Experienced Customer Experience Associate (ET Hours) – Remote Support Role

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 self-employed professionals 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, providing self-employed individuals with the security and peace of mind they need to focus on their passions. Our team is dedicated to building a safety net for self-employment, and we're looking for kind, resourceful, and passionate individuals to join us on this mission.

About this role

As a Customer Experience Associate, you'll be part of a growing team that's passionate about providing exceptional customer support. You'll work closely with our customers via phone, chat, and email channels during our support business hours, Monday through Friday, 9am to 5pm ET. You'll also maintain our customer-facing Help Center, creating and improving articles to ensure our customers have all the information they need before contacting support. Your role will involve:

• Supporting customers via phone, chat, and email channels during our support business hours
• Maintaining our customer-facing Help Center, creating and improving articles to ensure our customers have all the information they need
• Representing the Voice of Customer to our product, engineering, design, and business teams, to ensure their needs are top of mind as we continue 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

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

The anticipated salary range for this role is $30 - $33 per hour. Our competitive base salary is just a piece of arenaflex's total compensation package. We offer a generous benefits package to all employees, including:

• 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation
• Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by arenaflex qualify for 16 weeks of flexible parental leave
• Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 90% covered for dependents
• Work anywhere: We have arenaflex offices in SF and NYC. For team members who work outside those cities, arenaflex also supports fully remote working
• Meaningful equity: Everyone on our team should feel and act like an owner, which is why arenaflex offers industry-competitive equity to all of our employees
• Flexible vacation policy: Vacations, appointments, mental health days- take the time you need, whenever you need to with our flexible time-off policy

About you

arenaflex is built by 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 a growing team, please submit your application. We can't wait to hear from you! Apply to this job Apply for this job