Experienced Customer Support Associate for Mobile Lottery App – Delivering Exceptional User Experiences in a Fast-Paced Remote Environment

Welcome to arenaflex

arenaflex is revolutionizing the way people play the lottery by offering a secure, convenient, and fun mobile platform. As the first mobile lottery app in the U.S., we provide players with a seamless way to order official state lottery tickets, including Powerball, Mega Millions, and more, directly from their smartphones. Our mission is to modernize the $300B global lottery market, making it accessible and enjoyable for everyone. We're committed to creating a more responsible and user-friendly experience, and we're looking for talented individuals to join our team.

About the Role

As a Customer Support Associate at arenaflex, you will play a vital role in delivering exceptional support and ensuring the best possible customer experiences for our end users. You will be the expert resource for our customers, handling incoming inquiries and requests across multiple channels, including phone, email, social media, and in-app messaging. If you have an outgoing personality, excellent communication skills, and experience with support platforms and social media channels, we want to hear from you.

Key Responsibilities

• Respond to all customer inquiries and support requests across multiple channels, ensuring users' needs are met and issues are resolved in a timely and professional manner
• Manage ID verifications, ACH requests, chargebacks, and other day-to-day operational functions, maintaining a high level of accuracy and attention to detail
• Communicate with end users via phone, voicemail, in-app and web messaging, email, and social media, providing positive and personalized customer experiences
• Collaborate across internal functions and external third parties to resolve complex issues, demonstrating excellent problem-solving and analytical skills
• Continually build and maintain expert-level product knowledge, staying up-to-date with the latest features, updates, and industry trends

Essential Qualifications

• Prior B2C high-volume support experience, with a proven track record of delivering exceptional customer experiences
• Proficiency with CS platforms such as Helpshift or Zendesk, with the ability to quickly learn and adapt to new systems
• Excellent communication skills, both verbal and written, with the ability to effectively communicate with customers, colleagues, and external partners
• Bilingual proficiency in English and Spanish, with the ability to communicate effectively with customers in both languages
• Experience communicating with customers via social media, app store reviews, and other digital channels, with a strong understanding of social media best practices
• Familiarity with payment processing systems and dispute resolution, including ACH, credit cards, chargebacks, and other relevant systems
• Willing and able to work flexible and/or extended hours, including evenings and overnight shifts, to ensure seamless support coverage

Preferred Qualifications

• Previous experience working in a remote or virtual environment, with a strong ability to self-motivate and manage time effectively
• Experience with lottery or gaming industry, with a strong understanding of the regulatory and compliance requirements
• Strong analytical and problem-solving skills, with the ability to analyze complex issues and develop effective solutions
• Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously

What We Offer

At arenaflex, we're committed to providing a supportive and inclusive work environment that fosters growth, learning, and development. As a Customer Support Associate, you can expect:

• A competitive hourly rate of $28 per hour, with opportunities for overtime and career advancement
• A dynamic and fast-paced work environment that is both challenging and rewarding
• Opportunities for professional growth and development, including training and mentorship programs
• A collaborative and supportive team environment, with a strong focus on teamwork and communication
• Access to the latest tools and technologies, including CS platforms, social media management tools, and other relevant systems
• A flexible and remote work arrangement, with the ability to work from anywhere in the US

Our Culture

At arenaflex, we're passionate about creating a culture that is inclusive, supportive, and fun. We believe in:

• Fostering a culture of diversity, equity, and inclusion, where everyone feels valued and respected
• Encouraging open communication, feedback, and collaboration, to ensure that everyone has a voice and is heard
• Providing opportunities for growth, learning, and development, to help our team members achieve their full potential
• Celebrating our successes and learning from our failures, to ensure that we're always improving and growing

How to Apply

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we want to hear from you. Please submit your application, including your resume and a cover letter, to apply for this exciting opportunity. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer, committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. We welcome applications from diverse candidates and are committed to creating a inclusive and supportive work environment. To request a reasonable accommodation, please contact hr@arenaflex.com.