Experienced Full Stack Customer Success Specialist/Ops, Life Insurance – Revolutionizing the Industry with arenaflex

Are you ready to join a pioneering team that's transforming the life insurance landscape? Do you have a passion for delivering exceptional customer experiences and driving business growth? Look no further! arenaflex is seeking an experienced Full Stack Customer Success Specialist/Ops to join our dynamic team. As a key member of our organization, you'll play a vital role in shaping the future of our industry and making a lasting impact on our customers' lives.

About arenaflex

arenaflex is a joint venture between industry leaders, revolutionizing the way financial representatives sell insurance. We're building a cutting-edge operating system that automates manual workflows, empowers team members, and brings insurance services into the 21st century. Our mission is to bolster financial security for the nearly 40 million US households who don't have sufficient coverage to thrive in times of hardship. With a significant capital commitment from a strategic partner, we're poised to modernize an antiquated industry and make a real difference in people's lives.

What's the Opportunity?

Fieldtech, our flagship platform, is already used by one of the nation's premier financial planning and advisory firms in the US. We're looking for a talented Customer Success Specialist/Ops to join our team and help us drive results, define the industry, and create a working environment that helps individuals thrive professionally and personally. If you're energized by turning complex, labor-intensive workflows into elegant and modern technical solutions, we want you on our team.

Job Summary

As a Customer Success Specialist/Ops, you'll be the first point of contact for our clients who need technical assistance and guidance. You'll use your exceptional communication and problem-solving skills to resolve customer issues, troubleshoot software problems, and ensure customer satisfaction. You'll also document and track customer cases, escalate complex issues, provide feedback and suggestions, and stay updated on product features and best practices.

Essential Duties and Responsibilities

* Respond to customer inquiries in a timely and professional manner

• Identify, diagnose, and resolve technical issues related to our product using various tools and methods
• Document and track customer cases using our ticketing system, Zendesk, and follow up on the resolution status
• Escalate complex issues to the appropriate team or department and collaborate with them to provide solutions
• Provide feedback and suggestions to improve our products and services based on customer needs and expectations
• Document user issues, resolutions, troubleshooting steps, and expected behavior in a comprehensive and organized manner, ensuring accurate and up-to-date records for future reference
• Participate in refinement of bugs and user stories to ensure the customer's needs are represented
• Manage the onboarding of new users
• Play a critical role during the release process, testing all new features and fixes, performing smoke tests, and communicating release notes across the company
• Stay updated on product features, updates, and best practices and share them with customers and colleagues
• Conduct user training sessions and workshops to educate users on best practices, new features, and system updates, ensuring users are proficient in utilizing the organization's technology tools
• Create and maintain customer training materials, including videos and one-pagers
• Partner closely with CSM to prioritize projects/issues/customer roadmap
• Build and master Customer Success playbooks relating to ticket management, client communication, escalations, and problem-solving
• Own and manage individual KPIs to ensure SLAs are met
• Responsible for training new FieldTech employees on the product

Knowledge, Skills, and Abilities

* Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and simple manner

• Experience handling customer inquiries and collaborating with technical stakeholders
• Strong problem-solving and analytical skills, with the ability to troubleshoot, resolve, and document technical issues efficiently and effectively
• Highly detail-oriented and organized with the ability to effectively prioritize and multi-task
• Agility – ability to adapt to shifts in priorities

Education and/or Experience

* Familiarity with CRM systems, ticketing tools, and remote support software, such as Zendesk

• Previous experience in insurance software is a huge plus
• 2+ years of experience in business operations, administration, or a similar role
• Technology support and troubleshooting is preferred
• College degree or advanced learning preferred. HS Diploma or equivalent is required

What We Offer

* An opportunity to change the life insurance landscape

• An unparalleled opportunity to build something new, with lasting value, and create a working environment that helps individuals thrive professionally and personally
• A culture that promotes great relationships both inside and outside the office
• Highly competitive salary and benefits

arenaflex is proud to offer a competitive salary, PTO, and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $55,000 - $70,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. The actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. NFP, an Aon company is proud to offer a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.

Take the Next Step

Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story. apply to this job Apply for this job