Experienced Customer Experience Agent for Overnight Shift – Driving User Satisfaction and Process Improvement in a Fast-Paced Ecommerce Environment

Introduction to arenaflex arenaflex is revolutionizing the world of ecommerce by combining community, shopping, and entertainment into a unique and engaging experience. As the largest livestream shopping platform in North America and Europe, we offer a vast array of products, from fashion and beauty to electronics and collectibles like trading cards, comic books, and live plants. Our mission is to build the future of ecommerce, and we're committed to our values, which guide every aspect of our business. With a remote co-located team operating out of hubs in the US, UK, Ireland, Poland, and Germany, we're a dynamic and innovative company that's growing rapidly. About the Role The Customer Experience team at arenaflex is dedicated to delivering the best possible user experience through process improvement, order management, and problem-solving. As a Customer Experience Agent, you will play a critical role in ensuring that our customers receive their products quickly and efficiently. If issues arise, you will work tirelessly to resolve them, providing a positive experience that exceeds our customers' expectations. Your primary goal will be to drive positive outcomes for our users, and you will achieve this by interacting with buyers and sellers, resolving customer issues, and collaborating with other departments to troubleshoot and improve our processes. Key Responsibilities Interact with buyers and sellers, adopting a customer-first attitude to ensure a positive experience for all users. Resolve customer issues related to payments, orders, shipments, and general questions in a timely and high-quality manner. Become an expert in arenaflex's products, processes, and systems to drive positive outcomes for our users. Collaborate with other departments to troubleshoot, research, and resolve open questions, seeking opportunities to eliminate repeat contacts and improve the overall customer experience. Work proactively to identify areas for process improvement, proposing solutions and implementing changes to enhance the customer experience. About You To succeed as a Customer Experience Agent at arenaflex, you should be a curious and hungry individual looking to jumpstart your career in a fast-paced environment. You should be willing to take on any role or task, learn new skills, and be part of building a great company. A customer service mentality with a passion for reaching the best possible outcome is essential, as is a growth mindset and a willingness to lean into action and high impact. Essential Qualifications Open to working overnight shifts from 10pm - 7:00am PST. 2+ years of support experience handling email and/or chat services. Weekend availability required. Understanding of ecommerce and marketplace operations. Experience with customer-facing systems like Zendesk, Kustomer, or Intercom. Obsession with customers and a customer-first approach. Proactive problem-solver and process-improver. Bachelor's degree or college experience preferred. Previous startup experience is a plus. Preferred Qualifications Knowledge of collectibles is a plus. Experience working in a fast-paced, dynamic environment. Strong communication and interpersonal skills. Ability to work independently and as part of a team. Strong problem-solving and analytical skills. Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our team members grow and develop their skills. As a Customer Experience Agent, you will have access to training and development opportunities, as well as the chance to work with a talented and experienced team. You will be encouraged to take ownership of your work, propose new ideas, and implement changes to improve our processes and customer experience. With a strong focus on innovation and experimentation, you will be part of a company that is constantly pushing the boundaries of what is possible in ecommerce. Work Environment and Company Culture arenaflex is a dynamic and innovative company that values diversity, equity, and inclusion. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce. As a remote co-located team, we operate out of hubs in the US, UK, Ireland, Poland, and Germany, and we're committed to creating a positive and inclusive work environment that allows our team members to thrive. Team members in this role are required to be within commuting distance of our Phoenix, AZ hub. Compensation, Perks, and Benefits As a Customer Experience Agent at arenaflex, you will be offered a competitive hourly rate of $24.04/hour to $28.85/hour, depending on your level, relevant prior experience, skills, and expertise. You will also be eligible for a range of benefits, including: Flexible Time off Policy and holiday pay for working company-wide holidays. Health Insurance options, including Medical, Dental, and Vision. Work From Home Support and home office setup allowance. Monthly allowance for cell phone and internet. Care benefits and monthly allowance on both food and wellness. Annual allowance towards childcare and lifetime benefit for family planning, such as adoption or fertility expenses. Retirement benefits, including 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally. Monthly allowance to dogfood the app and parental leave. Conclusion If you're a motivated and customer-focused individual looking to join a fast-paced and innovative company, we encourage you to apply for the Customer Experience Agent role at arenaflex. With a strong commitment to our values and a focus on driving positive outcomes for our users, we're a company that is dedicated to making a difference in the world of ecommerce. Don't miss this opportunity to join our team and be part of building the future of shopping. Apply now and take the first step towards an exciting and rewarding career at arenaflex. Apply for this job