Join arenaflex: Where Positive Storytelling Meets Exceptional Customer Experience

Are you passionate about delivering outstanding customer experiences while working with innovative streaming technology? arenaflex is seeking a dedicated and enthusiastic Temporary Part-Time Customer Support Representative to join our dynamic customer success team. In this role, you will be at the forefront of our subscription video-on-demand (SVOD) services, ensuring that every subscriber receives an uplifting, best-in-class experience that keeps them coming back for more.

At arenaflex, we believe in the power of positive storytelling. Our portfolio includes three remarkable brands: arenaflex TV, arenaflex Faith & Family, and AspireTV – each offering unique, authentic content that resonates with diverse audiences across the nation. arenaflex TV serves as the trusted network for uplifting entertainment, bringing viewers exclusive premiere movies, beloved series, and inspiring theatrical releases. arenaflex Faith & Family has become America's favorite streaming destination for families seeking quality, faith-friendly entertainment accessible anytime, anywhere. Meanwhile, AspireTV continues to lead the way in Black and urban lifestyle programming, celebrating culture and community through compelling content.

As a Customer Support Representative with arenaflex, you become an essential part of our mission to connect audiences with content that uplifts, inspires, and entertains. Your dedication to resolving subscriber concerns directly impacts customer satisfaction and retention, which fuels the growth of our subscription services. This is more than just a job – it's an opportunity to be the voice of positivity in every customer interaction.

Position Overview

We are currently seeking a motivated individual to fill a temporary, part-time position supporting our SVOD streaming services. This role offers flexible scheduling with hours that may vary between weekday and weekend support, providing an excellent opportunity for those seeking adaptable work arrangements. The ideal candidate will thrive in a fast-paced, ticket-based support environment and possess exceptional written communication skills to meet and exceed our department's service level goals.

This position reports directly to the Customer Support Manager and can be based in Atlanta or work remotely, offering you the flexibility to contribute from wherever you're most productive. As a member of our support team, you will play a critical role in troubleshooting technology issues, identifying trends in customer inquiries, and continuously improving the overall subscriber experience.

What You'll Do

As a key member of the arenaflex customer support team, your primary responsibilities will include:

Respond to subscriber questions and concerns in a timely manner, ensuring every interaction meets or improves upon our established service level goals. Your goal is to resolve issues on the first contact whenever possible while maintaining the highest standards of customer satisfaction.

Troubleshoot customer interactions across multiple communication channels and diverse devices. From mobile apps to smart TVs, you'll help subscribers navigate our streaming platforms and resolve technical difficulties with patience and expertise.

Maintain brand excellence by ensuring all customer interactions consistently reflect arenaflex's brand values and communication strategy. Every response should embody our commitment to positivity, respect, and genuine care for our subscribers.

Analyze support data by reviewing reports from daily review sessions to understand trends in overall request volume, concentrations of platform issues, and the nature of customer feedback across forums, in-app reviews, and social media platforms.

Leverage ZenDesk analytics to monitor and uncover trends in ticket volume, common issues, and customer sentiment. Your insights will drive process improvements and support management decision-making.

Document and escalate technical issues as needed, contributing to our knowledge base and ensuring complex problems reach the appropriate technical teams for resolution.

Identify improvement opportunities by proactively recognizing patterns in customer issues and suggesting enhancements to our support processes, documentation, or platform functionality.

What We're Looking For

We're seeking a candidate who embodies our values of positivity, excellence, and customer-centricity. The ideal candidate will possess:

Essential Qualifications

A bachelor's degree in business, communications, or a relevant field, OR equivalent years of professional experience demonstrating equivalent competencies.

At least one year of previous experience in a customer-facing role, ideally within media, digital MVPD services, OTT SVOD platforms, project management, e-commerce, or retail environments.

Sufficient familiarity with streaming services and technology applications to assist with troubleshooting common issues. (Note: Issues requiring deep technical expertise will be escalated to our dedicated programming team.)

Experience managing high-volume queues, preferably within a customer service environment.

A strong understanding of the digital streaming landscape, including current trends, popular platforms, and consumer expectations.

