**Join arenaflex, a high-growth SaaS company revolutionizing the event planning industry, as a key member of our customer support team.**
Are you passionate about delivering exceptional customer experiences and thrive in a fast-paced, entrepreneurial environment? Do you have a knack for problem-solving, communication, and collaboration? If so, we invite you to join arenaflex, a dynamic and innovative company that's changing the way event professionals source and book venues.
**About arenaflex**
arenaflex is a fast-growing, $3M seed-funded B2B SaaS startup that's disrupting the event planning industry. Our platform streamlines and simplifies event booking management in real-time for event planners, hospitality professionals, and Destination Marketing Organizations (DMOs). With a growing customer base of 150K+ hotels, including industry leaders like Marriott, Hilton, and Hyatt, we're poised for significant growth and expansion.
**Our Culture**
At arenaflex, we value accountability, an ownership mindset, and a data-driven approach. Our collaborative team is passionate about making a real difference and driving success. We're a company that's scaling fast, where micromanagement doesn't exist, and you'll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes.
**Benefits**
* 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. As a hybrid of responsive customer support and proactive outreach, you'll be a key touchpoint for both planners and hotels, helping troubleshoot issues and ensuring timely engagement from all parties.
**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**
At arenaflex, we believe in investing in our employees' growth and development. As a Customer Support Specialist, you'll have opportunities to:
* Develop your skills in customer support, onboarding, and RFP management.
* Collaborate with cross-functional teams, including product, marketing, and sales.
* Contribute to the growth and success of our company.
* Pursue leadership roles and career advancement opportunities.
**Work Environment**
Our company culture is built on collaboration, innovation, and a passion for making a difference. As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a dynamic and supportive team.
**Compensation**
We offer a competitive salary range of $50K-$60K, depending on experience.
**How to Apply**
If you're a motivated and customer-focused individual who thrives in a fast-paced environment, 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 arenaflex.
**Disclaimer**
By applying for this position, you agree to receive text message updates from arenaflex related to job opportunities. Standard message and data rates may apply, and messaging frequency varies. Text HELP for help and STOP to cancel. Learn more about our opt-in SMS Communication consent policy here: [insert link].
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