Experienced Customer Support Associate – Nonprofit Grant Discovery and Management

At arenaflex, we're on a mission to revolutionize the way nonprofits discover, track, and manage grants. As a hypergrowth startup, we're building the future of fundraising automation, and we're looking for a talented Customer Support Associate to join our team. If you're passionate about delivering exceptional customer experiences, eager to learn, and excited about process improvement, then this role is made for you!

About arenaflex

arenaflex is a YC-backed startup with a passion for empowering nonprofits to drive impact. We're proud to have over 3,700 nonprofit clients, from local homeless shelters to larger organizations like the San Diego Zoo and the University of Alaska. Our platform is designed to help nonprofits discover, track, and manage grants efficiently, and we're committed to making a meaningful difference in the lives of our customers.

Our Culture

At arenaflex, we're a team of innovators, thinkers, and doers who are passionate about making a difference. We're a fully distributed team, which means you'll have the flexibility to work from anywhere in the continental US. We're open to candidates who are flexible to Eastern or Central Time standard working hours. Our team is collaborative, approachable, and committed to delivering exceptional customer experiences.

About the Role

As a Customer Support Associate, you'll play a critical role in expanding our company's reach by scaling our support efforts. You'll be an advocate for our customers at every stage of the journey, answering their questions, gathering and sharing product feedback, and growing and improving our self-serve resources. You'll work closely with our Customer Success team, including Priya, our Head of Customer Success, Amélie, Senior Customer Success Manager, Bryanah, Customer Success Manager, Kyle, Customer Enablement Manager, and Riley, Customer Enablement Manager.

Key Responsibilities

* Provide quick and helpful support to arenaflex customers, partners, and prospects via live chat, phone, and video

• Respond professionally, empathetically, and promptly to customers to resolve customer issues
• Maintain and contribute to the arenaflex knowledge base by regularly authoring, editing, and updating self-serve resources such as help articles, best practices videos, FAQs, etc.
• Identify and implement ways to work more efficiently and effectively internally and optimize the customer experience
• Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams

Essential Qualifications

* 1+ years of customer-facing work experience, ideally in a SaaS environment, with a consistent CSAT score above 95%

• Support desk experience, including using a tool such as Intercom to answer customer inquiries, conduct ticket reporting, and pull metrics to analyze support performance
• Light quality assurance experience, including understanding how to test and report bugs with clarity and efficiency
• Passion for delivering exceptional customer experiences
• Excellent communication and empathy skills, with the ability to communicate complex topics easily over video and in writing
• Organized and multitasking skills, with a high level of attention to detail
• Adaptability and ability to thrive in a fast-paced environment
• Ownership and proactive approach to process improvement
• Tech savviness, including familiarity with tools like G Suite, Zoom, Slack, Intercom, and Canva

Preferred Qualifications

* Experience working with nonprofit or SMB customers

• Experience working remotely
• Background in nonprofit development or fundraising
• Experience in an early-stage startup environment

Compensation and Benefits

* Competitive salary + equity ($55,000 - $65,000/year, depending on experience)

• 100% covered health, dental, and vision insurance for employees, 50% for dependents
• Generous PTO policy, including parental leave
• 401(k)
• Company laptop + stipend to set up your home workstation
• Company retreats for in-person time with your colleagues
• Work with awesome nonprofits around the US, partnering with incredible organizations doing meaningful work

What to Expect

At arenaflex, we're evolving rapidly, and you'll always have new challenges and opportunities to grow in your role. You'll be an early member of our small but mighty team, playing a huge part in shaping our culture for the years and teammates to come. We're committed to delivering exceptional customer experiences, and we're looking for someone who shares our passion and values.

How to Apply

If you're excited about this opportunity, please submit either a written response or a link to a short Loom video, addressing the prompts below: 1. What are your top 3 customer service philosophies? How do they show up in your interactions with customers? 2. How have you made changes to improve a process and make it more effective or efficient? Don't forget to include the word "moxie" in your application to show you read this from start to finish! Along with your written response or Loom video, please attach your CV or resume. At arenaflex, we pride ourselves on building a diverse team from the ground up. Every role is an opportunity to teach, learn, and create some of your best work - if you're excited to grow along with us, we encourage you to apply. Apply Job! Apply for this job