Welcome to arenaflex
arenaflex is a mission-driven startup dedicated to empowering the nonprofit sector to drive impact. We're on a quest to become the #1 most-loved grant discovery and management tool, and we're well on our way. To help us achieve this goal, we're seeking a highly motivated and customer-focused Customer Support Associate to join our team. As a Customer Support Associate at arenaflex, you will play a vital role in advocating for our customers (nonprofits and grant writers) and helping them achieve their goals while using our platform.
About Us
arenaflex is a hypergrowth YC-backed startup with over 3,700 nonprofit clients, ranging from local homeless shelters to larger organizations. We're building the future of fundraising automation, helping nonprofits discover, track, and manage grants efficiently through our SaaS platform. Our team is passionate about delivering exceptional customer experiences, and we're committed to making a positive impact in the nonprofit sector.
About the Role
In your first year as a Customer Support Associate at arenaflex, you will help expand our company's reach by scaling our support efforts. You'll be an advocate for our customers at every stage of the journey, answering their questions, gathering and sharing product feedback, and growing and improving our self-serve resources. Our ideal candidate is proactive, eager to learn, willing to experiment, and excited to collaborate with multiple teams to enhance the customer experience at arenaflex.
Key Responsibilities
- Provide quick and helpful support to arenaflex customers, partners, and prospects via live chat, phone, and video
- Respond professionally, empathetically, and promptly to customers to resolve customer issues
- Maintain and contribute to the arenaflex knowledge base by regularly authoring, editing, and updating self-serve resources such as help articles, best practices videos, FAQs, etc.
- Identify and implement ways to work more efficiently and effectively internally and optimize the customer experience
- Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams
What We're Looking For
We're seeking a highly motivated and customer-focused individual with:
- 1+ years of customer-facing work experience, ideally in a SaaS environment, with a consistent CSAT score above 95%
- Support desk experience, with proficiency in tools such as Intercom
- Light quality assurance experience, with the ability to test and report bugs with clarity and efficiency
- Passion for delivering exceptional customer experiences
- Excellent communication and empathy skills, with the ability to communicate complex topics easily over video and in writing
- Organized and multitasking skills, with a high level of attention to detail
- Adaptability and ability to thrive in fast-paced environments, with experience in an early-stage startup environment a plus
- Ownership and proactive approach to process improvement, with the confidence to execute on new ideas
- Tech savviness, with familiarity with tools like G Suite, Zoom, Slack, Intercom, and Canva
- Growth mindset, with the ability to take feedback in stride
- Mission-driven, with excitement about arenaflex's mission and eagerness to support the work done by the nonprofit community
Preferred Qualifications
- Experience working with nonprofit or SMB customers
- Experience working remotely
- Background in nonprofit development or fundraising
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our team members grow and develop in their careers. As a Customer Support Associate, you'll have the opportunity to:
- Develop your customer support skills and expertise
- Collaborate with multiple teams to enhance the customer experience
- Contribute to the growth and development of our knowledge base and self-serve resources
- Participate in training and development programs to enhance your skills and knowledge
- Take on new challenges and responsibilities as the company grows and evolves
Work Environment and Company Culture
arenaflex is a fully distributed team, with no office. We're looking for someone based in the continental US, but open to those flexible to Eastern or Central Time standard working hours. Our company culture is built on the following values:
- Customer-focused: we prioritize our customers' needs and strive to deliver exceptional experiences
- Experimentation: we encourage ideation and experimentation to drive innovation and growth
- Authenticity: we value open and clear communication, and encourage our team members to be their authentic selves
- Approachability and collaboration: we believe in building a positive and supportive team culture, where everyone has a voice and contributes to our success
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- 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
- Opportunity to work with awesome nonprofits around the US, and contribute to their success
Conclusion
If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Please submit your application, including your CV or resume, and a written response or short Loom video addressing the following prompts:
- What are your top 3 customer service philosophies? How do they show up in your interactions with customers?
- 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've read this from start to finish! We look forward to hearing from you and exploring how you can contribute to our mission at arenaflex.
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