Live Chat Representative – Customer Success Champion for Global E‑commerce Loyalty Platform

Welcome to arenaflex – Where Human Connection Fuels E‑commerce Growth

At arenaflex, we don’t merely build loyalty programs; we engineer growth engines that empower online merchants to thrive in an increasingly digital marketplace. With more than 100,000 merchants worldwide, we are the planet’s largest provider of loyalty solutions, and we’re just getting started. Our mission is simple: put a genuine human behind every screen, turning clicks into lasting relationships.

Our workforce is globally distributed across Canada, the United States, South America, EMEA, and APAC, yet we remain tightly knit through a culture that prizes collaboration, continuous learning, and relentless improvement. Recognized as a Best Place to Work in Canada, we are expanding that reputation across the globe, fostering an environment where every team member can achieve personal and professional growth.

About the Role – Live Chat Representative on the Merchant Success Team

As a pivotal member of the Merchant Success team, you will be the first point of contact for both prospective and existing merchants using arenaflex’s loyalty platform. You’ll manage a high volume of real‑time conversations, quickly assess each request, and either resolve it yourself or seamlessly hand it off to the appropriate specialist. This full‑time remote position runs Monday‑Friday, 5 am‑1 pm EST (± 1 hour) and offers a dynamic blend of customer interaction, product advocacy, and internal collaboration.

Key Responsibilities

• First‑line Support: Field multiple simultaneous live‑chat sessions with accuracy and professionalism, serving as the trusted voice of arenaflex for merchants.
• Value Articulation: Help prospective merchants understand how arenaflex’s loyalty solutions drive repeat purchases, increase average order value, and foster brand advocacy.
• Product Adoption: Guide merchants through trial access, demonstrate core features, and encourage activation of key capabilities.
• Configuration Assistance: Walk merchants through setup steps, troubleshoot minor issues, and ensure their loyalty program runs smoothly.
• Escalation Management: Identify cases that require specialist involvement, set clear expectations, and provide concise internal notes to guarantee a seamless handoff.
• Empathy‑Driven Service: Build trust by listening actively, responding with genuine empathy, and delighting merchants with proactive solutions.
• Feedback Loop: Capture merchants’ product insights and relay them to the product team to influence future enhancements.

What You’ll Help Us Achieve

• Maintain a 5‑star rating on the arenaflex app store, consistently meeting or exceeding the target of 18 merchant reviews per month.
• Achieve a team Customer Satisfaction (CSAT) score of 90 % or higher.
• Serve as an efficient “gatekeeper” to reduce mis‑routed tickets and improve overall internal workflow.
• Deliver a clean, positive conversation flow that leaves merchants feeling heard, supported, and eager to recommend arenaflex.

Essential Qualifications & Skills

• Location & Availability: Ability to work the 5 am‑1 pm EST shift (± 1 hour) Monday‑Friday.
• Empathetic Personality: A warm, expressive demeanor that assures merchants a real human is on the other side of the chat.
• Digital Fluency: Comfort navigating tools such as Notion, Slack, Google Sheets, Metabase, and other SaaS platforms. A quick learning mindset for new technologies is essential.
• E‑commerce Insight: Strong interest in the e‑commerce landscape; eagerness to stay current on industry trends.
• Multitasking Ability: Proven capacity to manage a high volume of concurrent conversations in a fast‑paced environment.
• Team‑Oriented Mindset: Collaborative spirit that values shared success and open communication.
• Remote‑Work Discipline: Self‑motivation, focus, and reliable internet connectivity while working from home.

Preferred Experience & Bonus Qualifications

• 2+ years of experience in customer service, support, or success roles, preferably within a SaaS or e‑commerce context.
• Hands‑on experience with Intercom or similar live‑chat platforms.
• Previous remote‑work experience demonstrating accountability and productivity.
• Direct involvement in e‑commerce—whether as an employee, consultant, or a store owner.
• Entrepreneurial instincts, including running side projects or freelance ventures.
• Basic knowledge of HTML, CSS, JavaScript, or any coding language, and familiarity with browser developer tools.

Compensation, Perks & Benefits

Base Salary: $57,000 CAD annually.

On‑Target Earnings (OTE): Up to $8,640 CAD per year for meeting individual review generation targets (minimum 18 reviews per month). This variable component is uncapped and directly tied to performance.

In addition to competitive pay, arenaflex offers a comprehensive benefits package that includes:

• Health, dental, and vision coverage.
• Generous paid time off and paid holidays.
• Professional development stipend for courses, certifications, or conferences.
• Home‑office allowance to support a productive remote workspace.
• Employee assistance program and mental‑health resources.
• Access to a vibrant global community of peers, mentors, and industry experts.

Career Growth & Learning Opportunities

arenaflex is committed to nurturing talent from within. As a Live Chat Representative, you will have clear pathways to advance into senior support, account management, product specialization, or even leadership roles. We provide:

• Regular mentorship sessions with senior team members.
• Internal training modules covering advanced customer‑experience techniques, e‑commerce strategy, and technical product knowledge.
• Cross‑functional project involvement, giving you visibility into product, marketing, and sales initiatives.
• Quarterly career‑development reviews to align your personal goals with organizational objectives.

Work Environment & Culture at arenaflex

Our distributed workforce thrives on trust, autonomy, and transparent communication. Key cultural pillars include:

• Customer‑First Mentality: Every decision is filtered through the lens of how it will impact our merchants and their end‑customers.
• Continuous Improvement: We celebrate experimentation, learn from data, and iterate quickly.
• Diversity & Inclusion: A rich mix of backgrounds, perspectives, and experiences fuels innovation. arenaflex is an equal‑opportunity employer, and we actively support under‑represented groups.
• Work‑Life Harmony: Flexible remote arrangements and a focus on outcomes over hours empower you to balance professional and personal priorities.
• Recognition & Celebration: Achievements are highlighted company‑wide, and teammates regularly receive shout‑outs for exceptional service.

How to Apply

If you’re passionate about e‑commerce, love solving problems in real time, and want to be part of a fast‑growing global leader, we encourage you to apply today. don’t let imposter syndrome hold you back—arenaflex values potential and enthusiasm as much as experience.

For accommodations during the application process, please email amanda.enright@arenaflex.io.

Apply Job!

Join arenaflex and Make Every Interaction Count

At arenaflex, your voice matters. You’ll be part of a mission‑driven team that turns every chat into a chance to delight merchants, boost their businesses, and reinforce the human connection behind every purchase. Ready to help shape the future of loyalty? Submit your application now and embark on a rewarding career where your growth is as important as our merchants' success.