Experienced Customer Support Associate for Mobile Lottery App – Delivering Exceptional User Experiences in a Fast-Paced Remote Environment

Welcome to arenaflex arenaflex is revolutionizing the way people play the lottery by offering a secure, convenient, and fun mobile platform. As the first mobile lottery app in the U.S., we provide players with a seamless way to order official state lottery tickets, including Powerball, Mega Millions, and more, directly from their smartphones. Our mission is to modernize the $300B global lottery market, making it accessible and enjoyable for everyone. We're committed to creating a more responsible and user-friendly experience, and we're looking for talented individuals to join our team. About the Role As a Customer Support Associate at arenaflex, you will play a vital role in delivering exceptional support to our end-users. You will be the expert resource for our customers, handling incoming inquiries and requests across multiple channels, including phone, email, social media, and in-app messaging. Your goal will be to provide outstanding support, resolve issues efficiently, and ensure that our users have an unparalleled experience with our mobile lottery app. Key Responsibilities Respond to all customer inquiries and support requests across multiple channels, ensuring that users' needs are met and issues are resolved in a timely and professional manner. Manage ID verifications, ACH requests, chargebacks, and other day-to-day operational functions, maintaining a high level of accuracy and attention to detail. Communicate with end-users via phone, voicemail, in-app and web messaging, email, and social media, ensuring positive customer experiences and resolving issues efficiently. Collaborate with internal functions and external third parties to resolve complex issues, demonstrating excellent problem-solving skills and a customer-centric approach. Continually build and maintain expert-level product knowledge, staying up-to-date with the latest features, updates, and industry developments. Qualifications and Requirements To succeed as a Customer Support Associate at arenaflex, you will need to possess the following qualifications and skills: Prior B2C high-volume support experience, with a proven track record of delivering exceptional customer experiences in a fast-paced environment. Proficiency with customer support platforms such as Helpshift or Zendesk, with the ability to learn and adapt to new systems and tools. Excellent communication skills, both verbal and written, with the ability to communicate complex information in a clear and concise manner. Bilingual proficiency in English and Spanish, with the ability to communicate effectively with customers who speak both languages. Experience communicating with customers via social media, app store reviews, and other digital channels, with a strong understanding of the importance of social media in customer support. Familiarity with payment processing systems and dispute resolution, including ACH, credit cards, chargebacks, and other relevant systems and processes. Willingness and ability to work flexible and/or extended hours, including evenings and overnight shifts, to ensure that our customers receive the support they need, when they need it. Essential Skills and Competencies In addition to the qualifications and requirements listed above, the ideal candidate will possess the following skills and competencies: Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions. Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously. A customer-centric approach, with a strong focus on delivering exceptional customer experiences and building strong relationships with our users. Ability to work in a fast-paced, dynamic environment, with a strong sense of adaptability and flexibility. Strong attention to detail, with a high level of accuracy and quality in all aspects of work. Career Growth and Development At arenaflex, we are committed to the growth and development of our employees. As a Customer Support Associate, you will have access to a range of training and development opportunities, including: Comprehensive onboarding program, designed to equip you with the skills and knowledge you need to succeed in your role. Ongoing training and development opportunities, including workshops, webinars, and online courses, to help you build your skills and stay up-to-date with industry developments. Opportunities for career advancement, including promotions and lateral moves, to help you achieve your career goals and aspirations. A supportive and collaborative work environment, with a strong focus on teamwork and mutual respect. Work Environment and Company Culture At arenaflex, we pride ourselves on our positive and inclusive company culture. We believe in creating a work environment that is supportive, collaborative, and fun, with a strong focus on employee well-being and satisfaction. As a Customer Support Associate, you will be part of a dynamic and diverse team, with opportunities to interact with colleagues from a range of backgrounds and disciplines. Compensation and Benefits The starting rate for this role is $28 per hour, with opportunities for overtime and career advancement. As a part-time non-exempt employee, you will be eligible for overtime under FLSA requirements. We also offer a range of benefits, including: Comprehensive health insurance, with a range of options to suit your needs and preferences. Retirement savings plan, with a company match to help you build your savings and plan for the future. Paid time off, including vacation days, sick leave, and holidays, to help you relax and recharge. Opportunities for professional development and growth, including training, education, and career advancement opportunities. Conclusion If you are a motivated and customer-focused individual, with a passion for delivering exceptional support and building strong relationships with customers, we encourage you to apply for this exciting opportunity. As a Customer Support Associate at arenaflex, you will be part of a dynamic and innovative team, with opportunities to make a real difference in the lives of our customers. Don't miss out on this chance to join our team and help us revolutionize the way people play the lottery. Apply now and take the first step towards an exciting and rewarding career with arenaflex. Apply for this job