At arenaflex, we're revolutionizing the retail, fashion, footwear, luxury, and consumer goods industries with cutting-edge Product Lifecycle Management (PLM) solutions. Our innovative software applications empower businesses to manage, optimize, and execute their critical processes with ease, from concept to production. As a Customer Support Specialist, you'll play a vital role in ensuring our customers receive exceptional service and support, helping them navigate the complexities of product development with confidence and agility.
**About arenaflex**
arenaflex stands at the forefront of innovation, delivering AI-driven solutions tailored specifically for the fast-moving consumer goods market. Our enterprise software applications are designed to meet the unique challenges of the industry, empowering businesses to make informed decisions and drive growth. With arenaflex, companies can streamline their product development journey, ensuring every step leads to a successful final catalog.
**Job Summary**
We're seeking an experienced Customer Support Specialist to be the primary point of contact for customers requiring assistance with our AI-driven Planning & Pricing SaaS platform. This role involves troubleshooting issues, providing step-by-step solutions, and ensuring a seamless customer experience. You'll work closely with technical teams to resolve complex problems while maintaining a customer-first approach.
**About The Team**
arenaflex is rapidly expanding into the fashion/sports, beauty, and home markets with industry-leading solutions in Product Lifecycle Management (PLM), Market Intelligence & Trends, and Planning & Pricing. The Planning & Pricing Business Unit is a fast-paced, innovative team at the forefront of AI-driven pre- & in-season planning and pricing solutions. Our platform optimizes assortment planning, allocation & replenishment, and price optimization, ensuring customers maximize revenue and efficiency.
**Responsibilities**
As a Customer Support Specialist, you'll be responsible for:
* Responding promptly to customer inquiries via email, chat, or calls in a professional manner.
* Offering clear, step-by-step solutions to common issues, ensuring customers feel informed and supported.
* Troubleshooting software-related problems and escalating complex cases to specialized teams (Professional Services, Customer Success, Product Support, DevOps).
* Monitoring escalated tickets and following up to guarantee timely resolutions.
* Educating customers on product features, best practices, and workflows to enhance their experience.
* Maintaining and updating the internal knowledge base and external help center documentation.
* Acting as a customer advocate, communicating recurring issues and feedback to the Product and Customer Success teams.
* Striving for exceptional service, aiming to exceed customer satisfaction (CSAT) and engagement metrics.
* Meeting or exceeding key performance indicators (KPIs), including:
* Number of tickets created
* First response time
* Resolution time
* Customer satisfaction (CSAT) scores
**Requirements**
To succeed in this role, you'll need:
* 2-4 years in customer support, service desk, or help desk roles, preferably within a SaaS or tech environment.
* Bachelor’s degree in Computer Science, Business, IT, or a related field (or equivalent work experience).
* Strong problem-solving and technical aptitude, with the ability to learn new software quickly.
* Ability to support and troubleshoot replenishment and pricing systems, preventing operational downtime.
* Experience with Cloud Solutions, Data Integration, Business Intelligence, and Supply Chain processes is a plus.
* Familiarity with customer support tools like Zendesk, Jira, Salesforce.
* Ability to monitor, improve, and manage SLA-driven processes, particularly in replenishment and pricing workflows.
* Understanding of data-driven insights and their role in optimizing pricing strategies.
* Ability to adapt as customer reliance on replenishment and pricing processes grows.
* Strong communication skills, with a patient and customer-focused approach.
* Highly organized with great attention to detail.
* Ability to work remotely and collaborate across teams.
* Language skills:
* English (Required)
* German, Italian, French, or Spanish (Plus)
* SQL (Required)
* Python, JavaScript (Plus)
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Support Specialist, you'll have access to:
* Ongoing training and development opportunities to enhance your technical skills and knowledge.
* Regular feedback and coaching to help you improve your performance and achieve your goals.
* Opportunities to work on high-profile projects and contribute to the development of our AI-driven Planning & Pricing SaaS platform.
* Collaborative and dynamic work environment with a team of experienced professionals.
**Work Environment and Company Culture**
arenaflex is a fast-paced and innovative company that values creativity, collaboration, and customer satisfaction. As a Customer Support Specialist, you'll work in a remote environment, collaborating with teams across the globe. We offer a flexible and supportive work environment, with a focus on work-life balance and employee well-being.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive salary and benefits package, including:
* Base salary range: $70,000
* Ongoing training and development opportunities.
* Flexible work environment with remote work options.
* Collaborative and dynamic work environment with a team of experienced professionals.
* Opportunities for career growth and advancement.
* Comprehensive benefits package, including health insurance, retirement plan, and paid time off.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!