At arenaflex, we're on a mission to revolutionize the e-commerce experience for users worldwide. As a product company with a strong presence in Singapore and Vietnam, we're committed to helping brands create seamless and delightful online experiences. With a team of talented individuals who are passionate about learning and growth, we're looking for a seasoned Customer Success Specialist to join our ranks and help us build a world-class user experience.
**Why arenaflex?**
arenaflex is a rapidly growing company that's proud to support over 100,000 customers worldwide. We're dedicated to becoming e-commerce and product design experts in the industry, and we believe that our team is the key to achieving this goal. With a collaborative and supportive environment, we offer a unique opportunity for growth and development. Our team is passionate about learning and sharing knowledge, and we're committed to delivering top-notch customer experiences that help our customers maximize their benefits.
**The Role**
We're seeking an experienced Customer Success Specialist to join our team and provide live-chat based technical support to corporate customers. As a customer-facing support engineer, you'll be responsible for ensuring ticket resolution and customer satisfaction while working closely with our technical support team to escalate code-related threads or potential bugs. Your primary focus will be on providing excellent customer support during North American business hours, from 9:00 am to 6:00 pm EST, Sunday to Thursday.
**Key Responsibilities**
* Provide New User Education: Welcome new users and deliver thorough answers to questions that may arise as they learn the app
* Troubleshoot: Communicate with users to understand the issues they're experiencing, and give updates in a friendly and timely manner
* Maintain Coverage: Help our support team and users by covering certain "time blocks" during which you will be monitoring live chat and email for inbound messages from users
* Conduct Case Escalation: Collaborate with Technical Support team members to escalate code-related threads or potential bugs
**Essential Qualifications**
* 3+ years of experience doing customer support for a US-based tech company, ideally a software company. Live-chat support experience is an advantage.
* Experience and background in handling HTML/CSS/Javascript.
* Good knowledge about e-commerce is a big plus.
* Fluency in the English language, demonstrated in communication and writing skills.
* Flexibility with working odd hours on a set schedule (dependent on location).
* A great attitude and desire to help people
* A stable, high-speed internet connection.
* Tech-savvy (technical support experience is a huge plus)
* Experience building a website with Wix, Squarespace, WordPress, Weebly, etc. is a plus
**Preferred Qualifications**
* Experience working with e-commerce platforms and software solutions.
* Knowledge of Agile development methodologies and principles.
* Familiarity with customer relationship management (CRM) software.
* Experience with customer success software and tools.
**What We Offer**
* Competitive salary (depending on your skills and experience)
* Yearly Salary Package: 13th-month salary bonus + Performance bonus: up to 3 months.
* Clear vision of your career progress: performance review with potential for raise 2 times per year and Team Leader promotion opportunity.
* Days off: 12 annual leaves/year.
**Why You'll Love Working Here**
* Learn product-thinking and customer-centric mindset.
* Collaborative and supportive environment
* Young and passionate colleagues
* Clear and scientific Agile Framework on the whole company workflow & culture.
* Deliver a top-notch customer experience which helps customers to maximize their benefits
* Become an expert with in-depth knowledge about world-class products and services
* Own valuable customer relationships in one of the fastest thriving industries
**How to Apply**
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!