At arenaflex, we're not just building software for Airbnbs to rent themselves – we're crafting a seamless user experience that sets a new standard in the industry. Our state-of-the-art product is designed to make life easier for our customers, and we're looking for a talented Staff Customer Support Advocate to join our team. As a champion of exceptional customer experiences, you'll be at the forefront of our support operations, providing valuable insights that shape our product and services.
**About arenaflex**
arenaflex is a remote-only and fully distributed company that values diversity, inclusivity, and teamwork. We believe in taking bold risks and tackling big challenges together. Our Applicant Handbook is a treasure trove of information about our company culture, values, and recruitment process. We encourage you to check it out and get a glimpse into what it's like to work with us: https://bit.ly/hsptblhndbk
**Our Customers Love Us**
Our customers rave about our product, and we're proud to provide rapid support to help them overcome any issues they may encounter. Take a look at one of our public Town Halls to see for yourself: https://bit.ly/hptwn
**What You'll Be Working On**
As the Staff Customer Support Advocate, you'll be responsible for championing exceptional customer experiences while providing valuable insights that shape our support operations. Your time will be split between:
* 60-70%: Providing expert frontline customer support via email, live chat, and troubleshooting calls
* 30-40%: Leading strategic projects that impact the overall customer experience, such as improving customer-facing documentation, training our AI solution, or creating training materials for our team
**Key Responsibilities**
* Provide expert frontline customer support, handling complex cases and serving as an example of customer service excellence
* Investigate and troubleshoot challenging user issues with advanced technical knowledge
* Answer questions throughout the entire user journey via live chat, email, and Zoom calls
* Lead strategic projects that drive significant organizational impact
* Work alongside our awesome Customer Support Advocates to create a seamless customer experience
* Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders
* Create comprehensive educational content (videos, documentation, quizzes) for customers and internally
**Schedule and Requirements**
* This role will be Monday through Friday, servicing customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5)
* We're looking for someone based in a North American time zone (for example, based anywhere in the USA)
* If you don't meet the qualifications fully, don't worry! We still want to hear from you
**Requirements**
* Significant (7+ years) experience in customer-facing roles, especially in SaaS
* Excellence (and a genuine fun!) in frontline customer support with consistent high performance
* Advanced troubleshooting abilities for complex technical issues
* Experience balancing daily support responsibilities with strategic initiatives
* Proven ability to take ownership of strategic initiatives that improve the team and customer experience
* Experience mentoring team members and driving knowledge sharing
**Benefits**
* A supportive and caring team environment, where you are trusted, not managed
* Gross salary for US employees: $81,787.68 to $102,521.90
* Extra incentive into our equity with RSUs through our $HOST token (not tied to location or status)
* Up to 35 paid days off per year (including self-serve public holidays), as well as sick leave and parental leave when needed
* For US employees: healthcare (including EPO, PPO and HSA), 401(k)
* Mental-health and emotional support with therapists on call through Slack
**Why Join arenaflex?**
At arenaflex, we're not just building a product – we're creating a community. We believe in the value of teamwork, diversity, and inclusivity. Our company culture is built on trust, empathy, and a passion for delivering exceptional customer experiences. If you're looking for a challenging and rewarding role that will push you to grow and learn, we want to hear from you.
**Apply Now**
Ready to join our team and become a champion of exceptional customer experiences? Apply now and take the first step towards a fulfilling career at arenaflex:
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