**Lead Customer Support Specialist – Driving Customer Success at arenaflex**

At arenaflex, we're revolutionizing the way businesses interact with their customers through cutting-edge IP address data solutions. As a leading provider of IP address data, our API handles over 40 billion requests a month, and we license our data for use in various products and services. We're now seeking an exceptional Lead Customer Support Specialist to join our 100% remote team and help us deliver world-class customer experiences. **About arenaflex** arenaflex started as a side project in 2013, offering a free geolocation API, and has since bootstrapped itself to a profitable business with a global team of 14. We've grown our data offerings to include geolocation, IP to company, carrier detection, and VPN detection, serving prominent customers like T-Mobile, Nike, DataDog, DemandBase, Clearbit, and many more. Our mission is to empower businesses with accurate and reliable IP address data, and we're committed to delivering exceptional customer support to achieve this goal. **How We Work** Our team is small but ambitious, spread across the globe. We sync up on a monthly all-hands Zoom call and most teams do a call together every 2 weeks. Everything else happens asynchronously, via Slack, GitHub, Linear, and Notion. This setup allows you to pick the hours that work best for you, enabling you to be at your most productive. To thrive in this environment, you'll need to have high levels of autonomy and ownership, be resourceful, and able to work effectively in a remote setup. **The Role** As our first full-time Customer Success hire, you'll work closely with sales and support, interacting with customers regularly to help them achieve their goals. Your primary focus will be on delivering exceptional customer experiences, resolving issues efficiently, and providing thoughtful responses to customer inquiries. You'll also be responsible for converting warm leads at a high volume by setting proper expectations, providing clear next steps, and outlining the benefits of our IP address data solutions. **Key Responsibilities:** * Provide top-notch customer support via email (80%), phone calls (20%), and video calls * Convert warm leads at a high volume by setting proper expectations, providing thoughtful responses, and clearly outlining the next steps * Collaborate with sales and support teams to ensure seamless customer experiences * Analyze customer needs and develop solutions to address their business problems * Work with large enterprise IT organizations to understand their requirements and provide tailored support * Develop and maintain a deep understanding of our IP address data solutions and related networking concepts * Stay up-to-date with industry trends and emerging technologies to provide expert advice to customers **Essential Qualifications:** * At least 2-3 years of experience in a technical-related customer support role (e.g., sales engineering, technical account management, solutions architects, customer success) * Excellent communication skills, with the ability to craft warm, friendly, professional, and clear messaging * Strong analytical skills and a structured approach when talking to customers to solve their business problems * Comfortable talking and presenting to people with C-level and/or VP-related positions * Experience navigating and working with large enterprise IT organizations * Motivated with experience working remotely and autonomously * Fluent English speaker and writer (with other languages a bonus) * Friendly and warm manner on phone and email * Ability to pick up new technologies quickly **Preferred Qualifications:** * Bachelors Degree in Computer Science, Math, Engineering, or related field * Understanding of IP address data and related networking concepts (L1~L7) * Familiarity with Linux/Unix and various web programming languages * Deep knowledge of the software development process **What We Offer:** * 100% remote team and work environment * Flexible working hours * Minimal meetings * Competitive salary * Flexible vacation policy * Interesting and challenging work * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance **What We're Looking For:** We want someone who will buy into not only our company but the world of IP Data. We understand you may not be an expert... yet, but if you have a technical background and a real curiosity to learn, you could be a great fit. We're looking for long-term hires who want to grow with the company. If you're self-motivated, naturally curious, and comfortable with change, we'd love to hear from you. **How to Apply:** If you're passionate about delivering exceptional customer experiences and want to join a dynamic team that's revolutionizing the IP address data industry, please submit your application through our application form. We can't wait to hear from you! Apply Now! Apply for this job