Experienced Customer Support Representative – Remote Contractor Services (Philippines Base, US Hours)

At arenaflex, we're on a mission to revolutionize the way we interact with customers, and we're looking for a talented and passionate Customer Support Representative to join our team. As a key member of our Customer Experience Department, you'll be the voice of our brand, building meaningful connections with customers and making a direct impact on their satisfaction.

Why you'll love this role:

* Customer Engagement & Communication: As a Tier 1 CSR, you'll handle customer interactions across chat and email with professionalism and empathy, making a direct impact on customer satisfaction while honing your communication and problem-solving skills.

• Problem Solving & Case Resolution: You'll leverage Salesforce and other internal tools to log, track, and resolve customer cases efficiently, analyzing issues, identifying solutions, and ensuring customers walk away happy and supported.
• Tech-Savvy Customer Support: You'll navigate and utilize various support platforms and tools to assist customers effectively and efficiently, learning new systems and using technology to enhance customer experiences.
• Collaboration & Internal Communication: As a Tier 1 CSR, you'll work closely with internal teams, providing clear and concise updates to ensure seamless customer experiences, sharing insights and collaborating to create the best possible customer experience.

Why you're a great fit:

* Requirements: + 3+ years of customer support, helpdesk, or related experience + Strong verbal and written communication skills + Ability to troubleshoot and problem solve effectively + Empathy and a customer-first mindset + Strong time management and multitasking skills + Familiarity with supporting educators and schools; or experience in tech support and education technology + Techstack: Experience or ability to learn quickly to utilize Salesforce OneCRM, Google Workspace, Slack Messaging, JIRA, and internal home-grown support tools + Prior experience with remote customer support or working across multiple time zones + Experience working for a US-based tech company + Written and verbal English fluency + Experience working US-based hours (PHL night shift)

• Hours: 8 hours a day, Monday to Friday, between 8:00 am - 8:00 pm (Eastern Standard Time - US) / Monday 8:00 pm - Saturday 8:00 am (Philippines Standard Time)
• Device Requirements: Candidates must have access to and be willing to use their personal computer or laptop for this role. The device must be a Mac (Apple) product.

Preferred (but not required):

* Associate or Bachelor's degree in a related field

• Experience in EdTech, SaaS, or other fast-paced tech environment
• Familiarity with Clever, Google Classroom, and other LMS integrations

KPIs for Success:

* First Response Time (FRT) Apply for this job