**Experienced Customer Support Associate – Mobile Lottery App Support**

At arenaflex, we're revolutionizing the way people play the lottery by modernizing the $300B global lottery market with a mobile platform that's convenient, fun, and responsible. Our mobile lottery app, Jackpocket, offers players a secure way to order official state lottery tickets, such as Powerball, Mega Millions, and more, via their smartphones. As a Customer Support Associate, you'll play a vital role in delivering exceptional customer experiences and ensuring our users have a seamless and enjoyable experience with our app.

• *About arenaflex**

arenaflex is a leading innovator in the mobile lottery industry, committed to providing a secure, user-friendly, and responsible way to play the lottery. Our mission is to make playing the lottery a fun and enjoyable experience for everyone, including grandma. We're passionate about creating a culture of excellence, innovation, and customer satisfaction, and we're looking for talented individuals to join our team.

• *Job Summary**

As a Customer Support Associate, you'll serve as an expert resource for arenaflex end users, handling incoming inquiries and requests across multiple channels. You'll be responsible for providing outstanding support, delivering exceptional customer experiences, and ensuring user needs are met and issues are resolved. If you have an outgoing personality, excellent communication skills, and experience with support platforms and social media channels, we want to hear from you!

• *Responsibilities**

• Respond to all customer inquiries and support requests across multiple channels, including phone, voicemail, in-app and web messaging, email, and social media, and ensure user needs are met and issues are resolved
• Manage ID verifications, ACH requests, chargebacks, and other day-to-day operational functions
• Communicate with end users via phone, voicemail, in-app and web messaging, email, and social media, and ensure positive customer experiences
• Collaborate across internal functions and external third parties to resolve complex issues
• Continually build and maintain expert-level product knowledge
• Develop and implement effective solutions to improve customer satisfaction and reduce support requests
• Participate in ongoing training and development to stay up-to-date on arenaflex products and services
• Work closely with the support team to ensure seamless communication and collaboration

• *Qualifications**

• Prior B2C high-volume support experience
• Proficiency with CS platforms such as Helpshift or Zendesk
• Excellent communication skills both verbal and written
• Bilingual proficiency in English and Spanish
• Experience communicating with customers via social media, app store reviews, etc.
• Familiarity with payment processing systems and dispute resolution (ACH, credit cards, chargebacks, etc.)
• Willing and able to work flexible and/or extended hours (evenings/overnight)
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong problem-solving skills and attention to detail
• Ability to maintain confidentiality and handle sensitive information

• *Essential Skills and Competencies**

• Excellent communication and interpersonal skills
• Ability to work in a team environment and collaborate with internal functions and external third parties
• Strong problem-solving skills and attention to detail
• Ability to maintain confidentiality and handle sensitive information
• Proficiency with CS platforms such as Helpshift or Zendesk
• Familiarity with payment processing systems and dispute resolution (ACH, credit cards, chargebacks, etc.)
• Ability to work in a fast-paced environment and adapt to changing priorities

• *Preferred Qualifications**

• Experience working in the lottery or gaming industry
• Familiarity with mobile app development and testing
• Knowledge of customer relationship management (CRM) software
• Experience with social media management and content creation
• Ability to speak multiple languages

• *Career Growth Opportunities and Learning Benefits**

At arenaflex, we're committed to providing opportunities for growth and development. As a Customer Support Associate, you'll have the chance to:

• Develop and implement effective solutions to improve customer satisfaction and reduce support requests
• Participate in ongoing training and development to stay up-to-date on arenaflex products and services
• Collaborate with internal functions and external third parties to resolve complex issues
• Work closely with the support team to ensure seamless communication and collaboration
• Take on additional responsibilities and contribute to the growth and success of the company

• *Work Environment and Company Culture**

arenaflex is a remote-friendly company, and this role is eligible for remote work. We're committed to providing a flexible and supportive work environment that allows our employees to thrive. Our company culture is built on a foundation of innovation, collaboration, and customer satisfaction. We're passionate about creating a workplace that's inclusive, diverse, and fun.

• *Compensation, Perks, and Benefits**

The starting rate for this role is $28 per hour. This is a part-time non-exempt position eligible for overtime under FLSA requirements. We offer a competitive compensation package, including:

• Competitive hourly rate
• Opportunities for career growth and development
• Flexible and remote work options
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Access to ongoing training and development opportunities

• *How to Apply**

If you're passionate about delivering exceptional customer experiences and want to join a dynamic and innovative company, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

• *Equal Opportunity Employer**

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, our services, programs, and activities. To request a reasonable accommodation, contact [insert contact information].