Experienced Customer Experience Agent for Overnight Shift – Driving User Satisfaction and Process Improvement in a Fast-Paced Ecommerce Environment

Introduction to arenaflex arenaflex is the largest livestream shopping platform in North America and Europe, revolutionizing the way people buy, sell, and discover new products. We're at the forefront of ecommerce innovation, combining community, shopping, and entertainment to create a unique experience for our users. With a strong commitment to our values, we operate as a remote co-located team out of hubs in the US, UK, Ireland, Poland, and Germany. Our mission is to build the future of ecommerce, and we're looking for talented individuals to join our team and help us achieve this goal. About the Role The Customer Experience team at arenaflex is dedicated to delivering the best possible user experience through process improvement, order management, and problem-solving. As a Customer Experience Agent, you will play a critical role in ensuring that our customers receive their products quickly and efficiently. If issues arise, you will be responsible for resolving them in a timely and satisfactory manner. Your primary focus will be on providing exceptional customer service, driving positive outcomes for our users, and contributing to the continuous improvement of our processes and systems. Key Responsibilities Interact with buyers and sellers, adopting a customer-first attitude to ensure a positive experience for all users. Resolve customer issues related to payments, orders, shipments, and general questions in a high-quality and timely manner. Become an expert in arenaflex's products, processes, and systems to drive positive outcomes for our users and identify areas for improvement. Collaborate with other departments to troubleshoot, research, and resolve open questions, ensuring seamless communication and effective problem-solving. Seek out opportunities to eliminate repeat contacts and improve the overall customer experience, contributing to the development of new processes and procedures. About You We're looking for individuals who thrive in fast-paced environments, are passionate about customer service, and are eager to learn and grow with our company. If you have a growth mindset, a low ego, and a willingness to take on new challenges, you may be the perfect fit for our team. We're seeking candidates who are: Essential Qualifications Able to work overnight shifts from 10pm - 7:00am PST, with weekend availability required. Experienced in support roles, with at least 2+ years of handling email and/or chat services. Familiar with ecommerce and marketplace operations, with a strong understanding of customer-facing systems like Zendesk, Kustomer, or Intercom. Obsessed with delivering exceptional customer service and driven to achieve the best possible outcomes for our users. Proactive problem-solvers and process-improvers, with a passion for identifying areas for improvement and implementing effective solutions. Preferred Qualifications Bachelor's degree or college experience preferred, with a strong foundation in customer service, communications, or a related field. Previous start-up experience is a plus, with a demonstrated ability to adapt to fast-paced and dynamic environments. Knowledge of collectibles is a plus, with a passion for learning and staying up-to-date on industry trends and developments. Career Growth and Learning Benefits At arenaflex, we're committed to helping our team members grow and develop their skills. As a Customer Experience Agent, you'll have access to: Ongoing training and development opportunities, with a focus on customer service, communication, and problem-solving skills. Mentorship and coaching from experienced team members, with regular feedback and performance evaluations. Opportunities for career advancement, with a clear path for professional growth and development. Work Environment and Company Culture arenaflex is proud to offer a dynamic and supportive work environment, with a strong focus on teamwork, collaboration, and open communication. Our company culture is built on the values of innovation, customer obsession, and continuous improvement, with a commitment to diversity, equity, and inclusion. As a team member, you'll enjoy: A flexible and remote work environment, with the opportunity to work from home and collaborate with team members across the globe. A comprehensive benefits package, including health insurance, retirement planning, and paid time off. A monthly allowance for cell phone and internet, with a home office setup allowance to support your remote work needs. A dogfooding allowance, with the opportunity to experience our products and services firsthand. Compensation and Perks arenaflex offers a competitive compensation package, with a hourly rate range of $24.04/hour to $28.85/hour, depending on experience and qualifications. In addition to your hourly rate, you'll enjoy a range of benefits and perks, including: Flexible time off policy and holiday pay for working company-wide holidays. Health insurance options, including medical, dental, and vision coverage. Work-from-home support, with a home office setup allowance and monthly allowance for cell phone and internet. Care benefits, including monthly allowances for food and wellness, and an annual allowance towards childcare. Retirement planning, with a 401k offering and employer match up to 4% of base salary. Conclusion If you're passionate about customer service, eager to learn and grow, and excited about the opportunity to join a fast-paced and innovative company, we encourage you to apply for the Customer Experience Agent role at arenaflex. With a strong commitment to our values and a focus on delivering exceptional user experiences, we're confident that you'll find a rewarding and challenging career with our team. Apply now to join the arenaflex family and help us shape the future of ecommerce! Apply for this job