**Experienced Customer Support Specialist – Event Planning SaaS Company**
**Join arenaflex, a high-growth B2B SaaS startup revolutionizing the event planning industry, as a key member of our expanding team.**
At arenaflex, we're passionate about empowering event professionals to source and book venues seamlessly. Our innovative platform streamlines event booking management in real-time, serving 150K+ hotels, including industry leaders like Marriott, Hilton, and Hyatt. As we continue to grow and expand our customer base beyond Europe and North America, we're seeking a detail-oriented, people-first Customer Support Specialist to join our dynamic team.
**About arenaflex**
arenaflex is a fast-growing, $3M seed-funded startup that values accountability, an ownership mindset, and a data-driven approach. Our collaborative team thrives in a fast-paced, entrepreneurial environment where each person's contributions directly impact our success. With a flat organizational structure, you'll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes. You'll work closely with our founders and C-Suite, allowing you to make a real difference and be part of strategic decisions.
**Benefits of Joining arenaflex**
• Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental.
• Maternity Leave: Support for growing families.
• Future 401K Plan: Coming soon!
• Quarterly Meetups: Connect and collaborate in person with the team.
• Remote work budget and opportunities for leadership advancement.
**Job Description**
We're seeking a highly motivated Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. As a key touchpoint for both planners and hotels, you'll help troubleshoot issues and ensure timely engagement from all parties.
**Responsibilities**
* Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.
* Update and improve existing support content and macros to reflect product updates.
* Provide feedback to product and customer success teams to improve user experience.
* Proactively reach out to hotels that need to join our platform to respond to planner RFPs.
* Follow a proven script and onboarding process, adapting when needed.
* Track and maintain consistent follow-ups with hotels.
* Maintain and update hotel contact information and associate hoteliers with their properties.
* Monitor RFP response rates and identify/prioritize overdue RFPs.
* Facilitate communication between hotels and planners.
* Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.
* User Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content.
* Collaboration: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.
**Qualifications**
* 1-3+ years of experience in SaaS customer support, ideally in a startup environment.
* Self-motivated with a track record of working well independently.
* Must be comfortable being on the phone with customers.
* Excellent communication skills, both written and verbal.
* Must be able to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule.
* Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
* Must be comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
* Highly proactive beyond owning a customer support process - not an order taker.
* A clear, professional communicator, both written and verbal.
* Comfortable with learning and utilizing customer support tools, email, and chat messaging.
* Process-oriented yet adaptable in a fast-moving environment.
* Highly organized and proactive with strong follow-through.
* Experience or interest in the events/hospitality industry is a bonus.
**Why arenaflex?**
* Join a high-growth startup with a proven track record of success.
* Work with a collaborative team that values accountability, an ownership mindset, and a data-driven approach.
* Enjoy a flexible work schedule with opportunities for remote work and leadership advancement.
* Participate in quarterly meetups and connect with the team in person.
* Take advantage of our comprehensive benefits package, including health coverage, maternity leave, and a future 401K plan.
**How to Apply**
If you're a motivated and detail-oriented individual with a passion for customer support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
**Contact Information**
For more information about arenaflex and our job opportunities, please visit our website at [arenaflex website URL]. You can also reach out to us at [arenaflex email address] or [arenaflex phone number]. We look forward to connecting with you!
Apply Now
At arenaflex, we're passionate about empowering event professionals to source and book venues seamlessly. Our innovative platform streamlines event booking management in real-time, serving 150K+ hotels, including industry leaders like Marriott, Hilton, and Hyatt. As we continue to grow and expand our customer base beyond Europe and North America, we're seeking a detail-oriented, people-first Customer Support Specialist to join our dynamic team.
**About arenaflex**
arenaflex is a fast-growing, $3M seed-funded startup that values accountability, an ownership mindset, and a data-driven approach. Our collaborative team thrives in a fast-paced, entrepreneurial environment where each person's contributions directly impact our success. With a flat organizational structure, you'll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes. You'll work closely with our founders and C-Suite, allowing you to make a real difference and be part of strategic decisions.
**Benefits of Joining arenaflex**
• Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental.
• Maternity Leave: Support for growing families.
• Future 401K Plan: Coming soon!
• Quarterly Meetups: Connect and collaborate in person with the team.
• Remote work budget and opportunities for leadership advancement.
**Job Description**
We're seeking a highly motivated Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. As a key touchpoint for both planners and hotels, you'll help troubleshoot issues and ensure timely engagement from all parties.
**Responsibilities**
* Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.
* Update and improve existing support content and macros to reflect product updates.
* Provide feedback to product and customer success teams to improve user experience.
* Proactively reach out to hotels that need to join our platform to respond to planner RFPs.
* Follow a proven script and onboarding process, adapting when needed.
* Track and maintain consistent follow-ups with hotels.
* Maintain and update hotel contact information and associate hoteliers with their properties.
* Monitor RFP response rates and identify/prioritize overdue RFPs.
* Facilitate communication between hotels and planners.
* Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.
* User Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content.
* Collaboration: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.
**Qualifications**
* 1-3+ years of experience in SaaS customer support, ideally in a startup environment.
* Self-motivated with a track record of working well independently.
* Must be comfortable being on the phone with customers.
* Excellent communication skills, both written and verbal.
* Must be able to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule.
* Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
* Must be comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
* Highly proactive beyond owning a customer support process - not an order taker.
* A clear, professional communicator, both written and verbal.
* Comfortable with learning and utilizing customer support tools, email, and chat messaging.
* Process-oriented yet adaptable in a fast-moving environment.
* Highly organized and proactive with strong follow-through.
* Experience or interest in the events/hospitality industry is a bonus.
**Why arenaflex?**
* Join a high-growth startup with a proven track record of success.
* Work with a collaborative team that values accountability, an ownership mindset, and a data-driven approach.
* Enjoy a flexible work schedule with opportunities for remote work and leadership advancement.
* Participate in quarterly meetups and connect with the team in person.
* Take advantage of our comprehensive benefits package, including health coverage, maternity leave, and a future 401K plan.
**How to Apply**
If you're a motivated and detail-oriented individual with a passion for customer support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
**Contact Information**
For more information about arenaflex and our job opportunities, please visit our website at [arenaflex website URL]. You can also reach out to us at [arenaflex email address] or [arenaflex phone number]. We look forward to connecting with you!
Apply Now