At arenaflex, we're on a mission to revolutionize the way we approach customer success and support. As a leading innovator in the industry, we're seeking an experienced, passionate, and humble Customer Success Representative to join our team and help us scale to the next level. This part-time, remote role is a unique blend of Customer Success (proactive) and Customer Support (reactive), offering the perfect opportunity for someone who is obsessed with data-driven decision making and helping customers.
**About arenaflex**
arenaflex is a dynamic and forward-thinking company that is dedicated to delivering exceptional customer experiences. Our team is passionate about using data-driven insights to drive business growth and improve customer satisfaction. With a strong focus on innovation and customer-centricity, we're constantly looking for ways to improve our processes and services. As a Customer Success Representative at arenaflex, you'll be at the forefront of this mission, working closely with our Operations and Product departments to ensure that our customers receive the best possible support.
**What Your Day-to-Day Looks Like**
As a Customer Success Representative at arenaflex, your day-to-day will be filled with exciting challenges and opportunities to make a real impact. Here are some of the key responsibilities you'll be expected to handle:
* **Monitoring Real-Time Metrics**: You'll be responsible for monitoring real-time metrics to maintain healthy call center production and identifying signs of poor health. This will require you to be proactive and take prompt action to address any issues that arise.
* **Customer Support**: You'll be the primary point of contact for customers, responding to their inquiries and service requests in a professional and courteous manner. This will require you to be highly accountable and responsive, with a focus on delivering exceptional customer experiences.
* **Communication with Internal Teams**: You'll work closely with our Operations and Product departments, as well as BPO leads, to solve issues related to the ordering platform or agent staffing. This will require you to be a strong communicator and problem-solver, with the ability to escalate issues to our Account Management and Leadership teams as needed.
* **Onboarding New Customers**: You'll be responsible for supporting the onboarding of new customers, including creating accounts in our database, verifying telephony setup, and answering questions.
* **Knowledge Base Management**: You'll help maintain our knowledge base for customers and assist in the creation of new SOPs (Standard Operating Procedures).
* **Tracking and Documentation**: You'll track and document all happenings in HubSpot, follow up on open tickets from earlier in the day/week, and contact Restaurant partner locations as needed to facilitate order recovery.
**What's in it for YOU**
As a Customer Success Representative at arenaflex, you'll enjoy a range of benefits and perks that will make your work-life balance a breeze. Here are some of the highlights:
* **Flexible, Part-time Hours**: You'll have the flexibility to work part-time hours, with hourly pay that reflects your value to the team.
* **Generous Stock Option Plan**: You'll be eligible for a generous stock option plan, which will give you a stake in the company's success.
* **Unlimited PTO**: You'll have unlimited paid time off, so you can take breaks whenever you need them.
* **100% Remote Work**: You'll have the freedom to work from anywhere, at any time, as long as you have a stable internet connection.
* **Opportunity to "Wear Lots of Hats"**: You'll have the opportunity to take on a range of responsibilities and accelerate your career.
* **Ownership, Responsibility, and Empowerment**: You'll have the autonomy to make decisions and take ownership of your work, with the support and guidance of our leadership team.
* **Incredible Teammates and a Caring Workplace Culture**: You'll be part of a dynamic and supportive team that is passionate about delivering exceptional customer experiences.
**What Sets You Up for Success**
To succeed in this role, you'll need to have a combination of skills, experience, and personal qualities. Here are some of the key requirements:
* **3+ Years of Experience**: You'll need to have at least 3 years of experience in a data-heavy, technical-product-focused customer support/success role. True call center experience would be a plus.
* **Flexible/Open Availability**: You'll need to be flexible and available to work a range of hours, including evenings and weekends.
* **Metrics-Savvy & Proactive**: You'll need to be metrics-savvy and proactive, with the ability to monitor metrics real-time and make decisions based on data to protect business stability and efficiency.
* **Accountable & Independent**: You'll need to be accountable and independent, with the ability to work self-directed and take pride in your work.
* **Tech Savvy**: You'll need to be computer-savvy, with experience using CRM/ticketing systems a plus.
**How to Apply**
If you're passionate about customer success and support, and you're looking for a challenging and rewarding role that will allow you to make a real impact, then we want to hear from you. Please apply through our website, and we'll be in touch to discuss your application further.
**Equal Opportunities Employer**
arenaflex is an equal opportunities employer, and we welcome applications from all qualified candidates. We're committed to creating a diverse and inclusive workplace culture that reflects the communities we serve.