**Experienced Customer Support Associate – Remote Opportunity with arenaflex**

Are you passionate about delivering exceptional customer experiences and eager to join a dynamic team that's revolutionizing the nonprofit sector? Look no further! arenaflex is seeking an experienced Customer Support Associate to join our growing team, providing top-notch support to our customers and helping them achieve their goals. **About arenaflex** arenaflex is a mission-driven startup that's on a mission to empower nonprofits to drive impact. We're a hypergrowth YC-backed startup with 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 discover, track, and manage grants efficiently, and we're committed to making a meaningful difference in the world. **About 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 to ensure that our customers receive the best possible support and experience. **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** * 1+ years of customer-facing work experience, ideally in a SaaS environment, with a consistent CSAT score above 95%. A background in nonprofit development or fundraising is a plus! * Support desk experience, with a tool such as Intercom to answer customer inquiries, conduct ticket reporting, and pull metrics to analyze support performance * Light quality assurance experience, 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 fast-paced environments * Ownership and a proactive approach to process improvement, with the confidence to execute on new ideas * Tech savviness, with experience using tools like G Suite, Zoom, Slack, Intercom, and Canva * A growth mindset, with a willingness to learn and take feedback in stride * Mission-driven, with a passion for arenaflex's mission and a desire to support 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. **Our Culture** * We're customer-focused, seeking feedback from our customers to improve the arenaflex experience for everyone. * We love to experiment, constantly generating new concepts and iterating to see what works. * We appreciate authenticity, encouraging open, clear communication with each other about the things that matter most to us. * We're approachable and collaborative, with everyone having a voice and working together to build arenaflex. * We kick it every day with some of the nicest people in the world, helping nonprofits move the world forward. **Ready 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