Customer Success Support Specialist - Remote Opportunity at Arsenault (Workwarp) - Driving B2B Financial Services Innovation

Transforming B2B Financial Services with Arsenault

Launched in 2017, Arsenault is a pioneering B2B financial services technology company that empowers merchants with an instant 'buy now, pay later' functionality seamlessly integrated at checkout. Our proprietary process is the cornerstone of our success, facilitating lightning-fast financing approvals that are unparalleled in the B2B space. This innovative approach not only drives sales, revenue, and conversions for merchants but also provides them with immediate payment, unmatched ROI through greater Average Order Value (AOV), and fosters stronger customer loyalty.

Join Our Dynamic Client Success Team as a Support Specialist

We're on the lookout for an enthusiastic and quick-thinking Support Specialist to join our fast-paced Client Success Team. As a pivotal member of this team, you will be the linchpin in delivering exceptional solutions and outcomes for our Arsenault Anywhere clients, cultivating long-lasting customer loyalty and satisfaction.

Key Responsibilities

• Client Support and Order Processing: Evaluate and process Arsenault Anywhere orders, handling customer inquiries regarding their invoice requests with precision and care.
• Risk Department Collaboration: Work closely with the Risk department to ensure timely invoice approvals, adherence to compliance guidelines, and collection of necessary documentation.
• Merchant Engagement: Proactively call Arsenault Anywhere merchants to pitch the services Arsenault offers to borrowers, enhancing their experience and our relationship with them.
• Customer Inquiry Resolution: Resolve escalated customer inquiries daily, addressing loan and payment-related matters, technical issues, and general questions via phone, email, and chat.
• Process Improvement: Identify trends and areas for improvement in communication, process updates, and product features, contributing to the continuous enhancement of our services.
• Cross-Functional Collaboration: Work with various Arsenault teams to analyze, assess, and resolve complex customer issues, ensuring a cohesive and effective approach.
• Staying Updated: Remain informed about new product features and improvements, analyzing and reporting product issues to our Engineering and Development teams.
• Performance Metrics: Meet customer satisfaction, efficiency metrics, and issue resolution targets, ensuring high-quality service delivery.
• Customer Feedback: Gather customer feedback and share insights with our Product, Sales, and Marketing teams, influencing product development and marketing strategies.

Essential Qualifications and Skills

To excel in this role, you should possess:

• Customer Service Experience: At least 1 year of experience in a high-volume customer service role, with a proven track record of delivering exceptional customer experiences.
• Problem-Solving and Personality: Be a forward-thinking problem solver who can wow our clients with your personality and enthusiasm while critically thinking of outstanding solutions.
• Organizational Skills: Be detail-oriented and organized with a high ability to multitask, managing multiple customer inquiries and issues simultaneously.
• Independence and Adaptability: Be capable of working independently and pivoting in a fast-paced, ever-changing environment.
• Technical Savvy: Be tech-savvy with the ability to troubleshoot, navigating various software and systems.
• Preferred Experience: Prior experience in a tech or startup environment is a plus, as is experience with Zendesk.

Career Growth and Learning Opportunities

At Arsenault, we're committed to the growth and development of our team members. As a Support Specialist, you'll have the opportunity to:

• Develop your customer service and problem-solving skills in a dynamic environment.
• Gain insights into the B2B financial services technology sector, understanding the intricacies of our innovative 'buy now, pay later' solutions.
• Collaborate with cross-functional teams, enhancing your understanding of various aspects of the business.
• Contribute to process improvements and product development, influencing the future direction of our services.

Our Work Environment and Culture

We're proud of our work environment and culture, which is:

• 100% Remote: Enjoy a flexible work schedule and location, working from anywhere.
• Collaborative: Be part of a supportive and highly collaborative team environment.
• Output-Oriented: We're committed to an output-oriented culture, focusing on results rather than hours worked.

Compensation and Benefits

We offer a competitive compensation package and a range of benefits, including:

• Unlimited Vacation: We trust our adults to manage their time effectively.
• Great Healthcare Benefits: Ensuring you and your family's well-being.
• 401k Match: Planning for your future.
• Work From Home Stipend: Supporting your remote work setup.

Join Our Team

If you're a motivated and customer-focused individual looking for a challenging and rewarding role in a fast-paced and innovative environment, we want to hear from you. Apply now to join our dynamic Client Success Team as a Support Specialist and be part of transforming B2B financial services.

Don't miss out on this exciting opportunity to grow your career with Arsenault. We look forward to your application!