Experienced Customer Experience Associate – Weekend Support Specialist

At arenaflex, we're revolutionizing the way self-employed professionals manage their businesses. As a rapidly growing company, we're committed to providing the security and peace of mind that has historically only been possible at big corporations. Our mission is to empower independent professionals to focus on what they love, rather than getting bogged down in business finances. We're seeking a highly skilled and passionate Customer Experience Associate to join our Weekend Support Team. As a key member of our Customer Experience team, you'll play a vital role in delivering exceptional support to our customers, identifying trends in customer feedback, and driving product improvements. If you're a customer-centric individual with a passion for problem-solving and a knack for working with distributed teams, we'd love to hear from you.

About arenaflex

arenaflex is a business bank account that automates taxes and expense tracking, giving self-employed professionals the freedom to focus on their passions. Our team is dedicated to building a safety net for self-employment, and we're committed to creating a culture that values diversity, equity, and inclusion.

About this role

As a Customer Experience Associate, you'll be the voice of our customers, working closely with our product, engineering, design, and business teams to ensure their needs are top of mind. You'll be responsible for providing exceptional support to our customers via phone, email, and social media channels during our support business hours (Sunday through Thursday, 9am to 5pm ET). You'll also maintain our customer-facing Help Center, creating and improving articles to ensure our customers have all the information they need before contacting support.

Key Responsibilities

* Provide exceptional support to our customers via phone, email, and social media channels during our support business hours (Sunday through Thursday, 9am to 5pm ET)

• Maintain our customer-facing Help Center, creating and improving articles to ensure our customers have all the information they need before contacting support
• Represent the Voice of Customer to our product, engineering, design, and business teams, to ensure their needs are top of mind as arenaflex continues to grow
• Identify gaps in our internal processes and tools on the CX team and help develop and implement improvements
• Communicate trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering

Essential Qualifications

* 2+ years of experience providing outstanding customer support in a tech or startup environment

• Experience with common customer experience platforms (e.g. Zendesk, Salesforce, Intercom, etc)
• An aptitude for working with customers over the phone and keeping conversations productive
• Comfort working remotely and experience working with distributed teams across different time zones
• Excellent written and verbal communication skills, with a focus on empathy and problem-solving
• An interest in identifying patterns in customer conversations and bringing constructive feedback to product and/or engineering teams

Preferred Qualifications

* First-hand experience as a freelancer, gig worker, side-hustler, or any other kind of self-employment

• A basic understanding of banking, personal finance, and/or taxes

Skills and Competencies

* Excellent communication and problem-solving skills

• Ability to work independently and as part of a distributed team
• Strong analytical and critical thinking skills
• Experience with customer experience platforms and tools
• Ability to identify patterns in customer conversations and bring constructive feedback to product and/or engineering teams

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our team members grow and develop their skills. As a Customer Experience Associate, you'll have the opportunity to:

• Work closely with our product, engineering, design, and business teams to drive product improvements and enhancements
• Develop and implement process improvements to enhance the customer experience
• Collaborate with our training team to develop and deliver training programs for our support team
• Participate in our mentorship program, where you'll be paired with an experienced team member to help you grow and develop your skills

Work Environment and Company Culture

arenaflex is a remote-first company, with offices in SF and NYC. We're committed to creating a culture that values diversity, equity, and inclusion, and we're proud to be an equal opportunity employer. Our team is passionate about delivering exceptional support to our customers, and we're committed to creating a work environment that's inclusive, supportive, and fun.

Compensation, Perks, and Benefits

* Competitive hourly rate: $30 - $33 per hour

• Comprehensive benefits package, including 401K, FSA, and Commuter Benefits
• Paid parental leave: 16 weeks of flexible parental leave
• Health benefits: Comprehensive medical, dental, and vision benefits
• Work anywhere: We support fully remote working, with offices in SF and NYC
• Meaningful equity: Everyone on our team should feel and act like an owner, which is why we offer industry-competitive equity to all of our employees
• Flexible vacation policy: Vacations, appointments, mental health days - take the time you need, whenever you need to

How to Apply

If you're a customer-centric individual with a passion for problem-solving and a knack for working with distributed teams, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply to this job Apply for this job