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Join the arenaflex Family: Where Customer Joy Meets Professional Excellence
Are you ready to be part of something truly special? At arenaflex, we don't just sell products—we create moments of joy, connection, and possibility. As the creator of delectable, award-winning popcorn and an easy-to-use fundraising platform that empowers youth sports and activities across America, arenaflex is on a mission to make a meaningful difference in communities nationwide. Our commitment to spreading joy extends beyond our products to our incredible team members, who are the heart and soul of everything we do.
We are currently seeking a talented and motivated Customer Support Specialist – 2nd Shift to join our growing customer success team. This is a fully remote position (remote - applicants must reside in one of the following states: California, Florida, Illinois, Indiana, Michigan, Missouri, or New York) where you'll play a pivotal role in delivering exceptional support experiences to customers across the United States. If you're passionate about helping others, thrive in a fast-paced environment, and want to be part of a company that truly cares about its employees and customers, we invite you to apply today!
About arenaflex
At arenaflex, we believe that business should be a force for good. Our story began with a simple idea: create the most delicious popcorn imaginable while making a positive impact on communities across America. Over the years, we've grown from a small popcorn company into a national movement, with our innovative fundraising platform helping youth sports teams, school groups, and community organizations raise millions of dollars to support kids' dreams.
But aren't satisfied stop at just great products. Our commitment to social responsibility is woven into the fabric of our company culture. Through the arenaflex Kids Foundation, we host special events across the country bringing all-ability fun to children with special needs and their families. We've been featured on the Today Show, recognized by industry leaders, and most importantly, we've created a workplace where our team members genuinely love to come to work.
When you join arenaflex, you're not just accepting a job—you're becoming part of a family that values integrity, creativity, collaboration, and the relentless pursuit of excellence. We invest in our people because we know that when our team thrives, our customers thrive, and our communities thrive.
The Role: Customer Support Specialist – 2nd Shift
As a Customer Support Specialist at arenaflex, you'll be the frontline ambassador of our brand, responsible for creating positive experiences that build lasting relationships with our customers. This position operates on the 2nd shift (Monday through Friday, 12:00 PM – 8:00 PM CST) and offers a competitive hourly rate plus shift premium, along with a comprehensive benefits package.
You'll be directly supporting customers across the United States in real-time, handling inquiries related to orders, fundraising events, product information, and account management. This role works cross-functionally with our shipping, product, and technical support teams to ensure every customer issue is resolved efficiently and professionally.
Key Responsibilities
- Multi-Channel Customer Support: Respond to and resolve customer inquiries through email, chat, social media, and phone channels within established Service Level Agreements (SLAs). You'll be the friendly voice and helpful text that customers encounter when they reach out to arenaflex.
- First-Contact Resolution: Provide accurate and complete resolutions on the first attempt whenever possible, demonstrating your problem-solving abilities and product knowledge.
- Empathetic Communication: Adapt your communication tone to match customer sentiment, showing genuine empathy and professionalism in every interaction. Understanding that behind every inquiry is a person seeking help is crucial to success in this role.
- Technical Troubleshooting: Troubleshoot order, account, and platform issues; escalate to appropriate teams when necessary while maintaining clear communication with customers about next steps.
- Documentation Excellence: Accurately categorize, tag, and document all tickets in our support system to maintain comprehensive customer records and enable data-driven improvements.
- Policy Adherence: Follow established policies, templates, and best practices in every interaction, ensuring consistency and quality across all customer touchpoints.
- Continuous Improvement: Track recurring issues and escalate patterns to leadership for continuous improvement initiatives. Your insights can help shape the future of our customer experience.
- Professional Development: Participate in team meetings, training, and coaching sessions to continuously enhance your skills and knowledge.
- Knowledge Base Contribution: Contribute feedback to improve macros, knowledge base articles, and processes, helping make arenaflex even better for future customers and team members.
- Peak Season Support: Support peak-season demand with occasional overtime when required, playing a vital role in maintaining our high service standards during busy periods.
Essential Qualifications
To succeed as a Customer Support Specialist at arenaflex, you'll need:
- Exceptional Communication Skills: Excellent written and verbal communication skills that allow you to convey complex information clearly and professionally.
- Problem-Solving Abilities: Strong problem-solving and critical thinking abilities to navigate unexpected challenges and find creative solutions.
- Multi-Tasking Excellence: Ability to manage multiple tickets simultaneously and prioritize effectively in a dynamic environment.
