**Experienced Customer Support Representative II – Global Operations and Customer Success**
At arenaflex, we're on a mission to revolutionize the property management industry by providing innovative solutions that streamline communications, operations, and growth. As a leading SaaS company, we're dedicated to helping property managers succeed by offering a comprehensive CRM, operations and maintenance workflow automation, and centralized communication platform tailored specifically for the property management industry.
We're a dynamic and innovative team that's passionate about making a positive impact on people's lives. Our team is composed of seasoned leaders from SaaS, property management, and real estate businesses with significant high-growth company experience. We're a boot-strapped startup with product-market fit, scaling revenue, and a large addressable market opportunity.
**Join Our Team**
At arenaflex, we foster a culture of transparency and open communication, ensuring that employees feel valued and empowered to contribute to the company's success. We offer a supportive and collaborative work environment, competitive salaries, and a range of perks and benefits. If you're driven by making a positive impact on people's lives and want to support our mission, we'd love to hear from you.
**Role Summary**
The mission of the Customer Support Representative II is to assist customers by providing advanced technical support on issues escalated by the Customer Support Representative I team. The focus is to troubleshoot and resolve complex issues to increase customers' interaction with the product to improve full adoption.
**Key Responsibilities**
* Assist customers by providing advanced technical support on issues escalated by the Customer Support Representative I team
* Troubleshoot and resolve complex issues to increase customers' interaction with the product to improve full adoption
* Respond to customer inquiries and own the outcome
* Handle an equal amount of work dispersed amongst the team
* Update or write at least one help article per month
* Maintain high CSAT Score of 96.0%
* Cultivate strong and enduring relationships with clients across all levels through professional communication, fostering loyalty
* Demonstrate adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy
* Possess a deep understanding of arenaflex's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs
* Open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement
**Perks and Benefits**
* 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're Looking For**
We're looking for a highly motivated and customer-centric individual who is passionate about delivering exceptional customer support. If you're a problem-solver with excellent communication skills and a strong understanding of SaaS technology, we'd love to hear from you.
**Application Process**
Selected candidates might have written assessments and multiple interviews with different people. We'll do whatever it takes to get the right person in the right seat.
**Work Environment**
We're a remote-friendly company, and you can work from anywhere in the world as long as you're in a North America time zone. We're flexible and understand that work-life balance is essential.
**Why Join Us?**
At arenaflex, we're committed to making a positive impact on people's lives. We're a team of A-players who are passionate about delivering exceptional customer support and driving business growth. If you're looking for a challenging and rewarding role that offers opportunities for growth and development, we'd love to hear from you.
**Apply Now**
If you're ready to join a dynamic and innovative team that's passionate about making a positive impact on people's lives, apply now. We can't wait to hear from you!
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