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

Introduction to arenaflex arenaflex is revolutionizing the world of ecommerce by bringing together community, shopping, and entertainment in a unique and engaging way. As the largest livestream shopping platform in North America and Europe, we offer a diverse range of products, from fashion and beauty to electronics and collectibles like trading cards, comic books, and live plants. Our mission is to create an unparalleled customer experience, and we're committed to our values of innovation, community, and customer satisfaction. With a remote co-located team operating out of hubs in the US, UK, Ireland, Poland, and Germany, we're a dynamic and growing company that's always looking for talented individuals to join our team. About the Role The Customer Experience team at arenaflex is dedicated to driving the best possible user experience through process improvement, order management, and problem-solving. As a Customer Experience Agent, you will be responsible for ensuring that our customers receive their products as quickly as possible and that any issues are resolved in a timely and satisfactory manner. This is a fantastic opportunity to join a fast-paced and innovative company and make a real impact on our customers' experiences. Key Responsibilities Interact with buyers and sellers with a customer-first attitude, ensuring a positive experience for all users. Resolve customer issues regarding 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. Collaborate with other departments to troubleshoot, research, and resolve open questions and issues. Seek out opportunities to eliminate repeat contacts and improve the overall customer experience. About You We're looking for a curious and motivated individual who is passionate about delivering exceptional customer experiences. If you have a growth mindset, a willingness to learn, and a customer-first attitude, we want to hear from you. You should be a proactive problem-solver with excellent communication skills and a ability to work in a fast-paced environment. Essential Qualifications Open to working overnight shifts from 10pm - 7:00am PST. 2+ years of support experience handling email and/or chat services. Weekend availability required. Understanding of ecommerce and marketplace operations. Experience with customer-facing systems like Zendesk, Kustomer, or Intercom. Obsession with customers and a passion for delivering exceptional service. Proactive problem-solver and process-improver. Bachelor's degree or college experience preferred. Previous startup experience is a plus. Preferred Qualifications Knowledge of collectibles is a plus. Experience working in a remote or co-located team environment. Familiarity with livestream shopping platforms or similar ecommerce environments. 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 the opportunity to learn about our products, processes, and systems, as well as develop your problem-solving and communication skills. We offer a range of training and development programs, including onboarding, mentorship, and ongoing education and support. Work Environment and Company Culture arenaflex is a dynamic and innovative company that values diversity, inclusivity, and community. We believe in creating a positive and supportive work environment that encourages collaboration, creativity, and growth. Our team members are passionate about delivering exceptional customer experiences, and we're committed to making a positive impact on our customers' lives. Compensation and Benefits We offer a competitive compensation package, including a hourly rate of $24.04/hour to $28.85/hour, depending on experience and qualifications. In addition to your hourly rate, you'll also receive a range of benefits, including: Flexible time off policy and holiday pay for working company-wide holidays. Health insurance options, including medical, dental, and vision. Work-from-home support, including a home office setup allowance and monthly allowance for cell phone and internet. Care benefits, including monthly allowance for food and wellness, annual allowance towards childcare, and lifetime benefit for family planning. Retirement benefits, including 401k offering for traditional and Roth accounts in the US (employer match up to 4% of base salary) and pension plans internationally. Monthly allowance to "dogfood" the app and experience our products firsthand. Parental leave, including 16 weeks of paid parental leave and one month gradual return to work. Conclusion If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we want to hear from you. As a Customer Experience Agent at arenaflex, you'll have the opportunity to make a real impact on our customers' lives and be part of a dynamic and innovative company that's changing the face of ecommerce. Apply now to join our team and start your journey with arenaflex! Apply for this job