At arenaflex, we're revolutionizing the way service-based businesses thrive by providing transparent and intuitive consumer lending products. As a Customer Experience Associate, you'll play a vital role in making our customers successful by delivering exceptional service and support. If you're passionate about building strong relationships, navigating complex issues, and driving business growth, we want to hear from you!
**About arenaflex**
arenaflex has been building a reputation as a leader in fintech since 2018, with a leadership team that comes from top fintech companies like Lending Club, Affirm, and Varo Money. We're backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures, and have received recognition from the fintech world with awards such as the 2023 Best Consumer Lending Program by Tearsheet and the 2022 Best Consumer Lending Solution by Finovate. But what we're most proud of is our sky-high NPS rating of 79, which is a testament to our commitment to building a healthy company culture that prioritizes customer satisfaction.
**Our Company Values**
At arenaflex, we're guided by a set of core values that shape everything we do:
* **Put customers first**: We're committed to delivering exceptional service and support to our customers, and we expect you to do the same.
* **Act fast**: Our startup environment allows us to move quickly and respond to customer needs in a timely manner.
* **Lead the way**: We encourage our team members to take ownership and lead the way in solving complex issues and driving business growth.
* **Take ownership**: Everyone at arenaflex is hands-on and responsible for their work, and we expect you to be the same.
* **Be a good human**: We believe in building financial products that do right by people, and we expect you to do the same.
**The Role**
As a Customer Experience Associate, your mission is clear: make our customers successful! You'll be the friendly voice on the other end of the line, helping businesses navigate and get the most out of our platform. Whether it's answering questions, troubleshooting issues, or just providing an ear when they need it most, you'll be a key player in keeping our customers happy and helping them grow.
**Responsibilities**
* **Be the Go-To Expert**: You'll be the friendly voice that our merchants and borrowers call when they need help, guiding them through troubleshooting and tech support with ease. No two calls are the same – you'll keep things exciting and solve complex issues with confidence.
* **Written Support**: Our customers love talking to us, but sometimes they like to send us a message instead. You'll make sure customers feel heard and cared for even through written messages. No emoji overload here – just clear, concise, and caring communication that makes customers feel like they're getting VIP treatment every time.
* **Stay Ahead of the Game**: Own your cases and stay on top of ongoing issues to ensure customers get the best solutions, fast.
* **Teamwork Makes the Dream Work**: You'll team up with teams like Product, Growth, and Engineering to solve problems, share customer feedback, and drive improvements that help us build an even better product.
* **Drive Improvement**: Work on fun projects and initiatives within CX to make both the customer and agent experience even better – because we believe in making things awesome for everyone involved.
**Requirements**
* **Bachelor's degree preferred**: We're looking for candidates with a strong educational background and a passion for customer service.
* **2+ years of experience working in a customer-facing role**: You'll need to have experience working with customers and providing exceptional service and support.
* **Excellent verbal and written communication skills**: You'll need to be able to communicate clearly and effectively with customers and team members.
* **Must be willing to work weekends**: We're a 24/7 operation, and we need team members who are willing to work weekends to ensure our customers get the support they need.
* **Willing to manage up to 90% of your time on customer calls**: You'll need to be comfortable working on the phone and managing a high volume of customer calls.
* **Proficient in Salesforce**: You'll need to have experience using Salesforce and be able to manage customer data and interactions.
* **Proficient in Zendesk or another customer services software platform**: You'll need to have experience using Zendesk or another customer services software platform to manage customer interactions and support.
* **Aptitude for learning new products, processes, and systems**: We're a fast-paced and ever-changing environment, and you'll need to be able to learn quickly and adapt to new products, processes, and systems.
**Bonus points**
* **Fintech experience**: If you have experience working in fintech, that's a big plus!
**What We Offer**
* **Hourly rate of $25.00**: We offer a competitive hourly rate to our Customer Experience Associates.
* **Equity**: We believe in rewarding our team members with equity in the company, so you'll have a stake in our success.
* **Benefits**: We offer a range of benefits to our team members, including health insurance, paid time off, and more.
**How to Apply**
If you're passionate about delivering exceptional customer service and support, we want to hear from you! Please apply through our website, and we'll be in touch to discuss your application.