Experienced Customer Support Representative II – Global Operations

At arenaflex, we're on a mission to revolutionize the property management industry by providing intuitive, powerful tools that enable property managers to efficiently manage their properties, improve tenant satisfaction, and drive growth. As a leading SaaS company, we're dedicated to helping property managers streamline their communications, operations, and growth. Our comprehensive CRM, operations and maintenance workflow automation, and centralized communication platform are tailored specifically for the property management industry. We're a boot-strapped startup with product-market fit, scaling revenue, and a large addressable market opportunity. Our team is composed of seasoned leaders from SaaS, property management, and real estate businesses with significant high-growth company experience. Joining arenaflex means becoming part of a dynamic and innovative team that is dedicated to helping property managers succeed.

About the Role

We're seeking an experienced Customer Support Representative II to join our global operations team. As a key member of our support team, you'll be responsible for providing advanced technical support to our customers, troubleshooting and resolving complex issues, and ensuring high levels of customer satisfaction. You'll work closely with our technical teams to resolve issues and provide solutions to our customers.

Responsibilities

* Provide advanced technical support to customers, troubleshooting and resolving complex issues

• Work closely with technical teams to resolve issues and provide solutions to customers
• Ensure high levels of customer satisfaction through effective communication and problem resolution
• Collaborate with the support team to resolve issues and provide solutions to customers
• Develop and maintain a deep understanding of arenaflex's capabilities and features
• Communicate effectively with customers, providing clear and concise solutions to their issues
• Work independently to resolve issues and provide solutions to customers
• Collaborate with the support team to develop and maintain knowledge base articles and other support resources
• Participate in ongoing training and development to stay up-to-date on arenaflex's products and services

Expectations for Your First 90 Days

* Confidence in handling customer issues independently by 90 days

• CSR will respond to customer inquiries and own the outcome
• Equal contributor of workload responsibilities
• Customer Obsession - Maintain high CSAT Score of 96.0%
• Update or write at least one help article per month

A Day in the Life of...

* Customer-Centric Approach: Cultivates strong and enduring relationships with clients across all levels through professional communication, fostering loyalty

• Problem Resolution Proficiency: Demonstrates adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy
• Consultative Expertise: Possesses 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

* 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 Offer

* A dynamic and innovative team that is dedicated to helping property managers succeed

• A supportive and collaborative work environment
• Competitive salaries
• A range of perks and benefits
• Ongoing training and development opportunities
• A chance to make a positive impact on people's lives

How to Apply

If you think you would thrive in our environment and make an impact for our customers, we'd love to talk to you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We're an equal opportunities employer and welcome applications from diverse candidates.

Note

We are only accepting applications outside of the US that can work in North America time zones. We're a remote-friendly company and welcome applications from candidates who can work from anywhere in the world. Apply for this job