**Experienced Customer Support Representative – Central and South America**

**Join arenaflex, a dynamic and innovative company, as we revolutionize the property management industry with our cutting-edge CRM solutions.** Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, entrepreneurial environment where no two days are the same? If so, we invite you to join our arenaflex team as an Experienced Customer Support Representative. **About arenaflex** arenaflex is a small, agile team of A-players solving big problems in the property management industry. Since our inception in 2013, we've been dedicated to helping small businesses simplify growth and streamline operations with our industry-leading CRM solutions. Our journey began with a lead generation business, which naturally evolved into the development of an industry-specific CRM that became the de-facto standard. We've continued to innovate, releasing a process/workflow suite in 2020 that has resonated with the market, leading to rapid growth and expansion. **Our Mission** At arenaflex, our mission is to provide unparalleled customer support that exceeds expectations. We're committed to delivering a customer experience that aligns with our customer obsession vision, ensuring that our customers feel valued, heard, and empowered to achieve their goals. **Key Responsibilities** As an Experienced Customer Support Representative, you will be responsible for: * **Tracking and Surfacing Customer Requests and Feedback**: Effectively communicate customer requests to the engineering team to complete the request, ensuring timely resolution and a high degree of customer satisfaction. * **Evaluating Client Tickets and Delegating to Applicable Team**: Demonstrate clear knowledge of arenaflex's capabilities and limitations, taking client requests, creating tickets, evaluating, and passing to the appropriate internal department. * **Maintaining High Customer Satisfaction**: Meet or exceed CSAT score, response time, and ticket rating goals set on a quarterly basis, ensuring a minimum of 94% CSAT score. * **Providing Consolidated Client Feedback**: Recommend service and product enhancements to improve sales potential and customer satisfaction, providing a minimum of 3-5 actionable insights and changes per quarter. * **Maintaining Educational Resources**: Continuously update educational resources, including training documentation, training courses, and videos, to ensure customers have the necessary knowledge to get the most out of our solutions. * **Facilitating Video/Phone Calls with Clients**: Ability to facilitate video/phone calls with clients at any time during working hours, ensuring seamless communication and issue resolution. * **Participating in Weekly Team Meetings**: Contribute value to team meetings every week, sharing knowledge, experiences, and best practices to drive team success. * **Maintaining Metrics**: Meet or exceed CSAT score, response time, and ticket rating goals set on a quarterly basis, ensuring a minimum of 94% CSAT score. * **Developing Skills Necessary to Manage Future Client Implementation Projects**: Seek out information and knowledge to effectively manage capacity to handle a pipeline of 8-10 proposals per month. * **Building Custom Solutions**: Consult with customers and build custom solutions based on their needs, ensuring a high degree of customer satisfaction. **Expectations for Your First 90 Days** * **Confidence in Handling Customer Issues Independently**: Handle 75% of tickets autonomously within 90 days, demonstrating confidence and expertise in resolving customer issues. * **Equal Contributor of Workload Responsibilities**: Handle an equal amount of work dispersed amongst the team, ensuring a smooth and efficient workflow. * **Customer Obsession**: Maintain a high CSAT score of 94.0%, demonstrating a deep understanding of customer needs and expectations. **Perks and Benefits** * **Company Holidays**: Enjoy a range of company holidays and celebrations that promote work-life balance and team bonding. * **Paid Time Off**: Receive paid time off to recharge and pursue personal interests. * **Monthly Healthcare Allowance**: Enjoy a monthly healthcare allowance to support your well-being. * **Yearly Vacation Allowance**: Receive a yearly vacation allowance to explore new destinations and experiences. * **Fun and Outcome-Driven Work Environment**: Join a team of passionate and driven individuals who share a commitment to excellence and customer satisfaction. * **Location Independence**: Work from anywhere, at any time, as long as you have a stable internet connection and a smartphone. * **Mission-Driven Company and Values-Based Culture**: Be part of a company that values customer obsession, innovation, and teamwork, with a culture that promotes growth, learning, and fun. **Requirements** * **Embrace Learning New Technology**: Be open to learning new technologies and systems, with a willingness to adapt and evolve. * **Learn Fast**: Demonstrate a rapid learning curve, with the ability to absorb and apply new knowledge quickly. * **Communicate Crisply**: Communicate effectively and clearly, both verbally and in writing, to ensure seamless collaboration and issue resolution. * **Proactively Seek Solutions**: Take initiative to identify and resolve issues, with a proactive approach to problem-solving. * **Own the Outcome**: Take personal responsibility for delivering exceptional customer support, with a focus on customer satisfaction and outcomes. * **Embody Emotional Maturity**: Demonstrate emotional maturity, with a calm and composed demeanor, even in high-pressure situations. * **Bring an Optimistic "Can Do" Attitude**: Maintain a positive and optimistic attitude, with a "can-do" approach to challenges and obstacles. * **Supply Your Own Internet and Smartphone**: Ensure you have a stable internet connection and a smartphone to work effectively. * **[0+ Experience in ]**: We welcome candidates with 0+ experience in customer support, with a willingness to learn and grow. * **Have B2B SaaS Experience (Preferred)**: While not required, B2B SaaS experience is preferred, with a deep understanding of the industry and its challenges. **Location Requirements** * **Due to our Core Business Hours**: Applicants must be located between -8 GMT to +2 GMT (Americas, Africa, and Western Europe). * **Note: We are not accepting applications in California, Colorado, or New York at this time**. **Our Interview Process** * **Fill out the Application**: Complete our online application form, located here [insert link of job application]. * **Introduction Call with People Operations**: Participate in a 15-minute introduction call with our People Operations team. * **Offline Work Sample Test**: Complete an offline work sample test, up to 60 minutes, to assess your skills and expertise. * **Interview with Hiring Manager**: Participate in a 60-90 minute interview with our Hiring Manager. * **Possible Panel Interview**: Participate in a panel interview, up to 60 minutes, with our team. * **Offer Call**: Receive a 15-minute offer call, with a written offer to join our team. * **90-Day Trial Period**: Enter a 90-day trial period, fully paid, to ensure a smooth transition and onboarding process. **Are You All In?** If you're a customer-centric professional with a passion for delivering exceptional support experiences, we invite you to join our arenaflex team. We're building a "rocket ship" at arenaflex, and we need All Stars to help us accomplish our mission. If you're ready to take on new challenges, learn from the best, and make a real impact, we want to hear from you. **Apply Now** Ready to join our team and make music together? Apply now by clicking the link below: Apply Job! Apply for this job