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

At arenaflex, we're revolutionizing the $300B global lottery market by modernizing it with a mobile platform that's accessible, 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 space, dedicated to creating a more convenient, fun, and responsible way to play the lottery. Our mission is to provide a platform that's accessible to everyone, including grandma, and to make playing the lottery a positive and enjoyable experience. We're committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, our services, programs, and activities. **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. Your primary goal will be to provide outstanding support and deliver the best customer experiences possible. You'll be responsible for managing ID verifications, ACH requests, chargebacks, and other day-to-day operational functions, as well as communicating with end users via phone, voicemail, in-app and web messaging, email, and social media. **Responsibilities** * Respond to all customer inquiries and support requests across multiple channels, ensuring users' 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, ensuring positive customer experiences * Collaborate across internal functions and external third parties to resolve complex issues * Continually build and maintain expert-level product knowledge * Utilize support platforms such as Helpshift or Zendesk to manage customer inquiries and support requests * Develop and maintain a deep understanding of arenaflex's products and services, including payment processing systems and dispute resolution (ACH, credit cards, chargebacks, etc.) **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) **Essential Skills and Competencies** * Excellent communication and interpersonal skills * Ability to work in a fast-paced environment and prioritize multiple tasks and requests * Strong problem-solving and analytical skills * Proficiency in using support platforms and social media channels * Ability to maintain confidentiality and handle sensitive information * Strong attention to detail and organizational skills * Ability to work independently and as part of a team **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 maintain expert-level product knowledge * Collaborate with internal functions and external third parties to resolve complex issues * Participate in ongoing training and development programs to enhance your skills and knowledge * Contribute to the development of arenaflex's customer support strategy and initiatives **Work Environment and Company Culture** arenaflex is a remote-friendly company, offering a flexible and dynamic work environment. As a Customer Support Associate, you'll have the opportunity to work from the comfort of your own home, with the flexibility to work extended hours if needed. Our company culture values: * Collaboration and teamwork * Innovation and creativity * Customer-centricity and excellence * Diversity, equity, and inclusion * Continuous learning and growth **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. arenaflex offers a range of benefits, including: * Competitive hourly rate * Flexible and remote work options * Ongoing training and development programs * Opportunities for career growth and advancement * A dynamic and supportive work environment **How to Apply** If you're a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Equal Opportunity Employer** arenaflex is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 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 [email protected]. Apply for this job