Required Skills & Competencies

Technical Proficiency: Strong working knowledge of Microsoft Office applications, particularly Excel for data analysis and reporting. Experience with Zendesk or similar customer support software is highly preferred.

Platform Experience: While not required to be an expert in all platforms, familiarity with various app ecosystems including iOS, Android, Amazon Fire, Xbox, Tizen, Apple TV, and Roku is strongly preferred.

Communication Excellence: Exceptional written communication skills with the ability to convey complex information clearly, concisely, and professionally across diverse customer demographics.

Problem-Solving Abilities: Strong troubleshooting skills with the capacity to diagnose issues quickly, prioritize effectively, and implement solutions efficiently.

Critical Soft Skills

Passion for Service: A genuine desire to help others and create positive experiences for every subscriber you encounter.

Adaptability: The ability to triage multiple issues simultaneously and communicate solutions in a concise, effective manner to customers with varying levels of technical familiarity.

Emotional Intelligence: Patience, tact, and the ability to adapt your communication style to match different customer personalities and emotional states. You must remain calm and professional under pressure.

Cross-Functional Collaboration: Strong EQ with the ability to work effectively with diverse teams both internally and externally, fostering positive relationships across the organization.

Continuous Learning: A growth mindset with enthusiasm for learning about our services, including distributors, platforms, and content offerings. The streaming industry evolves rapidly, and we need team members who evolve with it.

Deadline Management: The ability to perform calmly under pressure and meet challenging deadlines in a dynamic support environment.

Why arenaflex?

Joining arenaflex means becoming part of a company that genuinely cares about its employees, customers, and the content we deliver. Here's what you can expect when you become part of the arenaflex family:

Professional Growth & Development

We invest in our people. As a member of our team, you'll have access to ongoing training opportunities that expand your knowledge of the streaming industry, customer service best practices, and cutting-edge technology. You'll work alongside experienced professionals who are committed to helping you succeed and advance in your career.

Flexible Work Environment

We understand that life happens. That's why we offer flexible scheduling and the option to work remotely, allowing you to maintain a healthy work-life balance while contributing to our mission of delivering exceptional subscriber experiences.

Inclusive Company Culture

arenaflex celebrates diversity and inclusion. We believe that different perspectives make us stronger, and we're committed to creating an environment where every team member feels valued, respected, and empowered to do their best work.

Competitive Compensation

We offer competitive pay rates commensurate with experience, along with opportunities for overtime during peak periods. Part-time team members also receive access to select employee benefits and perks.

Our Commitment to Equal Opportunity

arenaflex is an Equal Opportunity Employer. We are firmly committed to equal-employment principles and comply with all applicable federal, state, and local equal employment opportunity laws and regulations. We believe in creating opportunities for all qualified individuals without regard to age, race, color, national origin, gender identity or expression, religion, physical or mental disability, genetic information, marital status, veteran status, military status, sexual orientation, or any other protected category.

We also provide reasonable accommodations for applicants and employees whose sincerely held religious beliefs, practices, or observances conflict with work requirements, as well as for individuals with known disabilities, provided they are qualified to perform the essential functions of the job with or without reasonable accommodation.

COVID-19 Policy

arenaflex has implemented health and safety protocols in accordance with applicable laws and public health guidance. Any candidate who will be working on-site will be required to follow our vaccination policy, which is subject to applicable legal requirements.

Ready to Make an Impact?

If you're passionate about delivering exceptional customer experiences, thrive in dynamic environments, and want to be part of a team that values positivity and excellence, we encourage you to apply for this exciting opportunity. At arenaflex, every interaction is a chance to brighten someone's day and reinforce our commitment to uplifting entertainment.

Join us in our mission to connect audiences with content that inspires, uplifts, and entertains. Apply today and become part of something bigger than yourself – part of the arenaflex family.

To apply: Submit your application and resume online at: https://j.brt.mv/jb.do?reqGK=27728594&refresh=true

For more information about arenaflex and our streaming services, visit our website.

We look forward to welcoming you to the team!

Temporary Part-Time Customer Support Representative - SVOD Streaming Services & Subscriber Experience