Experienced Customer Support Specialist – Delivering Exceptional Service and Driving Customer Satisfaction in the Rental Real Estate Industry

Introduction to arenaflex arenaflex is a pioneering vertical SaaS platform designed to revolutionize the rental real estate workflow by mitigating risk, increasing leasing velocity, and consolidating vendors. Our cutting-edge, cloud-native platform streamlines the entire process, from applicant pre-qualification to lease execution, empowering property owners and operators to work more efficiently and profitably. At arenaflex, we prioritize trust, confidence, and customer satisfaction, ensuring that our users maintain control over their data and financial identity. Our Core Values At arenaflex, we are guided by a set of core values that define our culture and approach to business. These values include: Excellence : We strive for exceptional performance, continually iterating to improve and deliver high-quality results. Bias For Action : We prioritize execution, focusing on progress and iteration to achieve our goals. Passion : We bring energy and enthusiasm to our work, connecting our daily activities to our mission and demonstrating our care for customers and teammates. Customer Centric : We make decisions with the customer in mind, recognizing that their satisfaction is essential to our success. One Team : We collaborate and work together towards common goals, believing that collective achievement is greater than individual success. Measuring Success Our customer-facing teams are dedicated to delivering reliable and effective solutions, exceeding expectations and reflecting our commitment to quality and efficiency. We measure success using key performance indicators (KPIs) such as Customer Satisfaction (CSAT) and First Response Time, ensuring that our support teams consistently meet and exceed customer needs. Life and Culture at arenaflex We foster a culture of collective achievement, continuous improvement, and passionate service, democratizing access to information and encouraging a bias towards action. Our team works collaboratively, sharing ideas and supporting diverse opinions to drive innovation and growth. We prioritize providing a world-class experience for our clients, working fast, hard, and with a focus on excellence. About the Role The Customer Support team at arenaflex is responsible for delivering exceptional service to both renters and property managers, supporting them throughout the leasing process. Our dedicated concierge-level service, arenaflex1, increases occupancy rates for our clients by actively engaging with applicants and streamlining the leasing application process. As a Customer Support Specialist, you will be the primary point of contact for our strategic customers, providing proactive support, troubleshooting concerns, and advocating for customer satisfaction. Key Responsibilities Deliver highly responsive and proactive support to users and clients via chat, email, phone, and scheduled screen share meetings. Troubleshoot concerns and answer questions for our strategic clients, providing timely and effective solutions. Become a arenaflex product expert, staying up-to-date on the latest features and functionality to achieve customer outcomes. Identify and report bugs, surface product feedback, and collaborate with the product team to advocate for client satisfaction. Accurately and efficiently complete application review tasks for clients, ensuring timely and effective processing. Track activity, actions, and results on proactive support for users, analyzing data to drive continuous improvement. Collaborate with team members and cross-functional teams to grow and improve the concierge service offering, driving innovation and growth. Who You Are To succeed as a Customer Support Specialist at arenaflex, you should possess: A passion for helping others and a desire to find solutions that meet their needs. Exceptional troubleshooting and investigative skills, with a knack for creative problem-solving and a make-it-happen spirit. Ability to rapidly switch gears while retaining focus on the bigger picture, prioritizing tasks and managing multiple projects simultaneously. Ability to explain complex topics in easy-to-understand and concise language, both written and verbal. Ambition, eagerness, and the will to learn and improve upon your skills, staying up-to-date with industry trends and best practices. Strong organizational and time management skills, with attention to detail and ability to meet deadlines. A passion for building valued relationships with customers, prioritizing their satisfaction and loyalty. Helpful Skills While not required, the following skills and experience are beneficial: Prior SaaS product support experience, with knowledge of cloud-based software and customer-facing technologies. Experience with Intercom, Guru, Jira, FullStory, or similar tools and platforms. Knowledge of the multi-family residential rental process, with understanding of leasing applications and property management. Benefits and Perks At arenaflex, we offer a competitive compensation package, including: Great medical, vision, dental, and commuter benefits, prioritizing your health and well-being. Flexible vacation policy, allowing you to recharge and pursue your passions. Opportunity to work from home or from one of our hubs in New York City or Dallas, providing flexibility and autonomy. Join arenaflex arenaflex is growing, and we're excited to welcome talented and motivated individuals to our team. If you're a high-performing team player who enjoys working collaboratively with others and is willing to share and support diverse opinions, come transform leasing with us! Learn more about our mission, values, and culture, and apply today to join our dynamic team. Conclusion As a Customer Support Specialist at arenaflex, you will play a critical role in delivering exceptional service and driving customer satisfaction. If you're passionate about helping others, possess excellent communication and problem-solving skills, and are eager to learn and grow with a dynamic team, we encourage you to apply. Join us in revolutionizing the rental real estate industry and providing unparalleled support to our customers. Apply now and become a part of the arenaflex team! Apply for this job