**Customer Support Associate - Nights & Weekends at arenaflex**

Join arenaflex, a pioneering force in the DeFi space, as we revolutionize the way value flows on the internet. As a Customer Support Associate, Nights & Weekends, you'll be at the forefront of assisting users, troubleshooting technical concerns, and ensuring seamless platform operations outside of Eastern Time (EST/EDT) business hours. This is a unique opportunity to be part of a dynamic team that's shaping the future of decentralized finance.

• *About arenaflex**

arenaflex is a leading provider of innovative products and services that empower millions of people to access DeFi simply and securely. From the arenaflex Web App and Wallet to crypto infrastructure like the arenaflex Trading API, and arenaflex Chain, we're committed to pushing the boundaries of what's possible in the DeFi space. Our team is passionate about creating a more accessible, user-friendly, and secure experience for all users.

• *The Role**

As a Customer Support Associate, Nights & Weekends, you'll be the primary point of contact for users, providing timely and effective support via Zendesk email. You'll work closely with the broader support and engineering teams to flag incidents or issues that require escalation, ensuring that every inquiry is handled in accordance with our Service Level Agreements (SLAs). Your expertise will be invaluable in synthesizing insights from user interactions and surfacing critical issues to the Engineering team.

• *Key Responsibilities**

• Provide Tier 1 user support via Zendesk email, ensuring that every inquiry is handled in accordance with our SLAs
• Act as an advocate and onboarding specialist for users, providing a seamless and engaging experience
• Communicate effectively with the broader support and engineering teams to flag incidents or issues that require escalation
• Be the first touch point for all user issues, responsible for ensuring that every inquiry is handled in accordance with our SLAs
• Synthesize insights from user interactions and surface critical issues to the Engineering team
• Provide prompt, accurate, and friendly support, answering customer queries via Zendesk email
• Diagnose and resolve non-complex technical issues, escalating complex problems to the appropriate teams and following up to ensure resolution
• Act as the voice of the customer, sharing feedback and insights with the Product and Engineering teams
• Maintain accurate records of customer interactions and communications
• Contribute to the ongoing improvement of the Customer Support processes and resources

• *Requirements**

• Experience in customer support or similar in a high-growth environment is ideal, but not required to apply
• Strong written and verbal communication skills that can effectively distill complex concepts into simple ones
• You are motivated by helping others and are the type of person who prides themselves on turning an angry user into a 5-star rating
• You can help solve complex problems end-to-end so as to mitigate delegation as much as possible

• *Nice to Haves**

• Experience with DeFi, knowledge of blockchains, and experience using crypto wallets is a (big) plus!
• Love for the innovative and fast-paced DeFi space

• *What We Offer**

• Competitive hourly rate of $37-$41/hr
• Full-time employees at arenaflex are also eligible for other compensation elements, including equity, tokens, and benefits, dependent on the position type
• Opportunity to work with a pioneering team that's shaping the future of DeFi
• Collaborative and dynamic work environment
• Flexible remote work arrangement

• *Why Join arenaflex?**

At arenaflex, we're passionate about creating a more accessible, user-friendly, and secure experience for all users. We're committed to fostering a culture of innovation, collaboration, and continuous learning. If you're a motivated and customer-focused individual who is passionate about DeFi, we encourage you to apply for this exciting opportunity.

• *How to Apply**

If you're ready to join a dynamic team that's revolutionizing the way value flows on the internet, please submit your application through our website. We can't wait to hear from you!