Experienced Customer Support Specialist (Part-Time) – Delivering Exceptional Experiences for arenaflex Customers

At arenaflex, we're revolutionizing the way people raise and deploy capital seamlessly. Our mission is to empower individuals to vote with their money and participate in shaping the future. We're making it easier for anyone, anywhere, to launch and run an angel syndicate or venture firm through our cutting-edge platform. With over 7,000 VCs, angels, and founders already trusting us, we're just getting started on our ambitious journey. We're seeking an exceptional Customer Support Specialist to join our team on a part-time basis. As a key member of our Commercial team, you'll be the frontline point of contact for customer support, handling emails, chats, and calls from our customers. Your primary focus will be on delivering high customer satisfaction scores by being truly customer-centric and a skilled problem-solver.

About the Role

As a Customer Support Specialist at arenaflex, you'll have the opportunity to make a significant impact on our customers' experiences. Your responsibilities will include:

• Being the frontline point of contact for customer support, handling emails, chats, and calls from our customers
• Proactively and thoughtfully addressing customer issues through active listening and a comprehensive understanding of our products and services
• Delivering high customer satisfaction scores by being truly customer-centric and a skilled problem-solver
• Collaborating with the team to troubleshoot problems by leaving internal notes for the Customer Support Manager, sharing feedback with our product team, and correctly tagging tickets for future data analysis
• Championing the customer perspective, understanding their pain points, and leveraging this insight to initiate positive changes to the arenaflex customer experience

Working Hours

This is a part-time remote position with a fixed schedule:

• Monday to Thursday: 6:00pm - 9:00pm
• Saturday and Sunday: 10:00am - 4:00pm

A total of 24 hours per week. We'll prioritize candidates who can commit to the full set of hours. However, we're open to a job share arrangement. If you can at least commit to all evening or all weekend hours listed, we welcome you to apply.

Must-Have Qualities

To succeed in this role, you'll need to possess the following qualities:

• Detail-Oriented: Your ability to pay meticulous attention to small details is what sets you apart. You genuinely care about the details and can suggest improvements to templates and documents with an eye for precision.
• Brilliant Communicator: Whether in written or verbal form, you understand the importance of effective and clear communication in all aspects of the role. You understand the sensitivity that customers face, and have the ability to communicate empathetically and work on improvements to enhance customer communication.
• Customer-Centric Focus: Your genuine care for the customer is evident in your approach, making it a point to understand their needs, concerns, and expectations. Your dedication to customer satisfaction goes beyond tasks; it's a commitment to ensuring a positive and fulfilling experience for every customer interaction.
• Adaptable and a Fast Learner: Your capacity to adapt to new processes, regulations, and tools with the right coaching is essential.

Your Experience & Background

We recognize that the ideal background could come from various profiles. You could be a university student, a recent graduate, a parent, someone who worked in a role with transferable skills, or an experienced customer support specialist. What matters most to us is that you're able to meet each of the qualities we're looking for, you're ready to make an impact quickly, and you align with our values.

Nice to Have

* Experience working within a fintech or B2B environment

• A keen interest in technology, venture capital, and angel investing
• Familiarity with Zendesk and Airtable would be a definite plus

The Hiring Process

Our hiring process typically takes two weeks, sometimes shorter, or perhaps a bit longer. We'll accommodate your availability and are happy to make any hiring adjustments along the way. The process includes:

• Interview with Imani, our People & Talent Lead
• Take-Home Challenge
• Interview with Haroun, our Head of Commercial
• Final Interview with Mary & Paddy, Co-CEOs & Founders

Salary

The salary for this part-time role (24 hours per week) is £18,000 - £23,400 annually, depending on experience. This is based on an FTE salary of £30,000 - £39,000.

Your Location

This role is fully remote, and you must be based in the UK.

Working at arenaflex

We encourage a balanced way of working. We're a fast-growing startup building something very ambitious, and we expect you to work hard and relish this challenge. However, we also offer flexibility, and we support your life outside of work so you can bring your best to the table.

Our Benefits

* An equity option package so you can benefit from our success (you need skin in the game!)

• We're remote-first, so you can work from home full-time, but as a team, we value spending time together. We do have days where we use the same WeWork, and we make an effort to organize monthly in-person socials (attendance isn't mandatory)
• Choose your own laptop and receive an additional £1000 to spend on your home-tech setup, ensuring you have the right tools for the job
• Enjoy a £1000 yearly allowance for learning and wellness initiatives of your choosing (including gym membership). We prioritize self-care to ensure you bring your best self to work
• Receive your own expense card, eliminating out-of-pocket spending for work items and tools that matter
• Private health insurance to ensure your health isn't compromised, allowing you to do your best work

Accessibility Adjustments

We're committed to removing invisible barriers. If there are any adjustments we can make to better support you, please let us know when you apply. At arenaflex, we truly value the power of diversity and inclusion. We warmly invite applications from individuals of every gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, and anything else that makes you who you are. Your walk of life, background, and experience bring a unique perspective that matters to us, as it helps us create products that resonate with and serve everyone. Apply Job! Apply for this job