Experienced Full Stack Customer Support Specialist – Software and Payments Expert

At arenaflex, we're revolutionizing the way digital product companies approach their payment infrastructure. As a Senior Customer Support Specialist, you'll be at the forefront of delivering exceptional support to our growing base of software clients, empowering them to grow their businesses through our innovative Merchant of Record approach. Join our global team of experts and be part of a dynamic, customer-centric environment that values empathy, creativity, and technical expertise.

About arenaflex

arenaflex is a pioneering fintech company that's changing the game for digital product companies. Backed by top investors, including KKR, FTV Capital, Kindred, Notion, and 83North, we serve over 5000 software sellers in 245 territories globally. Our mission is to provide a seamless, secure, and cost-effective payment experience that sets us apart from the competition.

The Role

As a Senior Customer Support Specialist, you'll be responsible for delivering top-notch support to our software clients, cultivating strong customer satisfaction, and ensuring effective and supportive customer interactions. You'll work closely with our global team of experts to resolve complex technical issues, drive our Product Feedback program, and contribute to the development of our Knowledge Bases, FAQs, and Developer Documentation.

Key Responsibilities:

* Respond to and resolve customer queries through all our channels (including email, chat, and Twitter), empowering our customers to get the most out of arenaflex and grow their businesses

• Drive our Product Feedback program to advocate for our software sellers and improve arenaflex by incorporating user feedback
• Increase customer satisfaction and build loyalty by providing amazing, personal customer support
• Help to develop our team and arenaflex through contributions to our Knowledge Bases, FAQs, Developer Documentation, and innovating on existing processes, as well as identifying inefficiencies in existing support workflows
• Escalate critical support issues to the appropriate internal channels, and support system-wide status updates

Essential Qualifications:

* 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product

• Proficient English speaker
• Basic knowledge of HTML, CSS, and JavaScript, and experience using browser developer tools to investigate issues with seller's implementations
• Experience using and testing APIs, as well as giving customer support on API-related queries
• Comfortable making basic SQL queries
• Used to working remotely and highly organized in communicating with teams across different time zones (GMT, AEST, EST)
• Enjoy interacting with and helping people, and seek to empower and educate our customers
• Bring solutions to the table, not just problems
• Share experiences and feedback with others in order to build your skills
• Continuously seek to improve, rather than settling for the current state
• Comfortable communicating and discussing technical concepts with both technical and non-technical audiences
• Investigative mindset and like to think out of the box

Preferred Qualifications:

* Experience working for a B2B SaaS company, ideally offering customer support to other software companies

• Thrive in a dynamic environment and can adapt to evolving priorities. We value agility and decisive action, even when not all variables are known

Why Join arenaflex?

* We're a diverse, growing group of experts across the globe who pride ourselves on our transparent, collaborative, and respectful culture

• We live and breathe our values, which are:

+ Paddle for others + Paddle together + Paddle simply

• We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare, and well-being initiatives
• We're a 'digital-first' company, which means you can work remotely, from one of our stylish hubs, or even a bit of both!
• We offer unlimited holidays and enhanced parental leave
• We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training

Everyone is Welcome at arenaflex

At arenaflex, we're committed to removing invisible barriers, both for our customers and within our own teams. We recognize and celebrate that every arenaflex employee is unique and we welcome every individual perspective. As an inclusive employer, we don't care if, or where, you studied, what you look like or where you're from. We're more interested in your craft, curiosity, passion for learning, and what you'll add to our culture. We encourage you to apply even if you don't match every part of the job ad, especially if you're part of an underrepresented group. Please let us know if there's anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We're committed to building a diverse team where everyone feels safe to be their authentic self. Let's grow together. Apply for this job