**Job Type:** Part-time, Remote **Work Schedule:** 20 hours per week, with the potential to transition to full-time **Location:** United States (US time zone) **About arenaflex** arenaflex is a dynamic and innovative company that is revolutionizing the way we approach customer support. With a strong focus on delivering exceptional customer experiences, we are seeking a highly skilled and motivated Customer Support Specialist to join our team. As a Customer Support Specialist, you will play a critical role in helping us handle an increasing number of customer support-related queries, providing solutions-oriented support, and driving business growth. **Responsibilities:** As a Customer Support Specialist at arenaflex, you will be responsible for managing and responding to all inbound messages across multiple platforms, including: * Email, Website Form/Chat, Instagram, Facebook, and SMS/Text * Social media ad comments on Facebook/Instagram (reply, hide, or delete as needed) * Initiating conversations and gathering initial requirements for messages related to business/wholesale leads, influencer DMs, etc., before transitioning to founders * Utilizing Richpanel.com as the primary customer success platform to handle communications effectively * Tagging all relevant conversations or orders and using automations to optimize tagging processes * Organizing and adding new tags for efficient conversation tracking * Leveraging IF/THEN/AND/OR logic in automation workflows and proposing improvements as needed * Using Richpanel AI for faster responses while ensuring accuracy and modifying AI responses where necessary * Managing and updating the self-service knowledge base, ensuring customers can access FAQs, view/manage orders, and initiate support tickets * Identifying new customer questions and topics, adding them into support processes (response, tagging, knowledge base, etc.) * Utilizing existing templated responses (macros) and creating new ones for faster replies and consistent messaging * Compiling reports on customer issues and outreach topics to gain insights into customer needs and identify trends * Following up with customers who leave negative reviews to assist them with their concerns * Using Judge.me to request review updates from customers once their issue has been resolved * Handling warranty claims with 3PL (Flexport) for issues like lost or damaged packages, collecting necessary information, filing, tracking, and responding to claims until resolved * Overseeing the returns process, including creating returns for eligible customers in Shopify, tracking follow-ups, and issuing refunds as needed * Generating shipping labels and processing orders via Shopify * Assisting with operations within Shopify and 3PL software (Flexport) * Leveraging popular AI tools like ChatGPT for increased productivity and innovative ideas for customer support **Requirements:** * Proven experience in direct-to-consumer eCommerce environments * Background in customer support, sales, account management, or similar customer-facing roles * 3-5+ years in a relevant position, ideally within a customer support or account management capacity **Soft Skills:** * Able to quickly grasp new systems, processes, and product knowledge * Takes initiative in troubleshooting and identifying opportunities for improvement in assigned business areas * Approaches challenges with multiple potential solutions and demonstrates creative, independent thinking * Flexible in a fast-paced, evolving environment and responsive to changing needs * Skilled in time management, keeping tasks and priorities structured * Clearly and actively communicates with team members and clients alike **Technical Skills:** * Proficient in managing operations and troubleshooting within Shopify * Skilled in Google Sheets, Docs, Slides, Gmail, and Google Calendar * Experienced with Richpanel, Gorgias, or a similar customer support platform * Proficient in Slack, Coda, Notion, Asana, or similar project management tools * Familiarity with ChatGPT, Google Gemini, or other popular AI productivity tools **What We Offer:** * Competitive hourly rate * Opportunity to work with a dynamic and innovative company * Flexible work schedule with the potential to transition to full-time * Collaborative and supportive team environment * Professional development opportunities and training * Access to cutting-edge technology and tools * Recognition and rewards for outstanding performance **How to Apply:** If you are a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for the role. We look forward to hearing from you! **Apply Now:** [Insert link to apply] **Note:** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.