- Technical Proficiency: Proficiency with customer support platforms (such as Kustomer, Zendesk, Freshdesk, or similar systems). You should be comfortable learning new software quickly.
- Emotional Intelligence: High emotional intelligence and adaptability in customer interactions, allowing you to de-escalate tense situations and turn negative experiences into positive ones.
- Technical Requirements: Reliable internet connection (minimum download speed of 25 Mbps) and a quiet, professional workspace for handling customer calls.
- Education: High School Diploma or GED equivalent required.
- Experience: 1–2 years in customer support, call center, or help desk environment.
Preferred Qualifications & Growth Opportunities
While not required, the following experience and skills would be valued and could accelerate your success at arenaflex:
- Experience with eCommerce or fundraising platforms
- Familiarity with shipping/logistics workflows
- Familiarity handling and protecting sensitive user data such as payment information, EINs, SSNs, and other personally identifiable information
- Previous experience with automation or AI-driven support tools
- 2+ years in remote customer support for eCommerce, SaaS, or retail
What You'll Learn & Grow
At arenaflex, we believe in investing in our team members' growth and development. As part of our customer support team, you'll have access to:
- Comprehensive Training: Extensive onboarding and ongoing training programs that will teach you everything about our products, platforms, and customer service best practices.
- Career Advancement: Opportunities to grow into senior support roles, team lead positions, or specialize in areas like technical support, quality assurance, or training.
- Industry Knowledge: Deep expertise in eCommerce operations, fundraising dynamics, and the special popcorn industry.
- Cross-Functional Exposure: Experience working with shipping, product, and technical support teams, giving you a broad understanding of how a successful consumer brand operates.
- Remote Work Mastery: Develop excellent self-management skills and remote collaboration techniques that will serve you throughout your career.
Work Environment & Culture
As a remote employee at arenaflex, you'll enjoy the best of both worlds: the flexibility to work from home while being connected to a supportive, collaborative team. Our remote culture is built on trust, communication, and a shared commitment to excellence.
You'll participate in regular team meetings, one-on-one check-ins with your manager, and collaborative sessions with colleagues across departments. We use modern communication tools to stay connected, share knowledge, and celebrate successes together.
At arenaflex, we foster an environment where:
- Every voice matters and is heard
- Innovation and creativity are encouraged
- Work-life balance is respected and supported
- Diversity and inclusion are celebrated
- Personal and professional growth is prioritized
- Fun and laughter are part of the workday
Compensation & Benefits
We're committed to rewarding our team members fairly and competitively. The compensation package for this position includes:
- Base Pay: $24.00 per hour
- Shift Premium: Additional $0.50 per hour for 2nd shift work
- Target Annual Bonus: 10% of base salary, awarded based on individual and company performance
- Total Hourly Compensation: $24.50 per hour (base + shift premium)
Comprehensive Benefits Package:
- Health Insurance: Competitive medical, dental, and vision coverage with plans that can fit each teammate's unique needs. We offer coverage effective from day one.
- Retirement Savings: Immediate vesting in our 401(k) retirement plan, with company matching to help you build financial security.
- Paid Time Off: Generous paid time off policy allowing you to recharge and maintain work-life balance.
- Company-Paid Leaves: Paid parental leave, bereavement leave, and other company-paid leave benefits.
- Unique Perks: Enjoy our famous Popcorn Allowance—because what's better than free, delicious arenaflex popcorn?
- Additional Benefits: Access to employee assistance programs, professional development opportunities, and more.
The final discretionary compensation that will be offered for this role depends on a variety of factors, including job-related knowledge, skills, experience, and market location. We're committed to transparent, fair compensation practices.
Equal Opportunity Employer
At arenaflex, we're on a mission to create more joy in people's lives, and that includes our internal employees. We strive to create a place where people love to be a part of, where individuals can discover and practice their unique skill sets, a place where they can contribute and do their best work.
arenaflex is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.
Join the arenaflex Family Today
If you're ready to be part of a company that truly values its people and is passionate about creating joy in the world, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at arenaflex, you'll not only develop valuable skills and advance your career, but you'll also be part of something bigger—a team that's making a real difference in communities across America.
We're looking for enthusiastic, dedicated individuals who are excited about delivering exceptional customer experiences and want to grow with a company that's growing too. If this sounds like you, we can't wait to hear from you!
Apply now and start your journey with the arenaflex family!