At arenaflex, we're on a mission to revolutionize the way nonprofits discover, track, and manage grants. As a hypergrowth startup with a passion for driving impact, we're looking for a talented Customer Support Associate to join our team. If you're motivated by customer happiness and excited about process improvement, then this role is made for you!
**About arenaflex**
arenaflex is a YC-backed startup with a vision to become the #1 most-loved grant discovery and management tool for nonprofits. We're proud to have over 3,700 nonprofit clients, from local homeless shelters to larger organizations like the San Diego Zoo and the University of Alaska. Our platform is designed to help nonprofits automate their fundraising efforts, discover new grants, and manage their applications efficiently.
**Our Culture**
At arenaflex, we're a team of passionate individuals who are dedicated to making a difference in the nonprofit sector. We're a fully distributed team, which means we work remotely and collaborate with each other through video calls, Slack, and other digital tools. We value authenticity, approachability, and collaboration, and we're committed to building a diverse team from the ground up.
**The Role**
As a Customer Support Associate at arenaflex, you'll play a critical role in expanding 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. You'll work closely with our Customer Success team, including our Head of Customer Success, Priya, and our Senior Customer Success Manager, Amélie.
**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**
* 1+ years of customer-facing work experience, ideally in a SaaS environment, with a consistent CSAT score above 95%
* Support desk experience, including using a tool such as Intercom to answer customer inquiries, conduct ticket reporting, and pull metrics to analyze support performance
* Light quality assurance experience, including understanding how to test and report bugs with clarity and efficiency
* Passion for delivering awesome customer experiences
* Excellent communication and empathy skills, with the ability to communicate complex topics easily over video and in writing
* Organized and adaptable, with a high level of attention to detail and the ability to thrive in a fast-paced environment
* Ownership and a proactive approach to process improvement, with the confidence to execute on new ideas
* Tech savviness, including familiarity with tools like G Suite, Zoom, Slack, Intercom, and Canva
* A growth mindset and a willingness to learn and take feedback in stride
* Mission-driven, with a passion for supporting the work done by the nonprofit community
**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**
arenaflex is evolving rapidly, and you'll always have new challenges and opportunities to grow in your role here. 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 a team that values experimentation, authenticity, and collaboration, and we're committed to building a diverse team from the ground up.
**How to Apply**
If you're excited about this opportunity, 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.