Experienced Customer Experience Associate – Fleet Operations & Electric Vehicle Revolution

At arenaflex, we're revolutionizing the way fleet operators manage their electric vehicles. Our mission is to build the fleet management platform for the electric vehicle era, empowering fleet operators to maximize efficiency and profitability without hardware modifications. We're a high-growth startup with a passion for innovation, and we're looking for an enthusiastic and detail-oriented individual to join our team as a Customer Experience Associate.

About arenaflex

arenaflex is a well-funded startup backed by some of Silicon Valley's top investors. We were founded by David Hodge, who previously founded Embark, a popular transportation app used by millions, which was eventually sold to Apple. Our team comes from companies like Apple, Uber, Tesla, Stripe, Robinhood, and Yelp, and we're the first to officially integrate with Tesla's fleet API. We've achieved 5.7x growth in 2024 with a small team, and we're looking for your help to accelerate further.

Role Overview

As a Customer Experience Associate at arenaflex, you'll be the voice of our company to our customers. Reporting to our Head of Business Operations and working closely with our Customer Success Associate, you'll be the first line of support for fleet operators navigating the electric vehicle revolution. This is an ideal role for someone early in their career who's excited about technology and eager to learn the ins and outs of a high-growth startup.

Responsibilities

As a Customer Experience Associate, you'll be responsible for:

• Serving as the first responder to customer support tickets, providing timely and helpful solutions while maintaining a friendly, professional tone.
• Triage and prioritize issues effectively, escalating complex problems to the appropriate team members with clear context and customer impact assessment.
• Own and continuously improve our customer support documentation, including internal SOPs and external FAQs to enable self-service.
• Handle administrative customer tasks including Stripe account setup, payment dispute investigations, and basic vehicle onboarding requests.
• Partner with engineering and product teams to communicate customer needs and manage expectations on issue resolution timelines.
• Participate in on-call rotation to ensure customers receive support when they need it most.
• Track and maintain SLA compliance while identifying patterns to prevent recurring issues.
• Engage directly with customers through written communication, phone, and video to build relationships and deeply understand their needs.

Qualifications

We don't believe in qualification checkboxes for candidates. These often cause great candidates to think they're not qualified. If you think you can help us scale our business, let's talk and see if we're a fit.

You might be a good fit if...

* You have exceptional written and verbal communication skills with a natural ability to explain technical concepts in simple terms.

• You're genuinely excited about helping people and get satisfaction from turning frustrated customers into happy ones.
• You're a fast learner who can quickly absorb product knowledge and troubleshoot issues independently.
• You're detail-oriented and organized, able to juggle multiple customer conversations while maintaining quality.
• You approach problems with curiosity and persistence, digging deep to find root causes rather than quick fixes.
• You're excited about working at a startup where you'll wear many hats and directly impact the company's growth.
• You're comfortable with ambiguity and can maintain a positive attitude even when dealing with challenging situations.
• You're eager to use AI tools and automation to work smarter and scale your impact.
• You have a passion for electric vehicles and the future of transportation.
• You have high standards and a strong work ethic - you always bring your best and expect your colleagues to do the same.

Benefits

* Competitive salary & equity

• Top-notch health, dental, & vision insurance
• 401(k) retirement plan
• All equipment provided by arenaflex
• First EV purchase subsidy

Career Growth Opportunities & Learning Benefits

As a Customer Experience Associate at arenaflex, you'll have the opportunity to:

• Develop expertise in our product, the EV ecosystem, and fleet operations
• Hone your problem-solving and communication skills
• Work closely with our engineering and product teams to communicate customer needs and manage expectations
• Participate in on-call rotation to ensure customers receive support when they need it most
• Contribute to the development of our customer support documentation and processes
• Collaborate with our Customer Success Associate to ensure seamless customer experiences

Work Environment & Company Culture

arenaflex is a dynamic and fast-paced startup with a passion for innovation. We're committed to creating a work environment that's inclusive, supportive, and empowering. Our team is made up of talented individuals from diverse backgrounds, and we're always looking for people who share our values and are excited about the electric vehicle revolution.

How to Apply

If you're a motivated and detail-oriented individual who's excited about the electric vehicle revolution, we want 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