Experienced Customer Support Executive – US Operations and Global Support
At arenaflex, we're revolutionizing the way businesses verify assets in real-time. As a fast-growing B2B SaaS company, we're creating a global asset verification platform that empowers auditors to deliver higher quality financial audits and focus on creating greater value for all economic stakeholders. Our current customer base includes prominent big four accountancy firms and global banks, and we're now seeking a dedicated and detail-oriented Customer Support Executive to join our US team and support our global operations.
About arenaflex
arenaflex is a remote-first business, and we're committed to creating a work environment that's flexible, autonomous, and empowering. Our team is passionate about making a difference in the fintech industry, and we're always looking for talented individuals who share our vision. As a Customer Support Executive, you'll be part of a global team that's dedicated to delivering exceptional customer support and driving business growth.
Key Responsibilities
As a Customer Support Executive, you'll be responsible for managing customer inquiries and providing outstanding support related to our audit platform. Your primary focus will be on supporting our US customer base, but you'll also contribute to our global support team based in Dublin. Your key responsibilities will include:
- Responding to customer inquiries via email, phone, and live chat in a timely and professional manner
- Providing accurate information about the platform features, functionality, and troubleshooting steps
- Assisting customers in navigating and using the platform effectively
- Resolving customer complaints and issues efficiently, escalating to higher-level support when necessary
- Troubleshooting technical problems and guiding customers through resolutions
- Collaborating with the technical team to address and resolve complex technical issues
- Maintaining up-to-date knowledge of the audit platform, including new features and updates
- Conducting product demonstrations and training sessions for customers
- Creating and updating support documentation, FAQs, and guides to enhance customer self-service capabilities
- Gathering customer feedback and providing insights to the product development team for continuous improvement
- Building and maintaining strong relationships with customers, ensuring high levels of customer satisfaction and loyalty
- Proactively following up with customers to ensure their issues are resolved and they are satisfied with the platform
- Tracking and documenting customer interactions, issues, and resolutions in the customer support system
- Analyzing support data to identify trends and areas for improvement
- Preparing regular reports on customer support metrics and performance
Team Support
As a Customer Support Executive, you'll be part of the US team and support that team in their efforts to grow the US business. You'll also contribute to the global support team based in Dublin, following centralized processes and supporting the central operational function in building out customer documentation and providing cover for European customer queries.
Candidate Requirements
To succeed in this role, you'll need to be a highly motivated and detail-oriented individual with a passion for delivering exceptional customer support. You'll require:
- A Bachelor's Degree or equivalent
- 2+ years of experience in customer support, preferably in the fintech or audit industry
- Experience supporting a SAAS platform
- Excellent verbal and written communication skills
- Ability to troubleshoot and solve technical problems
- Proficiency in using customer support software and tools (Intercom a plus)
- Strong organizational and multitasking skills
- Ability to work independently and as part of a team
- High level of empathy and customer service orientation
- An interest or experience in Fintech/Financial Services would be a bonus
Benefits
As a Customer Support Executive at arenaflex, you'll enjoy a range of benefits, including:
- Competitive salary
- A small team with a friendly environment that promotes autonomy for you to self-manage your time
- Remote-working and flexible working hours
- Great opportunity for career progression with hands-on experience
- Freedom of expression is encouraged
About the Company
arenaflex is a PSD2/Open Banking regulated platform built to automate audit confirmations and verify transactions at source. We're committed to making a difference in the fintech industry, and we're always looking for talented individuals who share our vision.
How to Apply
If you're a highly motivated and detail-oriented individual with a passion for delivering exceptional customer support, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job