Experienced Customer Support Associate – Healthcare and SaaS Expertise
At arenaflex, we're revolutionizing the healthcare industry by building software that improves the quality and accessibility of care. Our mission is to empower clinicians to focus on what they do best – providing exceptional patient care. As a Customer Support Associate, you'll play a vital role in delivering exceptional support experiences to our customers, ensuring seamless interactions, and driving business growth.
About arenaflex
arenaflex has raised $50M in funding from renowned investors, including a16z, Craft Ventures, YCombinator, and Manresa. Our commitment to improving the accessibility of care has earned us recognition and support from the industry's leading players. We're not just building software; we're changing the way healthcare operates.
Our Culture
Our culture is built on a foundation of empathy, humor, and a passion for delivering exceptional support experiences. We believe in creating a work environment that's inclusive, supportive, and fun. Our team members are dedicated to improving the quality and accessibility of care, and we're looking for like-minded individuals to join our mission.
The Role
We're seeking a motivated and customer-focused Customer Support Associate to join our Customer Experience team. As our inaugural support hire, you'll serve as a centralized resource supporting our Account Managers by taking ownership of customer inquiries, troubleshooting, and operational support across our customer portfolio. The ideal candidate will have 1-3 years of customer support experience, strong problem-solving skills, and a passion for helping customers succeed.
Key Responsibilities
* Directly own customer inquiries and investigation requests, resolving cases independently with knowledge documents, macros, or input from cross-functional teams
- Diagnose operational and financial issues from our customers, escalating complex cases to appropriate team members
- Develop and maintain Standard Operating Procedures (SOPs) for common customer support scenarios
- Create and optimize workflows to streamline customer support processes, with an eye toward improving response times
- Collaborate with Account Managers to ensure seamless information handoffs for strategic customer issues
- Contribute to knowledge base development and maintenance for both internal and customer-facing resources
- Work closely with Implementation, SMB, and Enterprise teams to ensure consistent support throughout the customer lifecycle
- Analyze support metrics to identify improvement opportunities and enhance team efficiency
What We're Looking For
* Customer-first mentality: genuine empathy for customer needs and challenges, with a passion for delivering exceptional support experiences and always advocating for the customer perspective
- Bias for action: a drive to dive in head-first into ambiguous problems, and to get hands dirty to find solutions. Not afraid to dig for answers!
- Growth mindset: a mentality of approaching unknowns with excitement, a penchant for learning new skills and technologies to solve new operational challenges
- Aptitude for technical learning: an ability to quickly ramp up on new technical and product topics, with a natural inclination toward thorough documentation and knowledge sharing
Nice to Have
* Healthcare or SaaS experience preferred, particularly in revenue cycle management
Perks & Benefits at arenaflex
* Comprehensive Health Coverage: Medical, dental, and vision plans with nationwide coverage, including 24/7 virtual urgent care
- Mental Health Support: Weekly therapy reimbursement up to $100, so you can prioritize the care that works best for you
- Paid Parental Leave: Up to 12 weeks of fully paid time off for new parents (birth, adoption, or foster care)
- Financial Wellness: 401K (traditional & Roth), HSA & FSA options, and monthly commuter benefits for NYC employees
- Time Off That Counts: 18 PTO days per year (plus rollover), plus office closures for holidays, monthly team events, company off-sites, and daily, in-office lunches for our team
- Fitness Stipend: $100/month to use on fitness however you choose
- Hybrid Flexibility: In NYC? We work in the office 3–5x/week, with flexibility when life happens. Fridays are remote-friendly
Join Our Team
At arenaflex, we're committed to building an inclusive culture that values diversity, equity, and inclusion. We recognize that underrepresented minorities are less likely to apply for a role if they don't think they meet all of the requirements. If that's you, we'd like to encourage you to apply regardless – we'd love to get to know you and see if there's a place for you here!
Security
We take security seriously, and all of our employees contribute to uphold security requirements and maintain compliance with HIPAA security regulations.
Apply Now
Ready to join our mission to revolutionize healthcare? Apply now to become a part of our team and help us deliver exceptional support experiences to our customers. Apply for this job