Experienced Data-Savvy Customer Service Representative – Providing World-Class Support for Rapidly Growing SaaS App at arenaflex

Introduction to arenaflex

arenaflex is a pioneering force in the data analysis and reporting landscape, empowering over 4,500 businesses with its cutting-edge SaaS app. Founded in 2017, our small yet highly effective team operates across three continents, driven by a mission to deliver the best tool for analyzing data from popular apps and APIs. With our app currently available on Shopify, Stripe, and QuickBooks, we are aggressively expanding to other platforms to further solidify our position in the market. At arenaflex, we value innovation, transparency, and customer satisfaction, making us an exciting and rewarding place to work.

About the Role

We are seeking a data-savvy customer service representative to join our team on a full-time, remote basis. As a critical member of our customer support team, you will play a vital role in providing world-class support to our rapidly growing customer base. Your primary responsibility will be to read and reply to email queries from customers through our helpdesk tool, along with providing live chat support to select customers. This is an exceptional opportunity for a highly motivated and analytical individual to make a significant impact on our customers' experience and contribute to the growth and success of arenaflex.

Key Responsibilities

• Respond to customer emails and live chat queries in a timely and professional manner, ensuring that all customer interactions are handled with empathy and understanding.
• Address common customer queries, including requests to create custom reports and custom formulas, helping merchants schedule and set up reports in Google Sheets, investigating and explaining report results, and answering questions about features, capabilities, pricing, refunds, and general interface questions.
• Record videos to demonstrate the functionality of the app, helping to answer specific customer questions and provide additional support.
• On a less frequent basis, write documentation about various features of the app and participate in phone/video calls with larger customers to educate and walk them through various features.
• Collaborate with the team to identify areas for improvement and implement process enhancements to increase customer satisfaction and reduce support queries.

Required Skills and Qualifications

To be successful in this role, you will need to possess the following skills and qualifications:

• Excellent analytical reading skills, with the ability to understand what customers are asking, not simply what they are saying.
• Intelligible writing skills, with clear, concise, and grammatically correct communication.
• Strong problem-solving skills, with tenacity in tackling new and unique report requests and considering various solutions to find the optimal one.
• A love for data and numbers, with a comfort and interest in working with data (experience with Excel formulas or SQL is a plus, but not required).

Preferred Skills and Qualifications

While not essential, the following skills and qualifications are highly desirable:

• Proficiency with data analysis tools such as Excel, SQL, Tableau, PowerBI, Google Data Studio, or similar tools.
• Experience in e-commerce, accounting, or finance, with familiarity with these domains being beneficial as our reports often analyze orders, transactions, and financial data.
• Ability to create engaging screencasts for documentation and tutorial purposes.

Working Remotely at arenaflex

As a remote team member, you will need to be comfortable working from home or another remote environment, with a dedicated workspace and reliable, high-speed internet access. You must be a self-starter, proactive, and capable of working independently with minimal supervision. Clear and frequent communication is essential, including regular updates on your progress, suggestions, issues, and questions. You will join our team as an independent contractor/sole proprietor and will be responsible for paying your own taxes.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our team members. As the company grows, so do the opportunities for career advancement and professional development. You will have access to dedicated onboarding with screen-sharing sessions with team members, a supportive team with a transparent, public-by-default communication culture, and flexible work schedules with regular check-ins to track your progress.

Work Environment and Company Culture

arenaflex is proud of its dynamic and inclusive work environment, which fosters collaboration, creativity, and innovation. Our team is passionate about delivering exceptional customer experiences, and we are committed to making a positive impact on the lives of our customers. We believe in work-life balance, flexibility, and autonomy, allowing our team members to thrive in their roles and pursue their passions.

Compensation, Perks, and Benefits

We offer fair compensation based on your skills and location, as well as a range of perks and benefits, including 25 days of paid leave annually. Our goal is to provide a rewarding and supportive work environment that allows our team members to grow, develop, and succeed.

Conclusion

If you are a motivated and data-savvy customer service representative looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. With our rapidly growing SaaS app and commitment to customer satisfaction, we are confident that you will find this role rewarding and challenging. Join our team and be part of a dynamic and innovative company that is shaping the future of data analysis and reporting. Apply now and take the first step towards an exciting and fulfilling career at arenaflex.