**Experienced Customer Support Executive – Americas (100% Remote)**

At arenaflex, we're a bootstrapped, profitable, 100% remote team of thoughtful individuals who value autonomy and impact. We're passionate about empowering small scaling businesses to achieve their goals. Since 2013, we've been building a CRM that focuses on better communication, without the hassle of manual data entry or complex UI. Our goal is to double the productivity of every sales rep. We're now seeking an experienced Customer Support Executive to join our team and help us provide an exceptional service experience for our customers. **About the Role** As a Customer Support Executive, you'll be responsible for answering customer questions, resolving technical problems, and delivering customer experiences that represent the arenaflex support philosophy. This role requires a high level of independence and immediate responsibility. The main focus of a Customer Support Executive is our support ticket queue, which includes general questions from our customers, as well as system and integration debugging and more technical API support requests. As a team, we take a consultative approach to support and aim to provide guidance to help our customers use arenaflex more successfully. You will also be responsible for leading individual projects and initiatives outside of the queue, as needed. Our team is small, collaborative, and fast-paced, with a culture that encourages idea-sharing, growth, and problem-solving. We rely on our Customer Support Executives to manage their time well, communicate effectively, and collaborate in a fully distributed environment. **Key Responsibilities** - Respond to customer support tickets via email and occasionally take support calls during American business hours (ET, CT, MT, or PT). - Become a Close product expert, gaining a deep understanding of our product features, integrations, and capabilities. - Escalate issues to senior support staff and engineering as needed. - Prevent and detect fraud by conducting systematic and periodic reviews of new user sign-ups to confirm that they're enthusiastic arenaflex customers and not malicious or fraudulent users. - Review and facilitate any billing changes, updates, refunds, or credits. - Identify bugs in the system and outline them for our engineering team to resolve. - Coordinate with our Customer Success team to provide extra support to large customers. - Maintain help center documentation and create content for new and updated features. **About You** - Physically based in an ET, CT, MT, or PT time zone. - Highly proficient in the English language - written and verbal. - Experience working with remote teams from around the world. - At least 2 years of experience working in a customer-facing support role at a technology company. - Knowledge of the SaaS + CRM landscape. Perhaps you're an experienced user of other sales platforms or other systems frequently integrated with arenaflex. - Bonus points if you have more technical or coding experience - familiarity with VoIP, email, network management, APIs, etc. **Why arenaflex?** - We're a 100% remote company with a culture that values autonomy and impact. - We offer 5 weeks PTO + Winter Holiday Break with 2 additional PTO days for every year you're with the company. - We provide 1 month paid sabbatical every 5 years. - We offer paid parental leave. - We have a comprehensive benefits package, including medical, dental, vision with HSA option (US residents), 401k matching at 6% (US residents), and dependent care FSA (US residents). - We're a team of talented humans rich in diverse backgrounds, lifestyles, and cultures. - We practice a mature approach to the workplace - manage your time effectively, communicate thoughtfully with your teammates and customers, and produce high-quality work. **Our Values** - Build a house you want to live in - Examine long-term thinking and action. - No BS - Practice transparency and honesty, especially when it's hard. - Invest in each other - Build successful relationships with your coworkers and customers. - Discipline equals freedom - Keep your word to yourself and others. - Strive for greatness - Constantly challenge yourself and others. **How We Work Together** - Productivity, Quality, & Impact - We don't track hours. We trust you're an adult and know best how to prioritize, meet your goals, and contribute at a high level. - Asynchronous communication & collaboration - We have team members all over the world. We don't expect anyone to work untraditional hours. That means our default is async. Most teams have 2-5 hours of internal meetings weekly. - Appreciation for Deep Work - During your normal work day, not after a day of meetings! - Autonomy & Freedom - Create a work environment that is sustainable for you. We place a high amount of trust and responsibility with our team members from the start. **What We Offer** - A competitive salary and benefits package. - Opportunities for career growth and professional development. - A dynamic and supportive work environment. - The chance to work with a talented team of individuals who are passionate about making a difference. - A comprehensive onboarding program to ensure your success. **How to Apply** If you're a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we encourage you to apply. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you! Apply Now! Apply for this job