Experienced Customer Operations & Support Specialist – Construction Tech & SaaS Industry Expert
At arenaflex, we're revolutionizing the way construction projects are managed, and we're looking for a talented Customer Operations & Support Specialist to join our team. As a key member of our Customer Operations & Support Team, you'll be responsible for ensuring our customers get the most out of our platform, Fieldwire, by providing exceptional support, creating valuable resources, and driving customer success.
About arenaflex
arenaflex is a San Francisco-based construction management software used on over 1 million projects worldwide. We're building a field and project management platform that reflects our obsession with improving the way construction teams work together, providing operational excellence for a $10 Trillion/year industry. With an exceptional product market fit, we're delivering a superior, easy-to-use web and mobile app that's driven by the voice of our customers.
Our Mission
Our core mission is to be the most customer-success driven company with the most intuitive App in Construction Tech. To execute that mission, our Customer Operations & Support Team owns direct communication channels with our existing and potential new customers, authoring and localizing our user-facing Knowledge base, direct customer onboardings and webinars for small and self-serve accounts, and high-volume internal account operations processes.
Your Role
As a Customer Operations & Support Specialist, you'll be responsible for:
- Mastering the Fieldwire product and answering inbound phone calls, emails, and messages, persistently driving each issue to resolution
- Triage and troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures
- Update existing knowledge base articles, setup guides, and instructional videos
- Create and deliver administrator and end user trainings that successfully onboard new customers
- Execute basic account operations tasks, configuring custom contracts for our sales team and their customers, and performing account set up plus various other backoffice admin processes
- Contribute to the execution of cross-functional projects with product, engineering, marketing, sales, and success teams that champion the voice of the customer and deliver new processes, automations, and customer outreach programs
Required Skills and Experience
* 1-3 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
- Must be able and willing to work from 8am-5pm Pacific Time (However, the applicant does not need to be located in Pacific Timezone)
- Articulate, effective written and verbal communication skills
- Positivity, empathy, and patience in both internal and external interactions
- Strong time management skills; experience and/or interest in working on a remote team
- Owner mentality and can-do attitude; creative problem solver who asks for help as readily as they give it
- Great to work with (ambitious and committed, humble and fun); desire to learn in a dynamic startup environment and grow your career with us for the long term
Nice to Have
* Second language fluency: Spanish is highly preferred!
- Prior experience with Zendesk, Salesforce, and/or equivalent digital Support and CRM platforms
- Proven experience creating issues in Jira and internal documentation in Confluence, or similar software
- Experience developing and maintaining customer-facing and/or internal docs
- Experience contributing to internal process development and/or account management
- Previous experience in or knowledge of the construction industry
Benefits
* Competitive Salary
- Performance Bonus
- Medical/Dental/Vision Insurance
- 401k with company match
- Generous PTO
- Fully remote flexibility and home office stipend
- Annual education stipend
Compensation
Total annualized cash compensation for a Customer Operations & Support Specialist ranges from $50,000 - $60,000 including annual bonus potential.
What We Offer
* A dynamic and supportive team environment
- Opportunities for growth and professional development
- A comprehensive benefits package
- A competitive salary and bonus structure
- A fully remote work environment with flexible hours
- A chance to work on a cutting-edge product that's revolutionizing the construction industry
How to Apply
If you're passionate about customer success, have a strong work ethic, and are excited to join a dynamic team, 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!
Equal Opportunity Employer
arenaflex is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other characteristic protected by law. Apply for this job