**Experienced Multilingual Customer Support Executive Amharic & English

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About arenaflex

Welcome to arenaflex, a dynamic global fintech powerhouse that has been redefining the way traders and investors interact with technology since 2008. With a vibrant workforce of over 2,100 professionals spanning more than 100 nationalities, arenaflex thrives on the principles of collaboration, innovation, and continuous learning. Our teams operate across every time zone, seamlessly delivering worldclass support and services to our clients worldwide. As a member of the arenaflex family, youll join a culture that values diversity, empowers growth, and celebrates success together.

Why This Role Matters

Customer experience is the heartbeat of arenaflex. Our traders rely on swift, accurate, and empathetic support to navigate the fastpaced markets we serve. As a Customer Support Executive, you will be the frontline ambassador who translates complex platform features into clear, actionable guidance. Your role is pivotal in maintaining the trust and satisfaction of our global client base, ensuring that every interaction reflects arenaflexs commitment to excellence.

Key Responsibilities

Multichannel Support: Resolve client inquiries via live chat, email, and phone, ensuring a consistent, highquality experience across all channels.

CRM Management: Log, track, and update tickets in our Salesforcebased system, maintaining meticulous records and accurate documentation.

Issue Escalation: Identify complex issues and route them to the appropriate specialist using Jira, ensuring timely resolution.

Client Communication: Provide regular status updates to clients, managing expectations and fostering positive relationships.

Document Verification: Review and verify clientsubmitted documents on an hourly basis, ensuring compliance with regulatory standards.

Reporting & Analysis: Prepare detailed reports and analytics to support operational improvements and strategic decisionmaking.

Continuous Learning: Attend company seminars, workshops, and training sessions to stay current on arenaflex products and industry trends.

KPI Achievement: Meet or exceed quarterly performance targets set by the Customer Support Manager.

Adhoc Projects: Contribute to special initiatives and process enhancements as directed by leadership.

Essential Qualifications

Minimum of 1 year of experience in a customer service or support role.

Fluency in Amharic and English, with exceptional written and verbal communication skills.

Strong clientfacing demeanor and a genuine passion for helping others.

Proficiency in troubleshooting, problemsolving, and multitasking across multiple platforms.

Basic understanding of CRM systems (Salesforce preferred) and issuetracking tools (Jira).

Bachelors degree or diploma in Business Administration, Finance, or a related field.

Selfmotivated, reliable, and able to thrive in a fastmoving, remote environment.

Preferred Qualifications & Skills

Experience in the fintech or financial services industry.

Knowledge of trading platforms, market data, and regulatory compliance.

Proficiency with Microsoft Office Suite, Google Workspace, and collaboration tools.

Datadriven mindset: ability to interpret metrics and contribute to process optimization.

Adaptability to new technologies and willingness to learn continuously.

Team player who can collaborate across departments and time zones.

What Youll Gain at arenaflex

Career Growth & Learning

At arenaflex, we believe that learning is a lifelong journey. Youll have access to:

Professional development programs, including certifications in customer support, data analysis, and fintech operations.

Free English language courses and softskills workshops to sharpen your communication and leadership abilities.

Handson trading workshops that deepen your understanding of the markets we serve.

Mentorship from senior support leaders and crossfunctional experts.

Work Environment & Culture

Our culture is built on trust, transparency, and teamwork. Youll experience:

Remote work flexibility from your home city, with the option to relocate to our Southeast Asia support hub after 23 months.

A supportive, inclusive environment that celebrates diversity and encourages open dialogue.

Regular virtual teambuilding activities, hackathons, and crossdepartmental projects.

Recognition programs that reward outstanding performance and innovation.

Compensation & Perks

We offer a competitive salary package that reflects your expertise and contributions. In addition:

Health and life insurance covering you, your spouse, and children, including vaccinations, mental health support, vision, and dental care.

Generous paid time off: 21 days of annual leave, paid sick leave, and public holidays.

Sports club membership allowance and support for physical fitness activities.

Annual holiday travel package with flight and accommodation coverage (within the yearly limit).

Meal and transportation allowance to