Experienced Technical Customer Service/Onboarding Specialist – Franchise Business Solutions

At arenaflex, we're on a mission to revolutionize the way franchise businesses operate by providing cutting-edge software solutions that drive growth, efficiency, and customer satisfaction. As a key member of our team, you'll play a vital role in delivering exceptional customer experiences, onboarding new clients, and driving business success. If you're a proactive, technically savvy, and customer-focused professional with a passion for franchise businesses, we want to hear from you!

About arenaflex

arenaflex is a leading provider of SaaS solutions for franchise businesses, empowering entrepreneurs and business owners to streamline operations, improve customer engagement, and drive measurable revenue. Our innovative platform is designed to meet the unique needs of franchise businesses, and our team is dedicated to delivering exceptional customer service and support.

Job Description

We're seeking an experienced Technical Customer Service/Onboarding Specialist to join our team in West Palm Beach, FL. As a key member of our customer success team, you'll be responsible for guiding new franchise clients through setup and onboarding, providing first-line technical support, and acting as a critical bridge between our users and the development team.

Key Responsibilities

* Guide new franchise clients through setup and onboarding, ensuring a seamless and successful onboarding experience

• Customize onboarding plans based on client needs and business models, tailoring our solutions to meet their unique requirements
• Deliver product demonstrations and training to new users, empowering them to get the most out of our platform
• Provide first-line technical support via email, chat, and video calls, resolving issues and escalating bugs or feature requests to the dev team
• Maintain high levels of customer satisfaction with timely, thoughtful responses, ensuring our clients feel valued and supported
• Assist the sales team by conducting live demonstrations of the arenaflex platform, showcasing its capabilities and benefits
• Help prospective clients understand how our software fits into their operations, providing expert guidance and support
• Serve as a liaison between clients and our product development team, ensuring their feedback and feature requests are properly documented and communicated
• Track customer feedback and manage follow-ups through CRM or project management tools, ensuring our clients' needs are met and exceeded
• Ensure feature requests or enhancements are properly documented and communicated, driving continuous improvement and innovation
• Attend and represent arenaflex at franchise expos and tradeshows (primarily in the US), showcasing our solutions and building relationships with potential clients
• Engage with prospective clients, give demos, and collect feedback, driving business growth and expansion

Qualifications

* 3+ years of experience in technical customer support, account management, or SaaS onboarding

• Excellent verbal and written communication skills, with the ability to communicate complex technical concepts in a clear and concise manner
• High technical literacy, with the ability to grasp software workflows quickly and explain them clearly
• Strong problem-solving and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Experience using helpdesk, CRM, and project management tools (e.g., Intercom, HubSpot, ClickUp, etc.)
• Comfortable working independently and remotely with international teams, with a willingness to work late hours to align with teams in Australia and Taiwan
• Exposure to or experience working with franchise businesses is a strong plus, but not required

Additional Information

* Base Salary: $70,000 USD per year

• Bonus Potential: based on onboarding success, customer satisfaction, and retention metrics
• Work Setup:

+ Remote-first flexibility, or office access in West Palm Beach, FL + Occasional US travel to tradeshows and events + Collaborative, mission-driven team environment + Flexible working hours + Paid vacation and optional professional development support

• All your information will be kept confidential according to EEO guidelines

Why Join arenaflex?

* Be part of a dynamic and growing company that's revolutionizing the franchise business industry

• Work with a talented and passionate team that's dedicated to delivering exceptional customer experiences
• Enjoy a collaborative and flexible work environment that supports your growth and development
• Take advantage of opportunities for professional development and career advancement
• Be part of a company that's committed to making a positive impact in the community

How to Apply

If you're a motivated and customer-focused professional with a passion for franchise businesses, we want 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 and explore how you can join our team! Apply for this job