**Experienced Full Stack Customer Service Representative – Digital Support Squad Representative**

At arenaflex, we're building a team of passionate and dedicated professionals who share our vision of delivering exceptional customer experiences across various digital platforms. As a key member of our Digital Support Squad, you'll play a crucial role in helping our clients' customers navigate their online journeys, providing top-notch support, and driving sales growth. If you're a creative problem-solver with a passion for helping others, we want to hear from you! **About arenaflex** arenaflex is a 20+ person Shopify Expert digital marketing agency based in Toronto, with a growing presence across Canada. Founded in 2015, we've established ourselves as a leading provider of comprehensive digital marketing solutions, including social media management, email marketing, website design and development, influencer marketing, branding, and customer service. Our clients span various industries, from skin care and restaurants to home decor, CPGs, vapes, food and drinks, baby products, real estate, accounting, and more. Some of our clients have been featured in prominent publications like Vogue, Cosmopolitan, Forbes, Business Insider, GOOP, and are sold in major retail chains like Walmart, Target, and Loblaws. **What to Know About This Role** As a Digital Support Squad Representative, you'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences. We're not just looking for someone to handle customer inquiries; we're looking for a creative problem-solver who can think on their feet, provide strategic solutions, and drive sales growth. Our Digital Support Squad is where we promote from, and 50% of our Marketing team members have come from this role. We hire DSSRs with the expectation that they'll identify which parts of digital marketing they love best and we'll facilitate that interest through training, mentorship, hands-on-experience, and eventually, a promotion to the Marketing team. **Key Responsibilities** As a Digital Support Squad Representative, you'll be responsible for: * Resolving customer issues online through software tools like Gorgias and Aircall * Handling incoming tickets, website chats, and phone calls, responding to social media comments and DMs, and engaging with relevant social communities through proactive engagement efforts * Handling outbound calls on behalf of our clients to engage with customers requiring further sales assistance * Following internal processes and brand voice to respond to all customer inquiries, messages, and concerns, and working with your fellow Digital Support Squad Reps to provide solutions or determine if escalating to the client is necessary * Reporting to the Customer Experience Manager, who managed the DSSR team and will assist with questions, training, and client management * Assisting with developing the brand marketing strategy, in tandem with the arenaflex Marketing team, based on your "in the weeds" knowledge of the client's customer base and community * Supporting the Marketing team with other efforts such as assisting with our "Last Eyes" process to ensure our deliverables go out perfectly, all while exposing you to other areas of digital marketing that may interest you **Essential Qualifications** To join our team, you should have: * At least 1 year of experience working in a customer service role (not necessarily online) * Exceptional interpersonal skills * Comprehensive writing skills * The strategic capacity to make important judgment calls when handling customer service tasks such as providing refunds, reshipments, or calling out a customer's BS (according to client guidelines, of course!) * A passion for helping people * A casual work environment (even though it's from home, we're still pretty casual) * The ability to pay exceptional attention to detail * You must be able to work days and nights (no overnights) during the week and weekends * BONUS: If you speak French! **Preferred Qualifications** * Bachelor's Degree (preferred) * Experience in digital marketing or a related field (preferred) **Skills and Competencies** To succeed in this role, you'll need: * Excellent communication and interpersonal skills * Strong problem-solving and analytical skills * Ability to work in a fast-paced environment and prioritize tasks effectively * Proficiency in software tools like Gorgias and Aircall * Strong writing and editing skills * Ability to think strategically and make important judgment calls * Passion for helping others and delivering exceptional customer experiences **Career Growth Opportunities and Learning Benefits** As a Digital Support Squad Representative, you'll have the opportunity to: * Develop your skills in digital marketing and customer service * Work with a dynamic team that's passionate about delivering exceptional customer experiences * Participate in training and mentorship programs to help you grow in your career * Assist with developing the brand marketing strategy and contribute to the growth of our clients' businesses * Support the Marketing team with other efforts and expose yourself to other areas of digital marketing that may interest you **Work Environment and Company Culture** At arenaflex, we're committed to creating a positive and inclusive work environment that fosters growth, creativity, and collaboration. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join us. As a remote team, we're flexible and adaptable, and we're committed to making sure our team members feel connected and supported. **Compensation, Perks, and Benefits** As a Digital Support Squad Representative, you'll receive: * A competitive salary of $17.20 per hour * Bonus pay and overtime pay * Health benefits * Free stuff from our clients * Company events (virtually and in-person, when possible!) * Month-in-advanced schedules (none of that "5 day heads up" like in retail / restaurants!) * The opportunity to build a career in digital marketing **How to Apply** If you're a creative problem-solver with a passion for helping others, we want to hear from you! Please submit your cover letter and resume to careers [at] arenaflex [dot] ca. We prefer that you include the code dssr2024 in your cover letter. Those candidates will be given priority. **Ready for an Easy Start?** This is a low-stress role with great rewards. If you're reliable and willing to learn, we want you. Apply now and join our team of passionate and dedicated professionals who are committed to delivering exceptional customer experiences! Apply for this job