Customer Support Associate

DESCRIPTION:

As a Customer Support Associate at Arsenault, you'll be responsible for day-to-day tasks driving the success and retention of our customers. Your job will be to ensure the happiness of our customers from start to finish and to help solve customer issues as they arise. You'll also have a say in improving internal support and retention processes.

Were looking for a customer-obsessed guru who thrives at wanting to go above and beyond with every single interaction, whether its on the phone, via email, or live chat. As a Customer Support Associate you will be an expert at creating a world-class customer experience, and build a highly satisfied and loyal customer base with your high energy, engagement, and exceptional customer focus.

Here at Arsenault, customers are our first priority, and with a growing team, we are seeking someone who exemplifies compassion and demonstrates empathy in every situation. This position will allow you to have fun, tap into your entrepreneurial spirit, and is fueled by your creative and innovative outlook for ways to continuously improve our internal support and retention processes.

ABOUT US

The trusted platform for thriving workplaces.

Arsenault is a platform for discovering, booking, and managing services from highly rated service providers. We help take the risk and guesswork out of the booking process for employees and foster employee engagement. We proudly support local businesses by bringing awareness to our corporate customers.

Were on a mission to fuel thriving workplaces and to make every employee feel recognized and excited about coming to work.

• We celebrate a good challenge and are not afraid to roll up our sleeves.
• We think out loud and operate on creativity and diverse perspectives.
• Our high-functioning teams are built through trust and empathetic leadership.

At Arsenault, we value diversity and are committed to being an equal opportunity employer and workplace. Whoever you are, wherever youre from and whatever makes you unique, were here to welcome you!

WHAT YOU'LL DO:

• Effectively handle customer feedback and technical/non-technical issues via support channels including phone, email, and live chat
• Help maintain our Knowledge Base tools to enable self-service resolution of customer issues
• Collaborate with other departments such as Marketing and Product, to create long-lasting customer-focused solutions
• Contribute to the overall operational functioning of the business by helping to bridge the gap between the product and customer experience
• Be a product expert - you enjoy being the person others seek out when they need help

QUALIFICATIONS AND SKILLS:

• 6 months+ experience in a customer service role
• Post-secondary education (Degree or Diploma preferred) in a related field
• Youre resourceful, resilient, and proactive in your problem-solving approach and thrive in high-pressure situations
• Outstanding written and oral communication skills - you will need to listen and respond to our customers in an empathetic manner that leaves them thrilled with our service
• Ability to adapt to new processes and work accurately in a fast-paced, rapidly changing environment.
• Driven to take initiative to further personal, team, and company growth
• Availability to assist customers evenings and weekends as needed on a rotating basis

NICE TO HAVES:

• Experience working with Zendesk, Help Scout, Drift, or related Support and CRM platforms
• Startup experience

BENEFITS & PERKS

• Healthcare benefits
• Parental leave
• Company events
• Healthy in-office lunches and snacks