At arenaflex, we're revolutionizing the way e-commerce merchants navigate the digital landscape with our comprehensive suite of tools. As a Technical Customer Success Specialist, you'll play a crucial role in providing technical support, assisting sales teams with technical expertise, and supporting new customer onboarding through Shopify theme customization. If you're passionate about delivering exceptional user experiences and have a knack for troubleshooting technical issues, we want to hear from you.
**About arenaflex**
arenaflex is an e-commerce enablement platform that offers scaling solutions across personalized messaging, social commerce, and customer retention. Our platform drives more than $1 billion in aggregate incremental gross merchandise volume for over 35,000 merchants worldwide. With a comprehensive suite of tools, we help merchants navigate the rapidly evolving digital landscape and stay ahead of the competition.
**About the Role**
As a Technical Customer Success Specialist, you'll be wearing multiple hats, playing a crucial role in providing technical support, assisting sales teams with technical expertise, and supporting new customer onboarding through Shopify theme customization. This is not a traditional account management or customer relationship role; this is a technical role with more development and systems responsibilities rather than frontline support.
**Primary Responsibilities**
* Effectively communicate with customers to troubleshoot user experiences and maximize customer satisfaction
* Assist merchants with app installations, integrations, debugging issues, and using developer tools, escalating complex technical issues to the appropriate teams when necessary
* Guide new merchants through the setup process, ensuring they understand the platform's features and best practices for subscription success
* Contribute to help center articles, FAQs, and internal resources to empower merchants with self-service support options
* Serve as the “voice of the customer” and provide feedback to product and marketing teams on how we can better serve our customers
* Represent the arenaflex team and maintain a positive, empathetic tone with customers
**Important Traits for Success**
* User-first mindset: the specialist approaches problems by first understanding the user’s needs
* Technical Proficiency: Comfortable troubleshooting technical issues, debugging errors using developer tools, and assisting with Shopify app installations and configurations. Ability to document and escalate bugs effectively
* Empathy: the specialist can effectively put themselves in the shoes of a user and articulate what their needs are
* Collaborate cross-functionally: the specialist is comfortable working across internal teams (product, marketing, leadership) to effectively communicate customer needs internally and communicate product and marketing features externally
* Problem solver: the specialist can approach problems in a logical, structured way; can help customers brainstorm solutions, or know when to elevate requests to technical support
* Strong communicator: the specialist is an attentive and active listener and can explain interact with customers with a positive tone
* Results driven, you use data to emphasize the needs of your customers
* Demonstrate arenaflex’s six Core Values in all professional interactions: 1) Urgency & Action 2) Customer-Focus 3) Problem-Solving 4) Continuous Improvement 5) Open Communication 6) Collaboration & Diversity
**Requirements & Preferred Qualifications**
* 4+ years of experience in customer success, account management, technical support, or consultative customer-facing roles
* Proficiency in Shopify theme development and customization with Liquid
* Proven experience in SQL, JavaScript, and CSS
* Ability to troubleshoot technical issues, debug errors, and work with developer tools
* Experience working with email marketing solutions, Gsuite, custom sending domains, and CRM tools
* Our teams cover multiple time zones. Leadership and support structures will be in place but qualified candidates must have a proven track recording of being resourceful and self-sufficient
* Experience working collaboratively with technical counterparts
* Excellent written and oral communication skills with the ability to document and interface with both customers and internal teams
* Direct industry experience in e-commerce or B2B SaaS; ideally experience working with SMB customers
* Data science background is preferred but not required
**Hiring Process**
* Initial Screen with People Ops Manager - 30 Minutes
* Skills Assessment - 5 Business Days to complete
* First Round Interview with Head of Customer Success - 30 Minutes
* Final Interview with Chief Revenue Officer & Customer Success Manager - 45 Minutes
**Benefits & Perks**
* Work From Home Stipend
* Therapy/Mental Health Reimbursement
* Paid Parental Leave
* Flexible Time Off
* Annual Company Retreat
* Company Swag
If you're passionate about delivering exceptional user experiences and have a knack for troubleshooting technical issues, we want to hear from you. Apply now to join our team as a Technical Customer Success Specialist and be a part of arenaflex's mission to revolutionize the e-commerce enablement platform.
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