**Experienced Senior Customer Advocate – Project-based Role at arenaflex**

• *About arenaflex**

At arenaflex, we're not just a company – we're a community of like-minded individuals united by our passion for delivering exceptional client experiences while creating access to dignified, meaningful work in communities worldwide. As a global B-Corp, we're committed to making a positive impact on the world, and we're looking for talented individuals to join our team.

• *Our Values**

At arenaflex, we live by a set of core values that guide everything we do:

• **Authenticity**: We're genuine, transparent, and true to ourselves and our clients.
• **Curiosity**: We're always learning, growing, and seeking new knowledge and experiences.
• **Dynamic**: We're adaptable, agile, and always looking for ways to improve and innovate.
• **Ambitious Vision**: We're driven by a clear vision for the future and a passion for making it happen.
• **Operational Excellence**: We're committed to delivering high-quality results and exceeding expectations.
• **Empathy**: We care deeply about our clients and our colleagues, and we strive to understand and meet their needs.

• *Your Role**

As a Seasonal Senior Customer Advocate at arenaflex, you'll play a critical role in delivering exceptional customer experiences and supporting our clients to address inquiries and resolve concerns regarding our products and services. This is a 3-month contract role, with the possibility of extension depending on mutual fit and evolving team priorities.

• *Key Responsibilities**

• Interact with customers across multiple channels (SMS, email, chat, phone) to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Handle customer consultation calls, technical troubleshooting, escalations, and complex investigations.
• Troubleshoot product or service-related issues by investigating root causes, collaborating with internal teams, and ensuring timely resolution.
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
• Proactively identify customer needs and offer thoughtful solutions, accommodations, or next steps – whether through direct support or referral to other teams.
• Ensure proper and timely escalation of issues to meet internal and external expectations.
• Identify opportunities and recommendations for continuous process improvement.
• Identify patterns in customer feedback or pain points and surface actionable insights to improve tools, content, or processes.
• Participate in initiatives that help scale support operations, optimize workflows, and enhance the overall customer experience.
• Deliver service excellence and maximize customer satisfaction.
• Work with the external team to stay updated on product and service knowledge.

• *Requirements**

We're looking for a talented and experienced Senior Customer Advocate who embodies our values and possesses the following skills and qualifications:

• **Curiosity and Authenticity**: You're a curious and authentic individual who is passionate about delivering exceptional customer experiences.
• **Analytical and Critical Thinking**: You're an analytical and critical thinker with an eye for even the most minute of details.
• **Passion for Client Satisfaction**: You're passionate about client satisfaction and dedicated to delivering high-quality results.
• **Solutions-Focused**: You're solutions-focused and resourceful, with a proven track record of identifying issues and implementing improvements.
• **Experience in Customer Support**: You have 3+ years of experience in customer support, preferably in a fast-paced, high-growth startup, concierge, hospitality, or health-related environment.
• **SaaS Product Experience**: You have previous experience supporting SaaS products.
• **Cloud-Based Applications**: You have basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• **Excellent Communication Skills**: You have excellent reading comprehension, verbal, and written communication skills.
• **Complex Health Topics**: You have the ability to understand and communicate complex health topics to customers, both verbally and in written form.
• **CRM Tools**: Knowledge and experience with CRM tools is a plus.
• **Fast-Changing Environment**: You thrive in a fast-changing environment, are self-directed, and enjoy building new systems and workflows from the ground up.
• **Adaptability**: You have the ability to quickly learn and navigate new technology, systems, and applications.
• **Feedback**: You're able to accept feedback gracefully and with an open mind.
• **Customer Experience**: You have an intermediate understanding of common Customer Experience best practices.
• **Customer Orientation**: You have a customer orientation and the ability to adapt/respond to different types of characters.

• *Benefits**

As a Senior Customer Advocate at arenaflex, you'll enjoy a range of benefits, including:

• **Private Health Insurance**: We offer private health insurance to support your physical and mental well-being.
• **Training & Development**: We're committed to your growth and development, and offer training and development opportunities to help you succeed in your role.

• *How to Apply**

If you're a motivated and experienced Senior Customer Advocate who is passionate about delivering exceptional customer experiences, we'd love 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!