Experienced Customer Support Specialist (Part-Time) – Delivering Exceptional Experiences for arenaflex Customers

At arenaflex, we're revolutionizing the way people raise and deploy capital seamlessly. Our vision is a world where individuals can vote with their money on what the future looks like and participate in creating it. We're making it radically easier for anyone, anywhere, to launch and run an angel syndicate or venture firm. Our platform handles all the "plumbing" through one seamless experience, from setting up the legal structure for an investment vehicle to processing payments. We're already trusted by over 7,000 VCs, angels, and founders, and we're just getting started. As we continue to grow and innovate, we're looking for a talented Customer Support Specialist to join our team. This part-time role will play a critical part in delivering exceptional experiences for our customers, ensuring their needs are met, and their expectations are exceeded.

The Role

As a Customer Support Specialist at arenaflex, you'll be the frontline point of contact for our customers, handling emails, chats, and calls with professionalism and care. You'll be responsible for:

• Providing proactive and thoughtful support to customers, addressing their issues through active listening and a comprehensive understanding of our products and services
• Delivering high customer satisfaction scores by being truly customer-centric and a skilled problem-solver
• Collaborating with the team to troubleshoot problems, leaving internal notes for the Customer Support Manager, sharing feedback with our product team, and correctly tagging tickets for future data analysis
• Championing the customer perspective, understanding their pain points, and leveraging this insight to initiate positive changes to the arenaflex customer experience

Working Hours

This is a part-time remote position with a fixed schedule:

• Monday to Thursday: 6:00pm - 9:00pm
• Saturday and Sunday: 10:00am - 4:00pm

A total of 24 hours per week. We'll prioritize candidates who can commit to the full set of hours, but we're open to a job share arrangement. If you can commit to all evening or all weekend hours, we welcome you to apply.

Must-Have Qualities

To succeed in this role, you'll need to possess the following qualities:

• Detail-Oriented: You'll be meticulous in your attention to small details, suggesting improvements to templates and documents with an eye for precision.
• Brilliant Communicator: You'll understand the importance of effective, clear communication in all aspects of the role, communicating empathetically and working on improvements to enhance customer communication.
• Customer-Centric Focus: You'll genuinely care for the customer, making it a point to understand their needs, concerns, and expectations, and dedicating yourself to ensuring a positive and fulfilling experience for every customer interaction.
• Adaptable and a Fast Learner: You'll be able to adapt to new processes, regulations, and tools with the right coaching, and be a quick learner in a fast-paced environment.

Your Experience & Background

We recognize that the ideal background could come from various profiles. You could be a university student, a recent graduate, a parent, someone who worked in a role with transferable skills, or an experienced customer support specialist. What matters most to us is that you meet each of the qualities we're looking for, are ready to make an impact quickly, and align with our values.

Nice to Have

While not essential, the following experience would be a definite plus:

• Experience working within a fintech or B2B environment
• A keen interest in technology, venture capital, and angel investing
• Familiarity with Zendesk and Airtable

The Hiring Process

Our hiring process typically takes two weeks, sometimes shorter, or perhaps a bit longer. We'll accommodate your availability and make any hiring adjustments along the way. The process includes:

• An interview with Imani, our People & Talent Lead, to unpack the role and learn more about us
• A take-home challenge to assess how well you'd perform in the role
• An interview with Haroun, our Head of Commercial, to unpack your experience with the hiring manager
• A final interview with Mary & Paddy, Co-CEOs & Founders, to discuss your potential fit and spend time with our founders

Salary

The salary for this part-time role (24 hours per week) is £18,000 - £23,400 annually, depending on experience. This is based on an FTE salary of £30,000 - £39,000.

Your Location

This role is fully remote, and you must be based in the UK.

Working at arenaflex

We encourage a balanced way of working, offering flexibility and supporting your life outside of work so you can bring your best to the table. Our benefits include:

• An equity option package so you can benefit from our success
• We're remote-first, but we value spending time together. We have days where we use the same WeWork, and we make an effort to organize monthly in-person socials (attendance isn't mandatory)
• Choose your own laptop and receive an additional £1000 to spend on your home-tech setup
• Enjoy a £1000 yearly allowance for learning and wellness initiatives of your choosing (including gym membership)
• Receive your own expense card, eliminating out-of-pocket spending for work items and tools that matter
• Private health insurance to ensure your health isn't compromised, allowing you to do your best work

Accessibility Adjustments

We're committed to removing invisible barriers. If there are any adjustments we can make to better support you, please let us know when you apply. At arenaflex, we truly value the power of diversity and inclusion. We warmly invite applications from individuals of every gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, and anything else that makes you who you are. Your walk of life, background, and experience bring a unique perspective that matters to us, as it helps us create products that resonate with and serve everyone. If you're passionate about delivering exceptional customer experiences and are ready to join a fast-growing startup that's changing the way people raise and deploy capital, we'd love to hear from you. Apply now to become a part of the arenaflex team! Apply for this job