Job Description
At arenaflex, we're revolutionizing the way self-employed individuals 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 small business owners 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 team. As a key member of our Customer Experience team, you'll play a vital role in supporting our customers at every stage of their journey, from onboarding to successfully running their business with our tools and resources. Your expertise will enable us to identify customer trends, collect product feedback, and triage software bugs, ultimately driving product and policy improvements that make Found an effortless component of our customers' work lives. **About arenaflex** arenaflex is a business bank account that automates taxes and expense tracking, making it easier for self-employed individuals to manage their finances. Our innovative tools and resources are designed to help small business owners succeed, and we're committed to building a safety net for self-employment. **The Customer Experience Team** Our Customer Experience team is at the heart of what we do at arenaflex. We're a close-knit group of passionate individuals who are dedicated to providing exceptional support to our customers. As a Customer Experience Associate, you'll be part of a growing team that's constantly evolving and improving our processes to better serve our customers. **Recent Team Accomplishments** Our team has achieved some impressive milestones recently, including: * Launching company-wide shadowing to bring everyone at arenaflex closer to our customers * Adding AI operations tasks to the team's responsibilities to ensure that automation and AI services sound like arenaflex * Collaborating with product, design, and engineering teams to address frequent customer pain points and make positive changes for all of our users **Day-to-Day Responsibilities** As a Customer Experience Associate, your day-to-day responsibilities will include: * Supporting our customers via phone, chat, and email channels during arenaflex's support business hours (Monday through Friday, 9am to 5pm ET) * Maintaining our customer-facing Help Center alongside your teammates, creating and improving articles to ensure our customers have all the information they need before contacting support * Representing 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 * Identifying gaps in our internal processes on the CX team and helping develop and implement improvements * Communicating trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering **Requirements** To thrive in this role, you'll need: * 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 **Nice to Have** * 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 **Compensation and Benefits** arenaflex offers a competitive salary range of $30 - $33 per hour, with individual pay determined by several factors including job-related skills, experience, and relevant education or training. Our total compensation package includes a generous benefits package, including: * 401K, FSA, and Commuter Benefits * Paid parental leave (16 weeks of flexible parental leave) * Comprehensive medical, dental, and vision benefits * Meaningful equity (industry-competitive equity to all employees) * Flexible vacation policy (vacations, appointments, mental health days) **About You** We're a team that comes from a variety of backgrounds and experiences, and we firmly believe that diversity, equity, and inclusion are crucial to our success. As we grow, we're searching for passionate and motivated team members who are excited to bring their skill set to the team and are ready to learn from others. If you're looking for a role where you'll have the opportunity to make a meaningful contribution and great impact, we'd love to hear from you! **How to Apply** If you're passionate about providing exceptional customer support and are excited to join our team, please submit your application, including your resume and a cover letter. We can't wait to hear from you! Apply for this job