At arenaflex, we're on a mission to revolutionize the way nonprofits and changemakers raise funds, engage with their communities, and make a lasting impact. As a Customer Support Chat Specialist, you'll be at the forefront of this movement, working closely with our users to ensure they have the best possible experience with our platform. If you're passionate about delivering exceptional customer service, have a knack for problem-solving, and thrive in a dynamic, remote work environment, we want to hear from you!
**About arenaflex**
arenaflex is a leading nonprofit fundraising and CRM platform that empowers millions of changemakers to raise more, pay less, and give better. Our platform is designed to help nonprofits streamline their fundraising efforts, manage their donor relationships, and stay connected with their communities. We're proud to be certified as a Great Place to Work in 2021, 2022, 2023, and 2024, and we're committed to creating a work environment that's healthy, supportive, and inclusive.
**Job Summary**
As a Customer Support Chat Specialist at arenaflex, you'll be responsible for providing exceptional support to our users through live chat and email. You'll work closely with our users to resolve their queries, identify areas for improvement, and provide proactive solutions to ensure they get the most out of our platform. If you're a customer-centric individual with a passion for delivering top-notch support, we encourage you to apply for this exciting opportunity.
**Responsibilities**
* Respond to queries from users in a timely and accurate way via live chat and email
* Follow up with unresponsive users and leads to ensure their questions are resolved
* Proactively identify user needs and help customers implement specific features
* Analyze product malfunctions (for example, by testing different scenarios or impersonating users) and report them
* Gather user feedback, feature requests, and workarounds, and proactively suggest improvements
* Collaborate with our development team to resolve technical issues and implement new features
* Stay up-to-date with our platform's latest features and updates to provide informed support to our users
**Requirements**
* 2+ years of experience working remotely in the tech industry
* 2+ years of experience as a Customer Support Specialist or similar CS role
* Experience handling multiple incoming chat requests simultaneously
* Access to a computer or laptop and reliable internet (2nd monitor recommended)
* Experience using help desk software and remote tools (i.e. Intercom, Slack, Notion)
* Excellent written and verbal communication skills in English
* Agents must provide their own computer and stable internet connection
**Preferred Qualifications**
* Experience working with nonprofit organizations or the charitable sector
* Familiarity with CRM and fundraising software
* Strong analytical and problem-solving skills
* Ability to work in a fast-paced, dynamic environment
* Experience with user testing and feedback analysis
**What We Offer**
* Competitive salary package, commensurate with experience
* Generous bonus plan
* Healthy and supportive work environment
* Holiday policy: arenaflex Support is open 24/7. If you work a US holiday, you will get your regular pay plus a day of vacation time to bank and use anytime in the next 12 months.
* Love what you do: arenaflex is a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.
* 3 months of paid training
* Opportunity to grow your career in a dynamic, remote work environment
**Work Environment and Culture**
At arenaflex, we're committed to creating a work environment that's healthy, supportive, and inclusive. Our team is passionate about delivering exceptional customer service, and we're looking for like-minded individuals to join our ranks. As a remote work company, we're flexible and adaptable, and we're committed to providing the tools and resources you need to succeed in your role.
**How to Apply**
If you're a customer-centric individual with a passion for delivering top-notch support, we encourage you to apply for this exciting opportunity. Please submit your application today, and let's work together to make a lasting impact in the nonprofit sector.