Experienced Customer Support Associate – Remote Opportunity to Drive Customer Happiness and Process Improvement

Are you a customer-focused individual with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments and enjoy experimenting with new ideas to drive growth and improvement? If so, we invite you to join arenaflex as a Customer Support Associate, where you'll play a vital role in scaling our support efforts and advocating for our customers' needs.

About arenaflex

arenaflex is a mission-driven startup that's revolutionizing the way nonprofits discover, track, and manage grants. With over 3,700 nonprofit clients and a hypergrowth trajectory, we're building the future of fundraising automation. Our team is dedicated to delivering an exceptional customer experience, and we're seeking a talented Customer Support Associate to join our ranks.

About the Role

As a Customer Support Associate at arenaflex, you'll be an advocate for our customers at every stage of their journey. You'll provide quick and helpful support via live chat, phone, and video, respond professionally and empathetically to customer issues, and maintain and contribute to our knowledge base by authoring, editing, and updating self-serve resources. You'll also identify and implement ways to work more efficiently and effectively, optimize the customer experience, and serve as the voice of our customers, sharing feedback and advocating for their needs.

Key Responsibilities:

* Provide exceptional customer support via live chat, phone, and video

• Respond professionally and empathetically to customer issues
• Maintain and contribute to the arenaflex knowledge base by authoring, editing, and updating self-serve resources
• Identify and implement ways to work more efficiently and effectively
• Optimize the customer experience
• Serve as the voice of our customers, sharing feedback and advocating for their needs

Essential Qualifications:

* 1+ years of customer-facing work experience, ideally in a SaaS environment with a consistent CSAT score above 95%

• Support desk experience using a tool such as Intercom
• Light quality assurance experience, understanding how to test and report bugs with clarity and efficiency
• Passion for delivering exceptional customer experiences
• Excellent communication and empathy skills
• Organized and multitasking skills with a high level of attention to detail
• Adaptability and ability to thrive in fast-paced environments
• Ownership and proactive approach to process improvement
• Tech savviness, familiar with tools like G Suite, Zoom, Slack, Intercom, and Canva

Preferred Qualifications:

* Experience working with nonprofit or SMB customers

• Experience working remotely
• Background in nonprofit development or fundraising
• Experience in an early-stage startup environment

What We Offer:

* Competitive salary + equity ($55,000 - $65,000/year, depending on experience)

• 100% covered health, dental, and vision insurance for employees, 50% for dependents
• Generous PTO policy, including parental leave
• 401(k)
• Company laptop + stipend to set up your home workstation
• Company retreats for in-person time with your colleagues
• Work with awesome nonprofits around the US, partnering with incredible organizations doing meaningful work

What to Expect:

* Instrumentl is evolving rapidly, and you'll always have new challenges and opportunities to grow in your role

• You'll be an early member of our small but mighty team, playing a huge part in shaping our culture for the years and teammates to come
• We're customer-focused, love to experiment, appreciate authenticity, and are approachable and collaborative

How to Apply:

Please submit either a written response or a link to a short Loom video, addressing the prompts below: 1. What are your top 3 customer service philosophies? How do they show up in your interactions with customers? 2. How have you made changes to improve a process and make it more effective or efficient? Don't forget to include the word "moxie" in your application to show you read this from start to finish! Along with your written response or Loom video, please attach your CV or resume. At arenaflex, we pride ourselves on building a diverse team from the ground up. Every role is an opportunity to teach, learn, and create some of your best work - if you're excited to grow along with us, we encourage you to apply. Apply Now Apply for this job