At arenaflex, we're revolutionizing the way digital product companies approach their payment infrastructure. As a Senior Customer Support Specialist, you'll be at the forefront of delivering exceptional support to our growing base of software clients, empowering them to grow their businesses through our innovative Merchant of Record approach. If you're passionate about customer-centricity, technical problem-solving, and collaboration, we'd love to hear from you.
**About arenaflex**
arenaflex is a leading provider of digital payment solutions, serving over 5000 software sellers in 245 territories globally. Backed by top investors, including KKR, FTV Capital, Kindred, Notion, and 83North, we're committed to making payments faster, safer, and cheaper for our clients. Our team is passionate about removing invisible barriers and creating an inclusive environment where everyone feels welcome and valued.
**The Role**
As a Senior Customer Support Specialist, you'll be part of a global team of experienced support specialists, reporting to the Customer Support Team Lead. You'll have the opportunity to make a significant impact on our customers' success, working closely with technology companies to resolve complex issues and provide top-notch support. Your expertise will be invaluable in driving our Product Feedback program, advocating for our software sellers, and improving Paddle through user feedback.
**Key Responsibilities**
* Respond to and resolve customer queries through various channels (email, chat, Twitter), empowering our customers to get the most out of arenaflex and grow their businesses
* Drive our Product Feedback program to advocate for our software sellers and improve arenaflex by incorporating user feedback
* Increase customer satisfaction and build loyalty by providing amazing, personal customer support
* Help develop our team and arenaflex through contributions to our Knowledge Bases, FAQs, Developer Documentation, and innovating on existing processes
* Escalate critical support issues to the appropriate internal channels and support system-wide status updates
**Essential Qualifications**
* 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product
* Proficient English speaker
* Basic knowledge of HTML, CSS, and JavaScript, with experience using browser developer tools to investigate issues with seller's implementations
* Experience using and testing APIs, as well as giving customer support on API-related queries
* Comfortable making basic SQL queries
* Experienced in working remotely and communicating with teams across different time zones (GMT, AEST, EST)
* Enjoy interacting with and helping people, seeking to empower and educate our customers
* Bring solutions to the table, not just problems, and are not afraid to point out areas for improvement
* Share experiences and feedback with others to build skills and continuously seek to improve
**Preferred Qualifications**
* Experience working for a B2B SaaS company, ideally offering customer support to other software companies
* Thrive in a dynamic environment and can adapt to evolving priorities, valuing agility and decisive action
**Why You'll Love Working at arenaflex**
* We're a diverse, growing group of Paddlers across the globe, proud of our transparent, collaborative, and respectful culture
* We live and breathe our values:
+ Paddle for others
+ Paddle together
+ Paddle simply
* We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare, and well-being initiatives
* We're a 'digital-first' company, allowing you to work remotely, from one of our stylish hubs, or a bit of both
* Unlimited holidays and enhanced parental leave
* Constant exposure to new challenges, an annual learning fund, and regular internal and external training
**Everyone is Welcome at arenaflex**
At arenaflex, we're committed to removing invisible barriers, both for our customers and within our own teams. We recognize and celebrate that every Paddler is unique and welcome every individual perspective. As an inclusive employer, we don't care if, or where, you studied, what you look like, or where you're from. We're more interested in your craft, curiosity, passion for learning, and what you'll add to our culture. We encourage you to apply even if you don't match every part of the job ad, especially if you're part of an underrepresented group.
**How to Apply**
If you're passionate about delivering exceptional customer support and making a meaningful impact, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to welcome you to our team!