Experienced Senior Customer Support Associate – Customer Operations Team Member at arenaflex

At arenaflex, we're on a mission to revolutionize the way people access the law. Our online platform combines the expertise of regulated human lawyers with the power of artificial intelligence, making it possible for consumers and small businesses to get legal help at a fraction of the cost of a traditional law firm. We're passionate about leveling the playing field and believe that access to the law should be a basic utility in society. As a fast-growing company, we're looking for a dynamic Senior Customer Support Associate to join our team as one of the founding Customer Operations team members. You'll be the first line of support, making sure every customer feels heard, helped, and happy. As one of the first US hires, you'll have the opportunity to help build and evolve our workflows, tooling, and customer communication strategy.

About arenaflex

arenaflex is an online platform that's changing the way people access the law. Our platform combines the expertise of regulated human lawyers with the power of artificial intelligence, making it possible for consumers and small businesses to get legal help at a fraction of the cost of a traditional law firm. We're backed by some of the top US and UK VC funds, including Google Ventures, Balderton Capital, and TQ Ventures. We recently secured a $40M Series A funding round to facilitate international expansion and to grow our team, representing one of the five largest Series A rounds in Europe for 2024.

The Role

We're looking for a Senior Customer Support Associate who is excited by ambiguity, thrives in a fast-paced environment, and is eager to contribute to a culture of ownership, iteration, and care. As a Senior Customer Support Associate, you'll be responsible for:

• Serving as the first point of contact for clients and lawyers, providing thoughtful and timely support via email, chat, and phone
• Triage and escalating complex issues, while resolving routine inquiries from start to finish
• Taking ownership of day-to-day operations tasks, including handling online reviews, escalations, and internal process maintenance
• Identifying trends, friction points, and areas of user confusion; sharing insights to improve internal workflows and product experience
• Contributing to the creation and maintenance of customer-facing resources, such as help docs, macros, and onboarding communications

Requirements

To be successful in this role, you'll need:

• Previous experience in a high-volume, multi-channel support role
• The ability to perform in a fast-paced, early-stage startup environment
• Empathy-driven mindset with a genuine desire to help people
• Excellent written and verbal communication
• Complex problem-solving and critical thinking skills
• Strong organizational and problem-solving skills
• The ability to work independently and in a team setting

Bonus Points

While not required, the following skills and experiences will give you an edge in this role:

• A legal background or experience in the legal field
• Experience with Intercom, Notion, Slack, and GSuite
• Previous experience at an early-stage startup

Benefits

As a member of our team, you'll enjoy:

• Healthcare benefits: 'Premium' plan with 100% employee cover and 50% dependent cover
• Vacation: 20 days + 11 Federal holidays + 1 day of Birthday leave
• 401k: Matching contribution up to 2% of salary
• Equity: Options in arenaflex LTD

Work Environment and Company Culture

At arenaflex, we're passionate about creating a culture of ownership, iteration, and care. We believe that our employees are the backbone of our company, and we're committed to providing a work environment that's supportive, inclusive, and fun. Our office is located in the heart of Austin, TX, and we're looking for someone who is excited to join our team and contribute to our mission.

How to Apply

If you're passionate about customer support and are excited about the opportunity to join a fast-growing company, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job