**Experienced Customer Support Executive – US Legal Tech**

Join arenaflex, a leading London-based legal technology company, as they transform the way large U.S. law firms manage side letters and contract data with their proprietary AI tool, ProVision. As a Customer Support Executive, you will play a critical role in creating a human-centered support experience as the company continues to grow and expand its support operations to meet increasing demand from elite law firms.

• *About arenaflex**

arenaflex is a forward-thinking company that values forward-thinking, reliability, and strong communication. Our mission is to provide exceptional support to our clients across global time zones, and we're looking for a talented individual to join our team. With a lean team of legal-tech experts, we're committed to building a collaborative, mission-driven work environment that fosters long-term team building.

• *Why Work with Us?**

We're not just another recruiting firm – we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat. Our goal is to create a supportive and inclusive work environment that allows our team members to grow and thrive.

• *Key Responsibilities:**

As a Customer Support Executive, you will be responsible for:

• Responding to inbound Zendesk tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage)
• Troubleshooting basic platform issues or user confusion, including document upload errors and account access
• Referencing and interpreting the company's internal 100-page guidebook to deliver accurate and helpful support
• Escalating complex issues internally and following through until resolved
• Designing, drafting, and implementing SOPs for CSR workflows, ticket handling, escalation paths, and resolution standards
• Tagging recurring issues for process improvements or documentation updates
• Participating in QA/bug testing when new product iterations are released to flag potential customer-impacting issues before launch
• Assisting with ad-hoc admin tasks, including guidebook updates, FAQ documentation, and internal support coordination

• *Immediate Tasks in the first 30 days:**

• System Onboarding: Learn arenaflex' platform functionality, Zendesk workflows, and SOPs
• Shadowing: Observe live support interactions to understand tone and troubleshooting expectations
• Knowledge Base Deep Dive: Study the internal 100-page guidebook and documentation to build platform fluency
• Communication Calibration: Align on tone, language, and etiquette when dealing with high-end legal clients
• Test Tickets & Chat Drills: Practice responding to mock tickets and live scenarios directly with the founding team
• Support Metrics & KPIs: Develop, define, and track relevant KPIs to monitor support performance and identify opportunities for improvement
• Start live coverage by end of Week 1 (with oversight)

• *Requirements:**

• Must-Haves:
+ Neutral English accent and exceptional written English+ Prior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours+ Tech-savvy with the ability to learn new platforms quickly and provide calm, precise responses+ Strong attention to detail and comfort following particular procedures+ Can work independently and reliably with little supervision during early morning hours
• Nice-to-Haves:
+ Background in legal tech or B2B SaaS support+ Experience handling Zendesk, Intercom, or similar ticketing/live chat platforms+ Familiarity with SaaS onboarding flows and knowledge base creation+ Prior exposure to U.S. professional services (especially law or finance)+ Previous leadership or training experience, especially in mentoring CSRs or onboarding new team members

• *Benefits:**

• Competitive Salary: To be discussed during the interview
• Remote Work: Fully remote – work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance

• *Our Recruitment Process:**

1. Application
2. PreScreening
3. Skills Assessment
4. Top-grading Interview
5. Client Interview
6. Job Offer
7. Client Onboarding

• *Apply to this Job**

If you're a motivated and customer-focused individual looking for a challenging and rewarding role, apply to this job today. Join arenaflex and be part of a team that's transforming the legal technology industry.