Experienced Customer Support Analyst – Delivering Exceptional Client Experience in a Fast-Growing Estate Advisory Platform

At arenaflex, we're revolutionizing the estate advisory industry with our cutting-edge platform, empowering wealth advisors to deliver holistic wealth planning for every client. With a strong foundation of 180+ years of Trust & Estate expertise, we're committed to making a lasting impact on the lives of our clients and their families. As a key member of our Customer Care/Support team, the Customer Support Analyst will play a vital role in delivering an exceptional client experience, driving positive outcomes, and contributing to the growth and success of our organization.

About arenaflex

arenaflex is a leading estate advisory platform that's changing the way wealth advisors work. Our powerful software for client engagement, estate planning, analysis, and document creation is supercharged with AI, making it easy to deliver holistic wealth planning for every client. With a strong focus on innovation, customer satisfaction, and employee growth, we're creating a work environment that's both challenging and rewarding.

Responsibilities

As a Customer Support Analyst at arenaflex, you'll be responsible for delivering exceptional service to our clients, ranging from small wealth advisory businesses to the largest financial services firms. Your key responsibilities will include:

• Identifying, responding, and resolving issues and questions raised by arenaflex customers
• Providing hands-on support to our clients to ensure their ongoing happiness
• Evaluating the criticality of a given issue; isolating and escalating problems to senior management to ensure problems are solved in a timely manner
• Helping clients leverage arenaflex to the greatest extent possible through both functional and conceptual instruction
• Working cross-functionally across the business with Customer Success, Sales, Product, Engineering, and Operations to ensure customers get the help they need
• Providing constructive feedback on methods for optimizing the support flows and tools used for tracking and responding to customers
• Reporting regularly to internal stakeholders on customer support operations and working with customer success managers and sales account executives on customer-related initiatives
• Collaborating with the SVP of Customer Experience to implement and track key metrics like a Client Health Score
• Becoming an expert in all things arenaflex

Required Qualifications

To be successful in this role, you'll need to possess the following qualifications:

• 3+ years of Customer Support experience
• Proven results in driving positive customer experience
• Ability to form relationships with colleagues, prospects, and customers through strong interpersonal skills
• A self-starter who thrives in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail
• Excellent written and verbal communication skills
• Metrics-oriented and customer satisfaction-driven
• Ability to manage multiple support channels (e.g., email, chat, and phone)
• Bachelor's degree in Business Administration or equivalent
• Knowledge of customer service principles and practices
• Preferred proficiency in Google Suite and CRM tools, like Salesforce
• Candidates must be legally authorized to work in the United States without the need for sponsorship now or in the future

Preferred Qualifications

While not required, the following qualifications would be beneficial:

• Experience working in financial services or wealth management
• Trust & Estate (T&E) industry experience as a paralegal or related role
• Customer service certification

Benefits

At arenaflex, we're committed to providing a comprehensive benefits package that supports the well-being of our employees. Some of the benefits we offer include:

• Flexible paid time off policy and 10 company-wide paid holidays
• Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents
• Medical, dental, and vision benefits coverage for employees and their families
• 401K eligibility after one month of employment
• Budget for learning & development and home office setup

Compensation

The salary range for this role is $65,000 to $85,000. Our compensation packages also include a performance-based bonus and equity. Compensation is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

Equal Employment Opportunity

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

E-Verify

arenaflex participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If you're passionate about delivering exceptional client experiences and contributing to the growth and success of a fast-growing estate advisory platform, we encourage you to apply for this exciting opportunity. Apply for this job