**Experienced Full Stack Customer Support Advocate – Web & Cloud Application Development**

At arenaflex, we're revolutionizing the way people experience short-term rentals by building innovative software that empowers hosts to rent their properties with ease. Our cutting-edge product and user experience have captured the hearts of our customers, who appreciate our commitment to delivering exceptional support and value. As a Staff Customer Support Advocate, you'll play a vital role in championing outstanding customer experiences while driving strategic initiatives that shape our support operations.

• *About arenaflex**

arenaflex is a bold and daring company that thrives on taking on big challenges. We believe in the power of diversity and seek candidates from a wide range of backgrounds, experiences, and perspectives. Our Applicant Handbook is a treasure trove of information about our company culture, values, and recruitment process. We encourage you to explore it and get a glimpse into what makes us tick: https://bit.ly/hsptblhndbk

Our customers are at the heart of everything we do, and we're committed to providing rapid and effective support to address their concerns. Take a look at one of our public Town Halls to see our dedication to transparency and customer-centricity: https://bit.ly/hptwn

• *About the Role**

As a Staff Customer Support Advocate, you'll spend around 60-70% of your time in the queue, supporting our customers via email, live chat, and troubleshooting calls. The remaining 30-40% of your time will be dedicated to leading projects that impact the overall customer experience, such as:

• Improving customer-facing documentation
• Training our AI solution
• Creating training materials for our team
• Investigating and troubleshooting complex user issues
• Providing expert frontline customer support
• Serving as a Product Expert, offering insights and advice to Product Managers and other stakeholders
• Creating comprehensive educational content (videos, documentation, quizzes) for customers and internally

• *What You'll Do**

• Provide exceptional frontline customer support, handling complex cases and setting an example of customer service excellence
• Investigate and troubleshoot challenging user issues with advanced technical knowledge
• Answer questions throughout the entire user journey via live chat, email, and Zoom calls
• Lead strategic projects that drive significant organizational impact
• Work closely with one of our awesome Customer Support Advocates, Cameron, who's passionate about apricot-filled adventures
• Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders
• Create comprehensive educational content (videos, documentation, quizzes) for customers and internally

• *Schedule and Time Zone**

For this position, we're aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). The role will be reporting Sunday through Thursday.

• *Requirements**

We're looking for someone with significant (7+ years) experience in customer-facing roles, especially in SaaS. If you're hesitant to apply because you feel you don't meet the qualifications fully, don't worry! We still want to hear from you.

• Significant (7+ years) experience in customer-facing roles, especially in SaaS
• Excellence (and a genuine fun!) in frontline customer support with consistent high performance
• Advanced troubleshooting abilities for complex technical issues
• Experience balancing daily support responsibilities with strategic initiatives
• Proven ability to take ownership of strategic initiatives that improve the team and customer experience
• Experience mentoring team members and driving knowledge sharing
• Very special kudos if you're an Airbnb host or have been working with a short-term rental business

• *Benefits**

At arenaflex, we're committed to creating an environment where everyone loves to work. Here are some of the benefits you can expect:

• A supportive and caring team environment, where you're trusted, not managed
• A gross salary for US employees ranging from $81,787.68 to $102,521.90
• An extra incentive into our equity with RSUs through our $HOST token (not tied to location or status)
• Up to 35 paid days off per year, including self-serve public holidays, sick leave, and parental leave when needed
• For US employees: healthcare (including EPO, PPO, and HSA), 401(k)
• Mental-health and emotional support with therapists on call through Slack

• *Join the arenaflex Team**

If you're passionate about delivering exceptional customer experiences and driving strategic initiatives, we want to hear from you! Apply now to become a part of our dynamic team and help shape the future of short-term rentals.