Experienced Full Stack Live Chat Support Specialist – Conversational AI and Customer Experience

At arenaflex, we're revolutionizing the way we interact with our customers through cutting-edge conversational AI technology. Our Talk Abilities group is at the forefront of this innovation, developing and implementing AI-powered chatbots that deliver hyper-personalized experiences to our Cardmembers. As a key member of our Computerization Development team, you'll play a vital role in shaping the future of conversational AI and customer experience.

About arenaflex

arenaflex is a leading global payments and financial services company that's been a household name for over a century. We're committed to helping our customers achieve their financial goals and live their best lives. With a strong focus on innovation, customer experience, and social responsibility, we're constantly pushing the boundaries of what's possible in the world of payments and financial services.

Job Responsibilities

As an Experienced Full Stack Live Chat Support Specialist, you'll be responsible for:

• Leading the acquisition and integration of continuous product development efforts and defining product requirements that enhance the customer experience
• Influencing client information, conversational analysis, industry trends, and technical expertise to evaluate the performance of existing solutions and develop future capabilities
• Collaborating with engineers, data scientists, and product managers across various value streams to deliver products that balance short-term gains with long-term investments
• Working with core product teams to define customer stories, guide product definition, and establish comprehensive acceptance criteria, identifying and addressing any need for additional research to define future feature planning
• Leading client testing and post-launch sustainment analysis of automation and identifying ways to improve the experience
• Analyzing performance metrics that demonstrate the health of the product and developing clear data-driven product recommendations
• Maintaining and refining the product backlog, prioritizing client stories to meet the needs of the end-user while focusing on business value
• Supporting the definition and development of the product strategy, roadmap, and release plan, as well as overall customer experience

Essential Qualifications

* Bachelor's degree in business, computer science, software engineering, or a related field

• Strong interest in understanding how things work and the ability to use that knowledge to create connections and find opportunities with an entrepreneurial mindset and bias towards action
• Excitement for excellent products and services, able to empathize with customers, and skilled at articulating product functionality
• Proven self-starter with the ability to manage multiple priorities and tasks
• Strong written and verbal communication skills, as demonstrated by the ability to convey new and complex information with brevity and clarity
• Forward-thinking "growth mindset" with an emphasis on innovation trends and emerging industry/space best practices

Preferred Qualifications

* Master's degree in business, computer science, software engineering, or a related field

• Experience working with conversational AI, chatbots, or other forms of automation
• Strong understanding of customer experience principles and design thinking
• Familiarity with agile development methodologies and product development frameworks
• Experience working in a remote or virtual environment

Commitment

* Mentally Inquisitive: You ask questions, investigate, and aren't afraid to share your thoughts. You're comfortable with ambiguity, have a desire to learn, and are a seeker of new challenges.

• Significant Communicator: You can communicate complex ideas clearly, regardless of your audience.
• Do-er: You're biased towards action; you try things and aren't afraid to fail. You can navigate obstacles and stay focused on your objectives.
• Student: You have a desire to learn new things or new technologies, while showing humility when it's time to ask for help.

Benefits and Perks

* Competitive salary

• Extra incentives
• 6% Company Match on retirement savings plan
• Free financial education and financial wellness support
• Comprehensive medical, dental, vision, life, and disability benefits
• Flexible work arrangements and schedules with hybrid and virtual options through Amex Flex
• 20+ weeks paid parental leave for all parents, regardless of gender, for pregnancy, adoption, or surrogacy
• Free access to on-site health centers staffed with medical professionals and doctors (dependent on location)
• Free and confidential counseling support through our Strong Personalities program
• Career advancement and training opportunities

Work Environment and Culture

arenaflex is an equal opportunity employer and follows all applicable laws regarding employment. We're committed to creating a workplace that's inclusive, diverse, and respectful. Our Amex Flex program offers flexible work arrangements that balance the needs of our business with the needs of our employees. Depending on the job and business requirements, employees may work on-site, in a hybrid model (combination of in-office and virtual days), or fully remotely.

How to Apply

If you're passionate about customer experience, conversational AI, and innovation, we encourage you to apply! Even if you don't feel like a perfect match, we'd love to hear from you. We're looking for talented individuals to join our friendly team. Apply to this job Apply for this job