Senior Customer Support Representative – Expert Text and Payment Support Specialist

At arenaflex, we're on a mission to deliver impactful conversational messaging and convenient payment solutions to highly regulated businesses. As a Senior Customer Support Representative, you'll play a vital role in supporting our company's rapid growth by providing exceptional text and payment support to our customers. If you're an energetic, persistent customer advocate and problem solver with a passion for increasing customer happiness and deepening customer relationships, we want to hear from you.

Job Summary

arenaflex is seeking an experienced Senior Customer Support Representative to join our team. As a key member of our support team, you'll be responsible for handling high-priority inbound customer requests, managing issues in collaboration with technical partners, and analyzing customer requests to ensure adherence to service level agreements (SLA). You'll work in a fast-paced environment, utilizing your analytical and problem-solving skills to translate customer needs into a plan of action. If you're a detail-oriented, self-motivated, and adaptable individual with a focus on delivering exceptional customer experiences, we encourage you to apply.

Job Specific Duties and Responsibilities

As a Senior Customer Support Representative at arenaflex, you'll be responsible for:

• Resolving complex inbound customer support and technical questions, requests, and issues
• Delivering expert knowledge and technical consulting by phone, email, chat, and webinar channels
• Developing an expert-level working knowledge of arenaflex's products, structures, workflows, platform features, and industry regulations
• Taking ownership and accountability of customer requests, contributing to a high level of Customer Satisfaction (CSAT)
• Managing customer escalations with persistence and urgency
• Ensuring customers receive the appropriate level of detail and follow-through
• Utilizing available tools and operational processes in accordance with arenaflex policies, procedures, and SLAs
• Handling customer complaints with care, ensuring they are brought to the attention of leadership
• Managing a queue of tickets, maintaining clear communication, internally and externally
• Maintaining accurate and detailed records of customer interactions, action items, and file documentation
• Remaining current on arenaflex platform releases, compliance updates, and changes in company policies
• Contributing to the development of the arenaflex Knowledge Base
• Collaborating with management to effectively train and mentor junior staff members, as needed

Compliance Duties

As a Senior Customer Support Representative, you'll also be a key supporter of compliant texting, including:

• Identifying non-conforming processes
• Promoting best practices in compliance with customers
• Staying current on industry regulations, including FDCPA, TCPA, CTIA, and other industry-related requirements
• Adhering to the Company's Code of Conduct/Ethics
• Ensuring the security of information

Competencies and Experience

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

• 3+ years of applicable Senior Customer Support experience working in a technical or Software-as-a-Service (SaaS) support or success capacity
• Experience managing higher complexity, larger customer requests in a fast-paced environment
• Experience with Postman and SoapUI
• Proven analytical and problem-solving skills
• Excellent detail-oriented, organizational, and time management skills
• Ability to listen and collaboratively problem-solve
• Passion for increasing customer happiness and deepening customer relationships
• Proficient in working with Microsoft Office and Zoom phone/webinars
• Customer focus and adaptability to different personality types and situations
• Excellent verbal and written communication skills
• Projects a professional and appropriate arenaflex image in all dealings with clients, vendors, business partners, and visitors
• Experience with texting and/or payment solutions is a plus
• HubSpot, Salesforce, and Jira experience is a plus
• Bachelor's degree is preferred

General Duties and Responsibilities

As a Senior Customer Support Representative at arenaflex, you'll also be expected to:

• Adhere to the Company's Code of Conduct/Ethics
• Create and maintain effective working relationships with other arenaflex employees
• Ability to multi-task, prioritize, and manage time effectively
• Contribute to the professional culture within the office and the company overall
• Project a professional and appropriate arenaflex image in all dealings with clients, vendors, business partners, and visitors
• Ensure security of information in all matters pertaining to company, client, and consumer information

About arenaflex

arenaflex was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, arenaflex is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking, and lending, trust arenaflex to ensure convenient, effective, and compliant relationships with their millions of consumers. arenaflex is headquartered in Dallas, TX, with remote teams and offices throughout the United States.

Game-changing Technology Built for Growth

arenaflex is changing the way highly regulated businesses engage, interact, and transact with customers via their mobile devices. Since adding its first customer, arenaflex has quickly become the leading text provider to consumer finance companies and various other regulated industries. Recognized as part of the Inc. 5000 fastest-growing companies as well as Best Places to Work, arenaflex continues to evolve and expand through the addition of great employees who desire an exciting, collaborative culture.

arenaflex's Commitment to Diversity and Inclusion

arenaflex is committed to promoting the values of diversity and inclusion throughout the business. Whether it's through recruitment, retention, career progression, or training and development, we're committed to improving opportunities for people regardless of their background or circumstances.

What We Offer

As a Senior Customer Support Representative at arenaflex, you'll enjoy:

• Competitive salary and benefits package
• Opportunity to work with a leading provider of enterprise texting solutions
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Opportunities to contribute to the development of arenaflex's products and services

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We can't wait to hear from you! Apply for this job