At arenaflex, we're revolutionizing the way value flows on the internet by building innovative products that simplify and secure access to DeFi. Our team is passionate about creating a seamless user experience, and we're looking for a skilled Customer Support Associate to join our Nights & Weekends team. As a key member of our support team, you'll be the frontline for assisting users, triaging issues, and ensuring smooth platform operations outside of Eastern Time (EST/EDT) business hours.
**About arenaflex**
arenaflex is a leading company in the DeFi space, building products that help millions of people access DeFi simply and securely. Our flagship product, Uniswap, has processed over $2.9 trillion in volume across thousands of tokens on Ethereum and 12+ other chains. We're committed to innovation, community engagement, and providing exceptional user experiences.
**The Role**
As a Customer Support Associate, Nights & Weekends at arenaflex, you'll be responsible for providing top-notch support to our users, troubleshooting technical concerns, and escalating critical matters as needed. This is a full-time, US-based remote role that offers a unique opportunity to join a dynamic team and contribute to the growth of the DeFi industry.
**Responsibilities**
• Provide Tier 1 user support via Zendesk email, ensuring that every inquiry is handled in accordance with our Service Level Agreements (SLAs)
• Act as an advocate and onboarding specialist for users, helping them navigate our platform and resolve issues efficiently
• Communicate effectively with the broader support and engineering teams to flag incidents or issues that require escalation
• Be the first point of contact for all user issues, responsible for ensuring that every inquiry is handled in accordance with our SLAs
• Synthesize insights from user interactions and surface critical issues to the Engineering team, helping us improve our products and services
• Provide prompt, accurate, and friendly support, answering customer queries via Zendesk email and ensuring that every inquiry is handled in accordance with our SLAs
• Diagnose and resolve non-complex technical issues, escalating complex problems to the appropriate teams and following up to ensure resolution
• Act as the voice of the customer, sharing feedback and insights with the Product and Engineering teams to inform product development and improvement
• Maintain accurate records of customer interactions and communications, helping us track user engagement and identify areas for improvement
• Contribute to the ongoing improvement of the Customer Support processes and resources, ensuring that our support team is equipped to provide exceptional user experiences
**Requirements**
• Experience in customer support or a similar role in a high-growth environment is ideal, but not required to apply
• Strong written and verbal communication skills that can effectively distill complex concepts into simple ones
• You are motivated by helping others and are the type of person who prides themselves on turning an angry user into a 5-star rating
• You can help solve complex problems end-to-end, mitigating delegation as much as possible
**Nice to Haves**
• Experience with DeFi, knowledge of blockchains, and experience using crypto wallets is a big plus
• Love for the DeFi space and a passion for helping others navigate its complexities
**Compensation and Benefits**
arenaflex offers a competitive compensation package, including a minimum hourly rate of $37-$41/hr. Full-time employees are also eligible for other compensation elements, including equity, tokens, and benefits, dependent on the position type. We're committed to providing a supportive work environment and opportunities for growth and development.
**Why Join arenaflex?**
• Be part of a dynamic team that's reshaping the future of DeFi
• Contribute to the growth of a leading company in the DeFi space
• Enjoy a competitive compensation package and opportunities for growth and development
• Work in a supportive and collaborative environment that values innovation and community engagement
• Have the opportunity to make a real impact on the lives of millions of users
**How to Apply**
If you're passionate about DeFi and customer support, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!