Part‑time Customer Experience Specialist – Pet‑Health Subscription Services & Remote Support

About arenaflex – Transforming Pet Health Care

At arenaflex, we are on a mission to make premium pet health care accessible, affordable, and effortless for every pet owner. Our innovative subscription‑based platform delivers preventive treatments, wellness products, and expert advice straight to the doorsteps of pet families across the United Kingdom. As a fast‑growing start‑up rooted in compassion, we live by three core values – Do Good, Show Empathy, and Spread Optimism. If you share a genuine love for animals and a desire to create delightful experiences for our customers, you’ll feel right at home with our passionate, remote‑first team.

Why This Role Matters

Our Customer Experience Specialists are the friendly voice and caring hands that guide pet owners through every step of their journey with arenaflex. From answering product questions to managing subscription changes, you will be the first line of support that ensures our customers feel heard, valued, and confident in the health of their beloved companions. This part‑time position offers a unique blend of autonomy, growth potential, and the chance to make a tangible impact on the lives of pets and their families.

Key Responsibilities – What You’ll Be Doing

• First‑Line Support: Respond promptly to inbound enquiries via email, telephone, and live chat, delivering accurate information and swift resolutions.
• Subscription Management: Assist customers with plan upgrades, pauses, cancellations, and renewals, ensuring a seamless experience that aligns with their pet’s needs.
• Trend Identification: Proactively monitor recurring questions or issues, surface patterns, and collaborate with product and operations teams to refine processes and improve the overall service.
• Product Knowledge Development: Continuously deepen your understanding of arenaflex’s treatment options, wellness bundles, and veterinary partnerships to provide expert guidance.
• Cross‑Functional Collaboration: Work closely with marketing, logistics, and the veterinary advisory board to relay customer feedback and help shape future offerings.
• Documentation & Reporting: Log interactions in our CRM system, generate weekly insights reports, and contribute to the knowledge base that empowers the entire support team.
• Flexibility & Initiative: Tackle ad‑hoc projects, from creating FAQ content to participating in seasonal campaigns, whenever business needs arise.

Essential Qualifications – What We Need From You

• Minimum 3 years of experience in a customer‑facing role, preferably within e‑commerce or subscription‑based services.
• Demonstrated success working remotely, with a disciplined home‑office setup that includes a reliable high‑speed internet connection.
• Strong computer literacy, including proficiency with Microsoft Office, Google Workspace, and cloud‑based collaboration tools.
• Hands‑on experience with CRM platforms such as Freshdesk, Zendesk, or comparable systems; ability to navigate tickets, tags, and macros efficiently.
• Excellent written and verbal communication skills, with a knack for translating technical pet‑health information into friendly, easy‑to‑understand language.
• Exceptional time‑management and organisational abilities, enabling you to juggle multiple inquiries while maintaining high service standards.
• A customer‑centric mindset, genuine enthusiasm for pets, and a willingness to “get stuck in” with tasks beyond the core remit.
• Dedicated, uninterrupted workspace at home that meets ergonomics and privacy requirements.

Preferred Extras

• Personal experience as a cat or dog owner – you’ll instantly relate to the concerns and joys of our customers.
• Familiarity with pet‑health terminology, veterinary prescriptions, or preventive care products.
• Previous exposure to subscription‑box logistics, order fulfilment, or inventory coordination.
• Multilingual abilities, especially in languages commonly spoken across the UK, to broaden our support reach.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand and validate customer emotions, turning frustration into loyalty.
• Problem‑Solving: Quick identification of root causes and creative resolution pathways.
• Digital Savvy: Comfort navigating multiple communication channels and adopting new tech tools.
• Attention to Detail: Accurate data entry and meticulous follow‑up to avoid errors in subscription handling.
• Team Collaboration: Strong partnership skills, sharing insights with peers and contributing to a supportive remote culture.
• Self‑Motivation: Ability to stay focused and productive without direct supervision, meeting targets and service level agreements.

Career Growth & Learning Opportunities

arenaflex is a rapidly scaling start‑up, which means the pathways for advancement are as dynamic as our business. As you master the fundamentals of customer support, you could progress into senior specialist roles, team lead positions, or even transition into product management, training, or community engagement. We invest heavily in your professional development with a £1,000 annual learning budget, access to industry webinars, and mentorship from senior leaders who have built successful pet‑care brands.

Compensation, Perks & Benefits

• Competitive Salary: £25,000 per annum (full‑time equivalent), prorated to reflect part‑time hours.
• Private Medical Insurance: Comprehensive coverage including dental, optical, mental health, and alternative therapies.
• Generous Time Off: 20 days holiday (pro‑rated) plus UK public holidays, your birthday off, and additional leave for exceptional circumstances.
• Pet Perks: Free arenaflex subscription for your own pet, ensuring you experience our service first‑hand.
• Remote‑First Setup: Laptop, headset, ergonomic accessories, and a stipend for home‑office essentials.
• Pension Scheme: Company‑matched contributions to help you plan for the future.
• Flexible Schedule: Choose between Monday‑Thursday or Monday‑Friday shifts, working 16‑20 hours per week between 10 am‑2 pm.
• Community & Culture: Regular virtual coffee chats, pet‑themed team events, and a supportive network that celebrates both professional wins and personal milestones.

Our Remote Work Culture

At arenaflex, remote work is not just a policy—it’s a philosophy. Our team spans the length and breadth of the UK, connected through video calls, instant messaging, and collaborative platforms. We prioritize clear communication, transparent goals, and a healthy work‑life balance. Whether you’re a night‑owl or an early‑bird, you’ll find the flexibility to structure your day in a way that maximises productivity and personal wellbeing.

How to Apply

If you’re excited to combine your customer‑service expertise with a love for pets, we want to hear from you! Please submit the following to [email protected]:

• Your up‑to‑date CV.
• A tailored cover letter that showcases why you’re the perfect fit for arenaflex.
• Answers to the three short questions below:
  • What do you find interesting about the pet industry?
  • Which subscription business have you had the best experience with and why?
  • Please outline a recent negative customer service experience with a company or a situation you feel a company could have improved.

Applications close at 16:00 on Friday, 27 September 2024. We review submissions on a rolling basis, so early applications are encouraged.

Join arenaflex – Make Every Pet’s Life Healthier

Ready to turn your passion for pets into a rewarding career? Become the voice of arenaflex, delight our customers, and help shape the future of pet health care. Apply today and embark on a journey where empathy meets innovation.