At arenaflex, we're revolutionizing the world of spend management with our cutting-edge technology and innovative solutions. As a leading global company, we're committed to empowering finance teams to control and automate company spending at scale. Our mission is to provide a seamless and efficient experience for our customers, and we're looking for an exceptional Customer Support Specialist to join our team.
**About arenaflex**
arenaflex is a global spend management solution for scaling businesses, headquartered in London. Our future-facing technology combines company cards, reimbursable expenses, and accounts payable into a single product, enabling finance teams to control and automate company spending at scale. With a presence in 32 countries, including LuxAir, Quantive, and Wagestream, we're backed by renowned investors such as Lightspeed Venture Partners, Greenoaks, QED Investors, Earlybird Digital East, and Eleven Ventures.
Our values include supporting flat hierarchies, taking ownership and responsibility, seeking and providing feedback, managing constructive critique, and speaking our minds. We believe in work-life balance, continual learning, and empowered teams. We're also on a journey to improve our environmental and social impact and become B Corp certified.
**The Role**
As a Customer Support Specialist at arenaflex, you'll play a critical role in providing exceptional support to our customers. Your primary responsibility will be to respond to customer queries in a timely and accurate manner, via phone, email, or chat. You'll also be proactive in engaging with customers to solve issues before they become problems, analyzing and reporting product malfunctions, and following up with customers to ensure their technical issues are resolved.
**Key Responsibilities**
* Respond to customer queries in a timely and accurate way, via phone (Aircall), email or chat (Intercom)
* Analyze and report product malfunctions
* Proactively engage with customers to solve issues before they become problems
* Follow up with customers to ensure their technical issues are resolved
* Identify customer needs and help customers use specific features
* Share feature requests and effective workarounds with team members
* Gather customer feedback and share with our Product, Sales and Marketing teams
* Update our internal databases with information about technical issues and useful discussions with customers (Confluence)
* Collaborate with our product team to maintain our help center articles
* Keep constant communication with our external stakeholders and collaborators via email and phone
* Own our physical cards' delivery tracking system
* Work closely with our Customer Success Specialists on customer activation and retention
* Take the extra mile to engage customers
**Requirements**
* At least 2 years of customer support experience
* Fluent in English and Spanish
* Experience working with case/ticket management systems (Salesforce, Zendesk etc)
* Excellent communication and problem-solving skills
* Ability and willingness to work independently and within a team
* Proactive attitude and attention to detail
* Multi-tasking abilities
**Company Benefits**
* 30 days holiday paid leave
* Competitive compensation package
* Exchange policy to another arenaflex office (London, Barcelona, Paris, Amsterdam)
* Flexible working hours and opportunity to work from home
* Regular team-wide events
* Opportunity to use the arenaflex product
**Why Join arenaflex?**
At arenaflex, we're committed to creating a diverse and inclusive work environment where everyone feels valued and empowered to contribute. We believe in work-life balance, continual learning, and empowered teams. We're also on a journey to improve our environmental and social impact and become B Corp certified.
**How to Apply**
If you're passionate about delivering exceptional customer support and have the skills and experience we're looking for, please submit your application today. We can't wait to hear from you!