and supportive team, and grow your career with a company that is changing an entire industry, arenaflex is the place for you. Bring your positive energy, your problem-solving skills, and your typing speed, and get ready to be part of something special. Apply today and discover why our agents call arenaflex the best place they have ever worked.