Customer Success & Merchant Services Specialist – Remote (Hybrid) – $26/hr – Full‑Time – New York, USA

Welcome to arenaxflex – Where Innovation Meets Service Excellence

At arenaflex, we’re redefining the way merchants and customers interact in the fast‑moving world of on‑demand delivery. As a leader in the private‑sector tech arena, our platform powers millions of daily transactions, delivering convenience, speed, and reliability to both partners and end‑users. Our mission is simple: empower merchants to thrive while providing an exceptional, frictionless experience for every customer. To achieve this, we rely on a dedicated team of problem‑solvers, creative thinkers, and service champions who are as passionate about people as they are about technology.

Why This Role Matters

Our Merchant Services team is the front line of support for the vibrant community of vendors, restaurant owners, and independent merchants who rely on arenaflex to reach their customers. As a Customer Success & Merchant Services Specialist, you will be the trusted advisor who helps merchants optimize their experience, resolve challenges swiftly, and unlock new growth opportunities. Your work will directly influence merchant satisfaction, retention, and the overall health of our ecosystem.

Position Overview

This is a full‑time, remote‑first position based in New York, USA, with a blended schedule that may include occasional in‑office collaboration sessions. You will report to the Trader Administrations Manager and work alongside a dynamic Inbound Operations squad within the Merchant Services division. The role offers a competitive hourly rate of $26 and a comprehensive benefits package.

Key Responsibilities

• Serve as the primary point of contact for merchants seeking assistance via phone, email, chat, and ticketing systems.
• Diagnose and resolve complex issues related to order fulfillment, payment processing, account configuration, and platform integrations.
• Mentor and coach junior team members to elevate overall team performance and maintain high service standards.
• Identify patterns and trends in merchant inquiries, and proactively propose process improvements or product enhancements.
• Collaborate cross‑functionally with product, engineering, finance, and compliance teams to address escalations and ensure timely resolution.
• Document solutions in knowledge bases and SOPs to enrich the self‑service repository for both internal staff and merchants.
• Track performance metrics such as first‑contact resolution, CSAT, and response time, using data to drive continuous improvement.
• Participate in regular training sessions to stay current on platform updates, industry trends, and emerging best practices.
• Contribute to a positive, inclusive culture by sharing ideas, celebrating successes, and supporting peer growth.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Information Systems, or a related field.
• Minimum 2 + years of experience in a customer‑facing role within a high‑volume office environment.
• Proven ability to troubleshoot and resolve technical or operational issues with a customer‑centric mindset.
• Strong command of Google Sheets, Excel, and data‑analysis tools for reporting and insight generation.
• Exceptional written and verbal communication skills, capable of translating technical concepts for non‑technical audiences.
• Demonstrated aptitude for mentoring peers and fostering collaborative teamwork.

Preferred Qualifications & Desirable Traits

• Experience supporting merchants or vendors in the e‑commerce, food‑delivery, or gig‑economy sectors.
• Familiarity with ticketing platforms such as Zendesk, Freshdesk, or ServiceNow.
• Knowledge of payment processing, fraud prevention, and compliance frameworks.
• Ability to thrive in ambiguous, fast‑changing environments while maintaining a high level of professionalism.
• Passion for continuous learning and willingness to acquire new technical skills.
• Fluency in a second language (Spanish, French, Mandarin, etc.) is an added advantage.

Core Skills & Competencies

• Analytical Mindset: Ability to interpret data, recognize root causes, and recommend evidence‑based solutions.
• Empathy & Active Listening: Skilled at understanding merchant pain points and delivering calm, reassuring support.
• Problem‑Solving: Creativity in developing work‑arounds and permanent fixes for novel challenges.
• Time Management: Efficiently prioritize multiple tickets while meeting SLA expectations.
• Team Orientation: Collaborative spirit that encourages knowledge sharing and collective achievement.
• Adaptability: Comfortable adjusting to new tools, processes, and policy updates on a regular basis.

What You’ll Gain – Compensation, Benefits, and Growth

Competitive Pay: $26 per hour, paid bi‑weekly, with eligibility for performance‑based bonuses.

Comprehensive Benefits Package: Medical, dental, vision, life insurance, and a 401(k) plan with company match.

Remote‑First Flexibility: Work from the comfort of your home with a hybrid requirement for occasional in‑person collaboration or team‑building events.

Professional Development: Access to internal training academies, industry conferences, and tuition reimbursement for relevant coursework.

Career Pathways: Opportunities to advance into senior merchant success roles, team lead positions, or cross‑functional moves into product, operations, or analytics.

Our Culture – The arenaflex Experience

At arenaflex, we pride ourselves on a culture that blends high performance with genuine care for our teammates. Our values center on:

• Customer Obsession: Every decision starts with the merchant and the end‑consumer in mind.
• Innovation: We encourage bold ideas and rapid experimentation.
• Transparency: Open communication channels keep everyone aligned and informed.
• Inclusivity: Diverse perspectives are celebrated, and every voice matters.
• Fun: Regular virtual socials, game‑day challenges, and recognition programs keep morale high.

How to Apply – Take the Next Step

If you are excited to make a tangible impact on the merchant community, enjoy solving complex problems, and want to grow within a fast‑moving tech leader, we want to hear from you. Click the link below to submit your application, and include a résumé that highlights your relevant experience and a brief cover letter outlining why you’re the perfect fit for the Customer Success & Merchant Services Specialist role at arenaflex.

Apply Now – Join the arenaflex Team!

Closing Thoughts

Joining arenaflex means becoming part of a purpose‑driven organization that values your expertise, champions your growth, and empowers you to make a difference every day. We look forward to welcoming a dedicated, enthusiastic professional who will help shape the future of merchant success. Apply today and start your journey with us!