Experienced Customer Support Specialist – Hotel Onboarding & RFP Management | $50K-$60K + Remote | arenaflex

About arenaflex

arenaflex is a high-growth, $3M seed-funded B2B SaaS startup revolutionizing how event professionals source and book venues. Their platform streamlines and simplifies event booking management in real time for event planners, hospitality professionals, and DMOs. With a user base of 150K+ hotels, including industry leaders such as Marriott, Hilton, and Hyatt, arenaflex is poised for rapid expansion and growth.

A Culture of Innovation and Collaboration

At arenaflex, we value accountability, an ownership mindset, and a data-driven approach. Our collaborative team is where each person's contributions directly impact their success. We're scaling fast, and micromanagement doesn't exist – you'll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes. You'll work closely with our founders and C-Suite, allowing you to make a real difference and be part of strategic decisions.

Benefits of Joining arenaflex

* Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental.

• Maternity Leave: Support for growing families.
• Future 401K Plan: Coming soon!
• Quarterly Meetups: Connect and collaborate in person with the team.
• Remote work budget and opportunities for leadership advancement.

Job Description

We're seeking a detail-oriented, people-first Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It's a hybrid of responsive customer support and proactive outreach to hotels that need to join the platform to respond to active RFPs.

Responsibilities

*

Customer Support

+ Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone. + Update and improve existing support content and macros to reflect product updates. + Provide feedback to product and customer success teams to improve user experience.

Hotel Onboarding & RFP Management

+ Proactively reach out to hotels that need to join our platform to respond to planner RFPs. + Follow a proven script and onboarding process, adapting when needed. + Track and maintain consistent follow-ups with hotels. + Maintain and update hotel contact information and associate hoteliers with their properties. + Monitor RFP response rates and identify/prioritize overdue RFPs. + Facilitate communication between hotels and planners. + Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.

Help Center

+ User Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content. + Collaboration: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.

Qualifications

* 1-3+ years of experience in SaaS customer support, ideally in a startup environment.

• Self-motivated with a track record of working well independently.
• Must be comfortable being on the phone with customers.
• Excellent communication skills, both written and verbal.
• Must be able to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule.
• Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
• Must be comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
• Highly proactive beyond owning a customer support process – not an order taker.
• A clear, professional communicator, both written and verbal.
• Comfortable with learning and utilizing customer support tools, email, and chat messaging.
• Process-oriented yet adaptable in a fast-moving environment.
• Highly organized and proactive with strong follow-through.
• Experience or interest in the events/hospitality industry is a bonus.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping you grow and develop your skills. You'll have access to:

• Regular training and development opportunities to enhance your knowledge and skills.
• Mentorship from experienced team members to guide you in your role.
• Opportunities to take on new challenges and responsibilities as you grow with the company.
• A dynamic and supportive team environment that encourages collaboration and innovation.

Work Environment and Company Culture Highlights

* Remote work options with a flexible schedule.

• Collaborative and dynamic team environment.
• Opportunities for growth and advancement.
• Recognition and rewards for outstanding performance.
• Access to cutting-edge technology and tools.
• A culture of innovation, creativity, and experimentation.

Compensation, Perks, and Benefits

* Competitive salary range of $50K-$60K.

• Comprehensive health coverage for you and your dependents.
• Maternity leave and other family-friendly benefits.
• Future 401K plan and other retirement benefits.
• Quarterly meetups and other team-building activities.
• Remote work budget and opportunities for leadership advancement.

How to Apply

If you're a motivated and customer-focused individual looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Apply for this job