Customer Support Executive – US‑Focused SaaS Platform Specialist for Real‑Time Asset Verification
Why arenaflex?
arenaflex is a rapidly expanding B2B SaaS pioneer on a mission to make business verification instantaneous and trustworthy. Our innovative global asset verification platform empowers auditors to deliver higher‑quality financial audits while freeing them to focus on creating real value for every economic stakeholder. Serving an elite client base that includes the world’s largest professional services firms and leading global banks, arenaflex stands at the intersection of technology, finance, and regulatory excellence.
Role Overview – Customer Support Executive (US Market)
We are seeking a dedicated, detail‑oriented Customer Support Executive to become the trusted voice for our US customers. In this remote‑first role, you will be the frontline champion of arenaflex’s audit platform, delivering top‑tier assistance, technical guidance, and education to ensure client success. You will collaborate closely with our US sales and product teams, while also feeding insights back to our global support hub based in Dublin.
Key Responsibilities
- Customer Interaction: Respond promptly to inquiries via email, phone, and live chat, maintaining a professional and friendly tone.
- Product Expertise: Provide accurate, up‑to‑date information on platform features, functionality, and step‑by‑step troubleshooting.
- Platform Navigation Assistance: Guide customers through the platform’s workflows, helping them achieve their audit objectives efficiently.
- Issue Resolution & Escalation: Resolve routine problems independently; when necessary, escalate complex technical cases to senior support or engineering teams.
- Technical Troubleshooting: Diagnose technical glitches, reproduce issues, and collaborate with the engineering squad to implement fixes.
- Knowledge Management: Keep personal and shared knowledge bases current, contributing FAQs, how‑to guides, and video tutorials.
- Product Demonstrations & Training: Conduct live demos and structured training sessions for new and existing customers, tailoring content to US‑specific compliance needs.
- Customer Advocacy: Gather feedback, identify pain points, and relay actionable insights to the product team to drive continuous improvement.
- Relationship Building: Proactively follow up after support cases, ensuring satisfaction and fostering long‑term loyalty.
- Data‑Driven Reporting: Log all interactions in our ticketing system, track key metrics, analyze trends, and produce regular performance reports.
- US Team Collaboration: Participate in US client calls, pinpoint region‑specific challenges, and support research initiatives that expand our American market footprint.
- Global Support Integration: Align with the Dublin‑based support team, adhere to centralised processes, and assist with European‑region queries when needed.
Essential Qualifications
- Bachelor’s degree or equivalent professional experience.
- Minimum 2 years of hands‑on customer support experience, preferably within fintech, audit, or a related financial‑services environment.
- Demonstrated success supporting a SaaS platform.
- Exceptional verbal and written communication skills, with the ability to translate technical concepts into clear, business‑focused language.
- Strong analytical mindset and proven troubleshooting ability.
- Proficiency with modern support tools – experience with arenaflex (formerly known as Intercom) or comparable conversational platforms is a plus.
- Outstanding organizational skills; ability to juggle multiple tickets, training sessions, and documentation projects simultaneously.
- Self‑starter attitude with the capacity to work independently and as an integral part of a dispersed team.
- High empathy, a customer‑first orientation, and a genuine passion for helping users succeed.
- Interest or prior exposure to fintech, open‑banking, or financial‑services regulations (e.g., PSD2) is advantageous.
Preferred Attributes
- Experience conducting live virtual trainings or webinars for finance professionals.
- Familiarity with audit confirmation workflows and regulatory compliance standards.
- Track record of contributing to product enhancement initiatives based on customer insights.
- Comfort with remote work environments and asynchronous communication across time zones.
- Demonstrated ability to thrive in high‑growth, fast‑paced settings that demand agility and rapid learning.
Core Skills & Competencies
- Communication Excellence: Clear, concise, and persuasive writing; confident spoken articulation.
- Technical Literacy: Ability to navigate web‑based platforms, understand API integrations, and interpret log files.
- Problem‑Solving: Methodical approach to diagnosing issues and crafting sustainable solutions.
- Customer‑Centric Mindset: Anticipating needs, exceeding expectations, and turning challenges into opportunities.
- Data Analysis: Using ticket metrics to spot trends, measure satisfaction, and recommend process improvements.
- Collaboration: Seamless coordination with product managers, engineers, sales, and marketing teams.
- Adaptability: Comfortable navigating evolving product releases, regulatory changes, and shifting business priorities.
What’s in It for You?
Joining arenaflex means becoming part of a culture that values autonomy, continuous learning, and bold ideas. Here’s what you can look forward to:
- Competitive Compensation: Market‑aligned salary with performance‑based incentives.
- Remote‑First Flexibility: Work from anywhere in North America, with core hours that align with our US client window (9 am – 5:30 pm EDT).
- Professional Development: Access to online courses, certifications, and internal mentorship programs that fast‑track your career growth.
- Career Progression: Clear pathways to senior support roles, team leadership, or product‑focused positions as arenaflex scales.
- Collaborative Environment: Small, high‑impact team where every voice is heard and innovation is encouraged.
- Well‑Being Benefits: Health, dental, and vision coverage, plus generous paid time off and mental‑health resources.
- Technology Stipend: Home‑office hardware allowance to ensure you have a top‑tier workstation.
- Culture of Freedom: Open communication channels, regular virtual socials, and a commitment to diversity, equity, and inclusion.
Work‑Life Integration at arenaflex
Our remote‑first philosophy means you shape your own schedule while staying aligned with the team’s objectives. We trust you to manage your time effectively, providing the flexibility to balance personal commitments with professional excellence. Regular check‑ins, team‑wide town halls, and a vibrant Slack community keep everyone connected, no matter where you log in from.
How to Apply
If you thrive in a fast‑moving, technology‑driven environment and are passionate about delivering world‑class support to finance professionals, we want to hear from you. Submit your resume and a brief cover letter outlining how your experience aligns with the responsibilities and qualifications above.
arenaflex – Shaping the Future of Real‑Time Asset Verification
At arenaflex, we believe that transparency and verification are the foundations of a healthy global economy. By joining our team, you become part of a purpose‑driven organization that is redefining how audits are performed, strengthening trust between businesses, regulators, and stakeholders worldwide. Take the next step in your career and help us build a more verifiable future.
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