Experienced Customer Support Specialist – Part-time Remote Opportunity at arenaflex

Job Type:

Part-time, Remote

Location:

United States (US time zone)

Work Hours:

20 hours per week (with potential to transition to full-time)

About arenaflex

arenaflex is a dynamic and innovative company that is revolutionizing the way businesses interact with their customers. We are a team of passionate individuals who are dedicated to providing exceptional customer support and experiences. Our company culture values creativity, initiative, and a solution-oriented mindset, and we are looking for like-minded individuals to join our team.

Job Summary

We are seeking an experienced Customer Support Specialist to join our team on a part-time basis. As a Customer Support Specialist, you will be responsible for managing and responding to all inbound messages across multiple platforms, including email, website form/chat, Instagram, Facebook, and SMS/text. You will also be expected to initiate conversations and gather initial requirements for messages related to business/wholesale leads, influencer DMs, etc., before transitioning to our founders. This is a fantastic opportunity to join a growing company and make a real impact on our customer support processes.

Responsibilities

As a Customer Support Specialist at arenaflex, your responsibilities will include:

• Managing and responding to all inbound messages across multiple platforms, including:

+ Email + Website Form/Chat + Instagram + Facebook + SMS/Text

• Social media ad comments on Facebook/Instagram (reply, hide, or delete as needed)
• Initiating conversations and gathering initial requirements for messages related to business/wholesale leads, influencer DMs, etc., before transitioning to founders
• Using Richpanel.com as the primary customer success platform to handle communications effectively
• Tagging all relevant conversations or orders and using automations to optimize tagging processes
• Organizing and adding new tags for efficient conversation tracking
• Leveraging IF/THEN/AND/OR logic in automation workflows and proposing improvements as needed
• Using Richpanel AI for faster responses while ensuring accuracy and modifying AI responses where necessary
• Managing and updating the self-service knowledge base, ensuring customers can access FAQs, view/manage orders, and initiate support tickets
• Identifying new customer questions and topics, adding them into support processes (response, tagging, knowledge base, etc.)
• Utilizing existing templated responses (macros) and creating new ones for faster replies and consistent messaging
• Compiling reports on customer issues and outreach topics to gain insights into customer needs and identify trends
• Following up with customers who leave negative reviews to assist them with their concerns
• Using Judge.me to request review updates from customers once their issue has been resolved
• Handling warranty claims with 3PL (Flexport) for issues like lost or damaged packages, collecting necessary information, filing, tracking, and responding to claims until resolved
• Overseeing the returns process, including creating returns for eligible customers in Shopify, tracking follow-ups, and issuing refunds as needed
• Generating shipping labels and processing orders via Shopify
• Assisting with operations within Shopify and 3PL software (Flexport)
• Leveraging popular AI tools like ChatGPT for increased productivity and innovative ideas for customer support

Requirements

To be successful in this role, you will need:

• Proven experience in direct-to-consumer eCommerce environments
• Background in customer support, sales, account management, or similar customer-facing roles
• 3-5+ years in a relevant position, ideally within a customer support or account management capacity

Soft Skills

We are looking for individuals who possess the following soft skills:

• Ability to quickly grasp new systems, processes, and product knowledge
• Takes initiative in troubleshooting and identifying opportunities for improvement in assigned business areas
• Approaches challenges with multiple potential solutions and demonstrates creative, independent thinking
• Flexible in a fast-paced, evolving environment and responsive to changing needs
• Skilled in time management, keeping tasks and priorities structured
• Clearly and actively communicates with team members and clients alike

Technical Skills

You will need to be proficient in:

• Managing operations and troubleshooting within Shopify
• Google Sheets, Docs, Slides, Gmail, and Google Calendar
• Experienced with Richpanel, Gorgias, or a similar customer support platform
• Proficient in Slack, Coda, Notion, Asana, or similar project management tools
• Familiarity with ChatGPT, Google Gemini, or other popular AI productivity tools

What We Offer

As a part-time Customer Support Specialist at arenaflex, you will enjoy:

• Competitive hourly rate
• Opportunity to work with a dynamic and innovative company
• Flexible work schedule (20 hours per week)
• Potential to transition to full-time
• Opportunity to learn and grow with our company
• Collaborative and supportive team environment
• Access to cutting-edge technology and tools
• Professional development and training opportunities

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. Apply Now! Apply for this job