**Job Type:** Part-time, Remote
**Location:** United States (US time zone)
**Work Hours:** 20 hours per week (with potential to transition to full-time)
**About arenaflex**
arenaflex is a dynamic and innovative company that is revolutionizing the way businesses interact with their customers. We are a team of passionate individuals who are dedicated to providing exceptional customer support and experiences. Our company culture values creativity, initiative, and a solution-oriented mindset, and we are looking for like-minded individuals to join our team.
**Job Summary**
We are seeking an experienced Customer Support Specialist to join our team on a part-time basis. As a Customer Support Specialist, 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. You will also be expected to initiate conversations and gather initial requirements for messages related to business/wholesale leads, influencer DMs, etc., before transitioning to our founders. This is a fantastic opportunity to join a growing company and make a real impact on our customer support processes.
**Responsibilities**
As a Customer Support Specialist at arenaflex, your responsibilities will include:
* Managing and responding to all inbound messages across multiple platforms, including:
+ Email
+ Website Form/Chat
+ Instagram
+ Facebook
+ 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
* Using 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**
To be successful in this role, you will need:
* 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**
We are looking for individuals who possess the following soft skills:
* Ability 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**
You will need to be proficient in:
* Managing operations and troubleshooting within Shopify
* 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**
As a part-time Customer Support Specialist at arenaflex, you will enjoy:
* Competitive hourly rate
* Opportunity to work with a dynamic and innovative company
* Flexible work schedule (20 hours per week)
* Potential to transition to full-time
* Opportunity to learn and grow with our company
* Collaborative and supportive team environment
* Access to cutting-edge technology and tools
* Professional development and training opportunities
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role.
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