Introduction to arenaflex
arenaflex is revolutionizing the way people play the lottery by offering a secure, convenient, and fun mobile platform. As the first mobile lottery app in the U.S., we provide players with the ability to order official state lottery tickets, such as Powerball, Mega Millions, and more, directly from their smartphones. Our mission is to modernize the $300B global lottery market, making it accessible and enjoyable for everyone. We're committed to creating a more responsible and user-friendly experience, and we're looking for talented individuals to join our team.
About the Role
As a Customer Support Associate at arenaflex, you will play a vital role in delivering exceptional support and ensuring the best possible customer experiences for our end users. You will be the expert resource for our customers, handling incoming inquiries and requests across multiple channels, including phone, email, social media, and in-app messaging. If you have an outgoing personality, excellent communication skills, and experience with support platforms and social media channels, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Respond to all customer inquiries and support requests across multiple channels, ensuring users' needs are met and issues are resolved in a timely and professional manner.
- Manage ID verifications, ACH requests, chargebacks, and other day-to-day operational functions, maintaining a high level of accuracy and attention to detail.
- Communicate with end users via phone, voicemail, in-app and web messaging, email, and social media, providing positive and supportive interactions that reflect the arenaflex brand.
- Collaborate with internal functions and external third parties to resolve complex issues, demonstrating excellent problem-solving skills and a customer-centric approach.
- Continually build and maintain expert-level product knowledge, staying up-to-date with the latest features, updates, and industry developments.
Essential Qualifications
- Prior B2C high-volume support experience, with a proven track record of delivering exceptional customer experiences in a fast-paced environment.
- Proficiency with CS platforms such as Helpshift or Zendesk, with the ability to quickly learn and adapt to new systems and tools.
- Excellent communication skills, both verbal and written, with the ability to effectively communicate with customers, colleagues, and external partners.
- Bilingual proficiency in English and Spanish, with the ability to communicate fluently with customers who speak either language.
- Experience communicating with customers via social media, app store reviews, and other digital channels, with a strong understanding of the importance of social media in customer support.
- Familiarity with payment processing systems and dispute resolution (ACH, credit cards, chargebacks, etc.), with the ability to navigate complex payment-related issues.
- Willingness and ability to work flexible and/or extended hours (evenings/overnight), with a commitment to providing 24/7 support to our customers.
Preferred Qualifications
- Experience working in a remote or distributed team environment, with a strong ability to self-motivate and work independently.
- Knowledge of the lottery or gaming industry, with a understanding of the unique challenges and opportunities in this space.
- Experience with customer support metrics and analytics, with the ability to track and improve key performance indicators (KPIs) such as first response time, resolution rate, and customer satisfaction.
Skills and Competencies
To be successful in this role, you will need to possess a range of skills and competencies, including:
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and external partners.
- Strong problem-solving and analytical skills, with the ability to navigate complex issues and develop creative solutions.
- Ability to work in a fast-paced environment, with a strong sense of urgency and a commitment to delivering exceptional customer experiences.
- Strong attention to detail and accuracy, with a focus on ensuring that all customer interactions are handled professionally and efficiently.
- Ability to adapt to changing priorities and circumstances, with a flexible and resilient approach to work.
Career Growth and Learning Benefits
At arenaflex, we are committed to providing our employees with opportunities for growth and development, both personally and professionally. As a Customer Support Associate, you will have access to:
- Comprehensive training and onboarding program, designed to equip you with the skills and knowledge you need to succeed in your role.
- Ongoing coaching and feedback, with regular check-ins and performance reviews to help you grow and develop in your career.
- Opportunities for career advancement, with a clear path for progression and advancement within the company.
- Access to industry-leading tools and technologies, with the opportunity to work with cutting-edge systems and platforms.
Work Environment and Company Culture
At arenaflex, we pride ourselves on our positive and supportive company culture, with a strong focus on teamwork, collaboration, and mutual respect. As a remote employee, you will be part of a distributed team that values flexibility, autonomy, and open communication. We offer a range of benefits and perks, including:
- Flexible working hours and remote work arrangements, with the ability to work from anywhere and create a schedule that suits your needs.
- Competitive compensation and benefits package, with a range of perks and benefits designed to support your well-being and quality of life.
- Opportunities for socialization and team-building, with regular virtual events and activities designed to bring our remote team together.
- A dynamic and inclusive work environment, with a strong focus on diversity, equity, and inclusion.
Compensation and Benefits
The starting rate for this role is $28 per hour, with opportunities for overtime and career advancement. We offer a range of benefits and perks, including:
- Competitive hourly rate, with opportunities for overtime and bonuses.
- Comprehensive benefits package, with access to health, dental, and vision insurance, as well as 401(k) matching and other perks.
- Flexible paid time off and holidays, with a generous allowance for vacation, sick leave, and holidays.
- Opportunities for professional development and growth, with access to training, coaching, and career advancement opportunities.
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity to join the arenaflex team. As a Customer Support Associate, you will play a vital role in shaping the customer experience and driving the success of our business. With a competitive compensation and benefits package, opportunities for career growth and development, and a positive and supportive company culture, this is an opportunity not to be missed. Apply now to join our team and start your journey with arenaflex!
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