Experienced Customer Support Representative – Remote Contractor Services (Philippines Base, US Hours)

At arenaflex, we're on a mission to revolutionize the way we interact with customers, and we're looking for a talented and passionate Customer Support Representative to join our team. As a key member of our Customer Experience Department, you'll be the voice of our brand, building meaningful connections with customers and making a direct impact on their satisfaction.

Why you'll love this role:

* Customer Engagement & Communication: As a Tier 1 CSR, you'll handle customer interactions across chat and email with professionalism and empathy, making a direct impact on customer satisfaction while honing your communication and problem-solving skills.

• Problem Solving & Case Resolution: You'll leverage Salesforce and other internal tools to log, track, and resolve customer cases efficiently, analyzing issues, identifying solutions, and ensuring customers walk away happy and supported.
• Tech-Savvy Customer Support: You'll navigate and utilize various support platforms and tools to assist customers effectively and efficiently, learning new systems and using technology to enhance customer experiences.
• Collaboration & Internal Communication: As a Tier 1 CSR, you'll work closely with internal teams, providing clear and concise updates to ensure seamless customer experiences, sharing insights and collaborating to create the best possible customer experience.

Why you're a great fit:

* Requirements: + 3+ years of customer support, helpdesk, or related experience + Strong verbal and written communication skills + Ability to troubleshoot and problem solve effectively + Empathy and a customer-first mindset + Strong time management and multitasking skills + Familiarity with supporting educators and schools; or experience in tech support and education technology + Techstack: Experience or ability to learn quickly to utilize Salesforce OneCRM, Google Workspace, Slack Messaging, JIRA, and internal home-grown support tools + Prior experience with remote customer support or working across multiple time zones + Experience working for a US-based tech company + Written and verbal English fluency + Experience working US-based hours (PHL night shift)

• Hours: 8 hours a day, Monday to Friday, between 8:00 am - 8:00 pm (Eastern Standard Time - US) / Monday 8:00 pm - Saturday 8:00 am (Philippines Standard Time)
• Device Requirements: Candidates must have access to and be willing to use their personal computer or laptop for this role. The device must be a Mac (Apple) product.

Preferred (but not required):

* Associate or Bachelor's degree in a related field

• Experience in EdTech, SaaS, or other fast-paced tech environment
• Familiarity with Clever, Google Classroom, and other LMS integrations

KPIs for Success:

* First Response Time (FRT) < 15 min

• Quality Monitoring (QM) score of 85%+
• Customer Satisfaction Score (CSAT) of 85%+
• Average Case Handle Time (AHT) < 15 min
• Escalation rate < 10%

Monthly Contract Range:

$530 - $600 USD / month

About arenaflex:

At arenaflex, we're passionate about creating a world-class customer experience. We're a dynamic team of innovators, thinkers, and problem solvers who are dedicated to making a difference in the lives of our customers. We believe in empowering our employees to grow and develop their skills, and we're committed to fostering a culture of collaboration, creativity, and inclusivity.

Why join arenaflex?

* Career Growth Opportunities: We offer a range of training and development programs to help you grow and develop your skills.

• Learning Benefits: We're committed to fostering a culture of learning and innovation, and we offer a range of benefits to support your professional growth.
• Work Environment: We're a dynamic and inclusive team, and we're committed to creating a work environment that's supportive, collaborative, and fun.
• Compensation and Perks: We offer a competitive salary and a range of benefits, including health insurance, paid time off, and a generous retirement plan.

How to Apply:

If you're passionate about customer support and want to join a dynamic team of innovators, thinkers, and problem solvers, 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 hear from you! Apply for this job