Experienced Customer Experience Associate – Full-Time and Part-Time Roles at arenaflex

At arenaflex, we're on a mission to revolutionize the way service-based businesses thrive by providing transparent and intuitive consumer lending products. Since our inception in 2018, we've been driven by a passion for innovation, a commitment to customer satisfaction, and a dedication to building a healthy company culture. As a result, we've received numerous awards and recognitions, including the 2023 Best Consumer Lending Program by Tearsheet and the 2022 Best Consumer Lending Solution by Finovate. Our leadership team comes from top fintech companies, and we're backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures. With $84M in funding, we're a well-funded startup that has invested in people and technology while growing our partnerships responsibly. Our customers love us, with a sky-high NPS rating of 79, and we're proud to have been nominated to several Great Places to Work lists. At arenaflex, we're guided by our company values, which are the foundation of our success:

• Put customers first: They're our raison d'être, and we're committed to providing them with a high-quality Customer Experience.
• Act fast: Leverage our startup environment to move quickly and make decisions that drive results.
• Lead the way: Show and tell, and empower others to do the same.
• Take ownership: Everyone is hands-on here, and we expect you to take ownership of your work and contribute to our success.
• Be a good human: No egos, and build financial products that do right by people.

The Opportunities

We're hiring for both full-time and part-time Customer Experience Associate positions to join our team. As a Customer Experience Associate, you'll play a critical role in making our customers successful by working cross-functionally with product, growth, and engineering teams to solve problems and channel feedback in order to continuously improve the product experience.

Responsibilities

* Successfully resolve complex customer issues through the use of multiple support channels (email, SMS, chat), but mainly over the phone.

• Own and stay up to date with ongoing issues.
• Collaborate cross-functionally to identify product insights, bug reporting, and ticket trends to share with product and engineering teams to improve the customer experience.
• Work on various projects and initiatives to improve both the agent and customer experience.
• Handle customer escalations as needed.

Requirements

* 2+ years of experience working in a customer-facing role.

• Strong troubleshooting skills.
• Strong passion for helping solve user issues, with unwavering patience and empathy.
• A team player who contributes ideas to improve processes.
• Self-motivated & self-starting; independent, proactive, highly responsive, flexible, and adaptable.
• Ability to work extremely well under pressure in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to explain decisions and present information clearly, as it pertains to company policies.
• Strong attention to detail, and highly organized.
• Analytical approach to navigating, investigating, and understanding how products work.
• Aptitude for learning new products, processes, and systems.
• Stable and reliable internet connection.

Bonus Points

* Fintech experience.

• Proficient in Zendesk, and other CRM tools such as Insightly.

Full-Time Position – Additional Info

* For the full-time position, we offer two shifts: + AM Shift: 6am to 3pm PST OR + PM Shift: 8am to 5pm PST

• The hourly rate for this position is $25 per hour plus equity, and benefits.

Part-Time Position – Additional Info

* For the part-time position, we have 5-hour shifts up to 30 hours per week + (6am-11am PST or 7am-12pm PST)

• This position accrues sick time per California law, but will not accrue PTO.
• There are no health benefits available for this role.
• The hourly rate for the position is $25 an hour.

Interview Process

* Application Review

• Recruiter Screen
• Take Home Assessment
• Hiring Manager Call
• Interview I
• Final Interview
• References
• Offer

If you're passionate about delivering exceptional customer experiences and want to join a dynamic team that's changing the face of fintech, we'd love to hear from you! Spend a little time on our About Us page, our Press page as well as our blog for more. Apply now and take the first step towards an exciting career at arenaflex!

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