Experienced Customer Support and Success Professional – Coffee Roaster Industry
At arenaflex, we're passionate about empowering coffee roasters to streamline their weekly sales and production planning process, allowing them to focus on what matters most – their craft, their team, and their community. As a key member of our remote team, you'll play a vital role in ensuring our customers have an exceptional experience with our product and our team. If you're a self-starter with a passion for customer success, a knack for problem-solving, and a love for learning, we'd love to hear from you!
About arenaflex
arenaflex is a cutting-edge technology company dedicated to revolutionizing the coffee roasting industry. Our innovative platform, RoasterTools, helps coffee roasters automate their day-to-day tasks, freeing up time to focus on what matters most. With a small but mighty team, we're passionate about our product, our people, and making a positive impact on the lives of coffee roasters and their customers.
The Role
As an Experienced Customer Support and Success Professional, you'll be responsible for:
- Onboarding new customers and ensuring a seamless experience with our product
- Managing and responding to support requests in a timely and effective manner
- Proactively reaching out to customers in trial to provide guidance and support
- Collaborating with our Engineering and Product teams to identify opportunities for improvement
- Developing and maintaining self-help resources, including documentation and video tutorials
- Conducting user training sessions via Zoom
- Tracking and reporting success metrics
- Attending weekly team meetings and contributing to our remote team's success
Your Characteristics and Traits for Success
* Empathy and understanding of the goals and desires of coffee roasters and their customers
- Goal-oriented and motivated to set and achieve targets
- Ability to remain calm and composed when dealing with frustrated customers
- Curious and always learning mindset, with a willingness to seek out new knowledge and solutions
- Comfortable working independently and communicating effectively via video and online messaging platforms
- Proactive and responsible, with a focus on ensuring customer success
Your Daily Challenges
* Answering help desk tickets in a timely and effective manner
- Working with the team to improve the customer experience
- Identifying opportunities to empower users through self-help resources
- Collaborating with the team on tickets that require input
- Tracking and reporting success metrics
- Attending weekly team meetings and contributing to our remote team's success
Your Experience and Qualifications
* 2+ years of experience in online customer service or customer support
- 2+ years of experience in customer success
- 2+ years of hands-on experience working in B2B (or B2C) SaaS
- Experience working at a coffee roastery (nice to have, but not required)
- Experience using HelpScout (nice to have)
- Experience working with goals and metrics (KPIs) in previous roles
- Excellent communication skills, both written and verbal
- Experience working as part of a remote team
Your Compensation
* Compensation varies with experience and qualifications
- This is a full-time remote/work from home contract position
- Pay is between $1500-$2500 USD / month
- Reference checks will be conducted on final candidates
Why Join arenaflex?
* Be part of a small but mighty team that's passionate about making a positive impact on the coffee roasting industry
- Work remotely from anywhere in the world, with a flexible schedule that suits your needs
- Collaborate with a talented team of professionals who are dedicated to customer success
- Enjoy a competitive compensation package and opportunities for growth and development
- Be part of a company that's committed to innovation, customer satisfaction, and community engagement
How to Apply
If you're a motivated and customer-focused individual who is passionate about the coffee roasting industry, we'd love to hear from you! Please submit your application through our website, including your resume, cover letter, and any relevant experience or qualifications. We can't wait to hear from you! Apply Now! Note: arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and supportive of all employees. Apply for this job