Experienced Customer Support Associate – Mobile Lottery App Support

At arenaflex, we're revolutionizing the $300B global lottery market by modernizing the way people play the lottery. Our mobile lottery app offers a secure and convenient way for players to order official state lottery tickets, such as Powerball, Mega Millions, and more. We're creating a more fun, responsible, and inclusive experience for everyone, including grandma. As a Customer Support Associate, you'll play a vital role in delivering exceptional support and experiences to our end users.

About arenaflex

arenaflex is a leading mobile lottery app in the U.S., dedicated to providing a secure, fun, and responsible way to play the lottery. Our mission is to modernize the lottery industry by leveraging cutting-edge technology and innovative solutions. We're committed to creating a positive impact on our customers' lives and fostering a culture of inclusivity, diversity, and excellence.

Job Summary

We're seeking an experienced Customer Support Associate to join our team. As a key member of our support team, you'll be responsible for providing outstanding support and delivering exceptional customer experiences across multiple channels. You'll be an expert resource for our end users, handling incoming inquiries and requests with professionalism, empathy, and a positive attitude.

Responsibilities

As a Customer Support Associate, you'll be responsible for:

• Responding to all customer inquiries and support requests across multiple channels, including phone, voicemail, in-app and web messaging, email, and social media, to ensure users' needs are met and issues are resolved.
• Managing ID verifications, ACH requests, chargebacks, and other day-to-day operational functions to maintain a seamless customer experience.
• Communicating with end users via various channels to ensure positive customer experiences and resolve complex issues.
• Collaborating with internal functions and external third parties to resolve complex issues and provide exceptional support.
• Continuously building and maintaining expert-level product knowledge to provide accurate and up-to-date information to customers.

Qualifications

To be successful in this role, you'll need:

• Prior B2C high-volume support experience, preferably in a customer-facing role.
• Proficiency with customer support platforms such as Helpshift or Zendesk.
• Excellent communication skills, both verbal and written, to effectively interact with customers and internal teams.
• Bilingual proficiency in English and Spanish to cater to our diverse customer base.
• Experience communicating with customers via social media, app store reviews, and other digital channels.
• Familiarity with payment processing systems and dispute resolution, including ACH, credit cards, and chargebacks.
• Willingness and ability to work flexible and/or extended hours, including evenings and overnight shifts.

Essential Skills and Competencies

To excel in this role, you'll need:

• Excellent problem-solving and analytical skills to resolve complex issues.
• Strong communication and interpersonal skills to interact with customers and internal teams.
• Ability to work in a fast-paced environment with multiple priorities and deadlines.
• Strong attention to detail and organizational skills to manage multiple tasks and requests.
• Ability to maintain confidentiality and handle sensitive customer information.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Support Associate, you'll have opportunities to:

• Develop your expertise in customer support and product knowledge.
• Collaborate with internal teams to resolve complex issues and improve processes.
• Participate in training and development programs to enhance your skills and knowledge.
• Contribute to the growth and success of our company.

Work Environment and Company Culture

arenaflex is a remote-friendly company, offering a flexible and dynamic work environment. As a Customer Support Associate, you'll work from the comfort of your own home, with the flexibility to manage your schedule and work at your own pace. Our company culture is built on values of inclusivity, diversity, and excellence, with a focus on providing exceptional customer experiences.

Compensation, Perks, and Benefits

As a Customer Support Associate, you'll receive:

• A competitive hourly rate of $28 per hour.
• Opportunities for career growth and professional development.
• Flexible and remote work arrangements.
• Access to training and development programs.
• A comprehensive benefits package, including health insurance, paid time off, and more.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a strong background in customer support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, our services, programs, and activities. To request a reasonable accommodation, please contact our HR team at [insert contact information]. Apply for this job