About the Team The Inbound Activations Support Phone Team provides onshore live phone support to assist Merchants with their onboarding experience. We ensure all arenaflex Merchants are correctly onboarded and assist throughout the activation process. Once they are live on arenaflex, we provide self-service resources and guidance to provide a positive Merchant experience. About the Role The Merchant Activations Escalations Specialist phone team provides timely, empathetic, individualized, full-resolution support for Merchants who call because their activation experience has not gone as planned. These Merchants have unique issues which require individual attention and elevated support. Merchant Activations Escalations Specialists are exceptional communicators with internal & external stakeholders, passion advocates for our Merchants, and skillful problem solvers with a merchant mindset. You’re excited about this opportunity because you will… • Resolve escalated Merchant inbound phone calls • Investigate case details to determine the root cause of case escalations; proactively inform merchants with next steps with their onboarding. • Communicate quickly, concisely, and effective with merchants and internal stakeholders • Synthesize complex problems & issues into actionable, easy to understand resolutions & recommendations • Complete thorough documentation and notation on Mx accounts • Deliver exceptional support experiences for Mx We’re excited about you because… • You have a proven ability to develop customer empathy and articulate customer problems • Strong written and verbal communication skills, including ability to confidently advocate for customers with internal stakeholders with diplomacy • Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users • You are motivated by a challenge, and you approach problems with a positive attitude • You remain calm under pressure! You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situation Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey About arenaflex At arenaflex, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods. arenaflex is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. If you need any accommodations, please inform your recruiting contact upon initial connection. We use Covey as part of our hiring and/or promotional process for jobs in certain locations. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection. Apply tot his job