At arenaflex, we're on a mission to revolutionize the way healthcare professionals and facilities connect and collaborate. As a leading tech startup, we're dedicated to creating a platform that empowers healthcare professionals to work when and where they want, while enabling healthcare facilities to meet their talent needs. With a global, remote team and a fast-growing marketplace, we're looking for an experienced Global Chat Associate to join our Worker Operations Team.
**About arenaflex**
arenaflex is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We're a diverse and inclusive company with a global, remote team, and we've been featured on YC's Top Companies. Since January 2021, we've grown 20x+, and there's never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients.
**Overview**
Our Global Chat Associates play a vital role in upholding safety and reliability for both sides of our marketplace. The ideal candidate will be able to balance risk mitigation and deliver exceptional customer experiences masterfully. They'll repeatedly ask "why" until they reach the root cause of issues and go the extra mile to solve our customer's problems. Curiosity, empathy, and strong communication skills are essential.
**Responsibilities**
As a Global Chat Associate, you'll be responsible for:
* Communicating with customers via telephone, live chat, and web communication channels
* Investigating attendance and quality incidents across our marketplace; using exceptional judgment and noticing to solve our customers' problems
* Communicating the resolution of your investigations to workers and workplaces with empathetic, customer-centered communication; justifying the reasoning behind your decisions to diverse stakeholders within the company
* Working efficiently and effectively to ensure customer inquiries are resolved fully and in a timely manner
* Developing reliability initiatives to improve the overall quality of the marketplace and experience for our customers; establishing policy improvements to accomplish this goal
* Working within cross-functional collaborations with customer support, general operations, product, customer success, and legal teams
* Managing and maintaining communication on multiple platforms to effectively solve issues for arenaflex's partner facilities and professionals
* Remaining knowledgeable on product updates to ensure you are acting with the most up-to-date organizational information
**Must-Haves**
To be successful in this role, you'll need:
* Proficiency in English (English is a first language)
* +2 years of customer support experience
* +2 years of providing telephonic customer support
* +2 years of Zendesk or any CRM experience
* Ability to resolve customer issues with empathy and action
* Exceptional written and verbal communication skills
* Ability to work as part of multidisciplinary teams
* Comfortable handling ambiguous situations and adaptable to constant change
* Possess an "I can handle anything" mentality
* Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization
* Exceptionally detail-oriented
* Ethical and unbiased integrity and decision-making abilities
* A positive mindset that elevates the entire team
**System Requirements**
To ensure a seamless experience, you'll need:
* Minimum 15Mbps wired internet connection
* Minimum i5 processor or equivalent
* Minimum 12GB Ram
* Quiet working environment
* Steady power and internet connection
**What We Offer**
As a Global Chat Associate at arenaflex, you'll enjoy:
* A competitive salary
* Opportunities for career growth and professional development
* A dynamic and inclusive work environment
* Flexible working hours and remote work options
* Access to cutting-edge technology and tools
* Collaborative and supportive team environment
* Recognition and rewards for outstanding performance
**How to Apply**
If you're passionate about delivering exceptional customer experiences and want to join a fast-growing tech startup, apply now! We can't wait to hear from you.