Experienced Full Stack Customer Support Specialist – Payment Infrastructure Solutions
At arenaflex, we're revolutionizing the way digital product companies approach their payment infrastructure. We're a Merchant of Record, taking away the pain of payment fragmentation and providing a faster, safer, and more cost-effective solution for our customers. With over 5000 software sellers in 245 territories globally, we're a leading player in the industry, backed by top investors like KKR, FTV Capital, Kindred, Notion, and 83North. We're now looking for an experienced Full Stack Customer Support Specialist to join our growing team. As a key member of our customer support team, you'll be responsible for providing top-notch support to our software clients, cultivating strong customer satisfaction, and ensuring we deliver effective and supportive customer interactions. If you're passionate about customer support, have a strong sense of empathy, and enjoy solving technical challenges, we'd love to hear from you.
About the Role
As a Senior Customer Support Specialist at arenaflex, you'll be working with a global team of experienced support specialists, reporting into the Customer Support Team Lead. You'll be empowered to have a voice in shaping the future of our department and contribute to making our customer-centric team successful. This is a fantastic opportunity to grow your career, develop your skills, and make a real impact on our customers' businesses.
Key Responsibilities
* Respond to and resolve customer queries through all our channels (including email, chat, and Twitter), empowering our customers to get the most out of arenaflex and grow their businesses
- Drive our Product Feedback program to advocate for our software sellers and improve arenaflex by incorporating user feedback
- Increase customer satisfaction and build loyalty by providing amazing, personal customer support
- Help to develop our team and arenaflex through contributions to our Knowledge Bases, FAQs, Developer Documentation, and innovating on existing processes, as well as identifying inefficiencies in existing support workflows
- Escalate critical support issues to the appropriate internal channels, and support system-wide status updates
Essential Qualifications
* 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product
- Proficient English speaker
- Basic knowledge of HTML, CSS, and JavaScript, and experience using browser developer tools to investigate issues with seller's implementations
- Experience using and testing APIs, as well as giving customer support on API-related queries
- Comfortable making basic SQL queries
- Used to working remotely and highly organized in communicating with teams across different time zones (GMT, AEST, EST)
- Enjoy interacting with and helping people, and seek to empower and educate our customers
- Bring solutions to the table, not just problems, but aren't afraid to point out where we're going wrong
- Share experiences and feedback with others to build your skills
- Continuously seek to improve, rather than settling for the current state
- Comfortable communicating and discussing technical concepts with both technical and non-technical audiences
- Have an investigative mindset and like to think out of the box
Preferred Qualifications
* Have worked for a B2B SaaS company, ideally offering customer support to other software companies
- Thrive in a dynamic environment and can adapt to evolving priorities. We value agility and decisive action, even when not all variables are known
Why Join arenaflex?
At arenaflex, we're committed to removing invisible barriers, both for our customers and within our own teams. We recognize and celebrate that every Paddler is unique and welcome every individual perspective. As an inclusive employer, we don't care if, or where, you studied, what you look like, or where you're from. We're more interested in your craft, curiosity, passion for learning, and what you'll add to our culture. We encourage you to apply even if you don't match every part of the job ad, especially if you're part of an underrepresented group.
Our Culture
We're a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative, and respectful culture. We live and breathe our values, which are:
- Paddle for others: We put our customers at the heart of everything we do.
- Paddle together: We work collaboratively as a team to achieve our goals.
- Paddle simply: We strive for simplicity and clarity in everything we do.
Benefits
We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare, and well-being initiatives. We're a 'digital-first' company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! We offer all team members unlimited holidays and enhanced parental leave. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training.
How to Apply
If you're passionate about customer support, have a strong sense of empathy, and enjoy solving technical challenges, 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! Apply for this job