Experienced Customer Support Executive - Americas (100% Remote)

Join arenaflex, a 100% remote, profitable, and rapidly growing company, as we continue to revolutionize the CRM industry with our innovative approach to better communication and productivity. Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, remote environment where autonomy and collaboration are valued? If so, we invite you to join our arenaflex team as a Customer Support Executive, where you'll play a critical role in helping our customers achieve their goals and succeed with our CRM solution.

About arenaflex

arenaflex is a bootstrapped, profitable, and 100% remote company that values autonomy, impact, and customer satisfaction. Since 2013, we've been building a CRM that focuses on better communication, without the hassle of manual data entry or complex UI. Our goal is to double the productivity of every sales rep, and we're committed to achieving this through our innovative approach, exceptional customer support, and a culture that values collaboration, transparency, and continuous learning.

The Role

As a Customer Support Executive, you'll be responsible for providing an exceptional service experience for our customers, answering their questions, resolving technical problems, and delivering support experiences that represent the arenaflex support philosophy. This role requires a high level of independence, immediate responsibility, and a consultative approach to support. You'll be part of a small, collaborative, and fast-paced team that values productivity, quality, and impact.

Key Responsibilities

* Respond to customer support tickets via email and occasionally take support calls during American business hours (ET, CT, MT, or PT)

• Become a Close product expert, gaining a deep understanding of our product features, integrations, and capabilities
• Escalate issues to senior support staff and engineering as needed
• Prevent and detect fraud, conducting systematic and periodic reviews of new user sign-ups to confirm they're enthusiastic Close customers and not malicious or fraudulent users
• Review and facilitate any billing changes, updates, refunds, or credits
• Identify bugs in the system and outline them for our engineering team to resolve
• Coordinate with our Customer Success team to provide extra support to large customers
• Maintain help center documentation and create content for new and updated features

Essential Qualifications

* Physically based in an ET, CT, MT, or PT time zone

• Highly proficient in the English language - written and verbal
• Experience working with remote teams from around the world
• At least 2 years of experience working in a customer-facing support role at a technology company
• Knowledge of the SaaS + CRM landscape, with experience using other sales platforms or systems frequently integrated with Close
• Bonus points for technical or coding experience, familiarity with VoIP, email, network management, APIs, etc.

Preferred Qualifications

* Experience working with CRM systems, particularly Close

• Familiarity with Help Scout, Sift, Stripe, Twilio, Plivo, Guru, and Asana
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work independently and collaboratively in a remote environment

Skills and Competencies

* Excellent customer service skills, with a focus on delivering exceptional support experiences

• Strong analytical and problem-solving skills, with the ability to identify and resolve technical issues
• Excellent communication and interpersonal skills, with the ability to collaborate with colleagues and customers in a remote environment
• Ability to work independently and collaboratively, with a focus on productivity, quality, and impact
• Strong technical skills, with experience using CRM systems, particularly Close
• Familiarity with Help Scout, Sift, Stripe, Twilio, Plivo, Guru, and Asana

Career Growth Opportunities and Learning Benefits

* Opportunity to work with a rapidly growing company that values innovation, customer satisfaction, and employee growth

• Collaborative and supportive work environment that encourages continuous learning and professional development
• Access to training and development programs that help you grow your skills and expertise
• Opportunity to work with a diverse team of talented professionals from around the world

Work Environment and Company Culture

* 100% remote work environment, with flexible scheduling and autonomy to manage your time effectively

• Collaborative and supportive team culture that values productivity, quality, and impact
• Asynchronous communication and collaboration, with a focus on productivity and quality
• Appreciation for deep work, with a focus on delivering high-quality results
• Autonomy and freedom to create a work environment that is sustainable for you

Compensation, Perks, and Benefits

* Competitive salary and benefits package, including medical, dental, vision, and 401k matching

• 5 weeks PTO + Winter Holiday Break with 2 additional PTO days for every year you're with the company
• 1 month paid sabbatical every 5 years
• Paid parental leave
• Dependent care FSA (US residents)
• Our story and team culture, with a focus on building a house you want to live in

Why Join arenaflex?

* Join a rapidly growing company that values innovation, customer satisfaction, and employee growth

• Collaborate with a diverse team of talented professionals from around the world
• Enjoy a flexible and autonomous work environment that values productivity, quality, and impact
• Access to training and development programs that help you grow your skills and expertise
• Opportunity to work with a CRM solution that focuses on better communication, without the hassle of manual data entry or complex UI

How to Apply

If you're a customer-centric professional with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter that highlights your experience, skills, and qualifications. We look forward to hearing from you! Apply for this job