Experienced Customer Experience Associate – Full-Time and Part-Time Opportunities for Delivering Exceptional Support in a Fast-Paced Fintech Environment

Welcome to arenaflex

At arenaflex, we're passionate about building transparent and intuitive consumer lending products that empower service-based businesses to thrive. Since our inception in 2018, we've been driven by a mission to make a positive impact on the lives of our customers and partners. Our leadership team, comprising seasoned professionals from top fintech companies like Lending Club, Affirm, and Varo Money, has been instrumental in shaping our vision and strategy. With the backing of leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures, we've secured $84M in funding to fuel our growth and innovation.

Our Achievements and Recognition

We're proud of our accomplishments, which include being recognized as the 2023 Best Consumer Lending Program by Tearsheet, 2023 Best Point of Sale Product by Fintech Breakthrough, 2022 Best Consumer Lending Solution by Finovate, and 2022 Best Emerging Lending Platform by Lendit (now Fintech Nexus). However, what brings us the most joy is the appreciation and loyalty of our customers, reflected in our impressive NPS rating of 79. This is a testament to our commitment to delivering exceptional customer experiences and building strong relationships with our partners.

Our Company Culture and Values

At arenaflex, we're dedicated to fostering a healthy and inclusive company culture that's guided by our core values. These values are the foundation of our success and include:

• Putting customers first and prioritizing their needs above all else
• Acting fast and leveraging our startup environment to drive innovation and growth
• Leading the way and showing others how to make a positive impact
• Taking ownership and being hands-on in everything we do
• Being a good human and building financial products that do right by people

These values are not just words on a page; they're the principles that guide our actions and decisions every day. We expect all our team members to embody these values and contribute to our mission of delivering exceptional customer experiences.

The Opportunity

We're seeking experienced Customer Experience Associates to join our team in full-time and part-time capacities. As a Customer Experience Associate at arenaflex, you'll play a critical role in delivering high-quality support to our customers and helping them achieve their goals. You'll work closely with our product, growth, and engineering teams to identify areas for improvement and implement solutions that enhance the customer experience.

Key Responsibilities

• Successfully resolve complex customer issues through multiple support channels, including email, SMS, chat, and phone
• Own and stay up-to-date with ongoing issues, ensuring timely resolution and follow-up
• Collaborate cross-functionally to identify product insights, bug reporting, and ticket trends, and share feedback with product and engineering teams to improve the customer experience
• Work on various projects and initiatives to improve both the agent and customer experience
• Handle customer escalations as needed, providing empathetic and professional support

Requirements

• 2+ years of experience working in a customer-facing role, preferably in a fintech or related industry
• Strong troubleshooting skills and ability to think critically and creatively
• Passion for helping solve user issues, with unwavering patience and empathy
• Team player who contributes ideas to improve processes and is willing to collaborate with others
• Self-motivated and self-starting, with the ability to work independently and proactively
• Excellent verbal and written communication skills, with the ability to explain complex concepts clearly and concisely
• Strong attention to detail, highly organized, and able to prioritize tasks effectively
• Analytical approach to navigating, investigating, and understanding how products work
• Aptitude for learning new products, processes, and systems quickly
• Stable and reliable internet connection

Preferred Qualifications

• Fintech experience, preferably in a consumer lending or related field
• Proficient in Zendesk and other CRM tools, such as Insightly

What We Offer

In addition to a competitive hourly rate of $25 per hour, we offer a range of benefits and perks, including:

• Equity in a fast-growing and innovative fintech company
• Comprehensive benefits package, including health, dental, and vision insurance
• Opportunities for professional growth and development, including training and mentorship programs
• Collaborative and dynamic work environment, with a team of experienced and passionate professionals
• Flexible work arrangements, including remote work options and flexible hours

Full-Time Position – Additional Information

For our full-time position, we offer two shifts:

• AM Shift: 6am to 3pm PST
• PM Shift: 8am to 5pm PST

Part-Time Position – Additional Information

For our part-time position, we offer 5-hour shifts up to 30 hours per week, with the following schedules:

• 6am-11am PST
• 7am-12pm PST

Please note that our part-time position accrues sick time per California law but does not accrue PTO. Additionally, there are no health benefits available for this role.

Interview Process

Our interview process typically includes the following steps:

• Application review
• Recruiter screen
• Take-home assessment
• Hiring manager call
• Interview I
• Final interview
• References
• Offer

Conclusion

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role in a fast-paced fintech environment, we encourage you to apply for our Customer Experience Associate position. At arenaflex, we're committed to building a diverse and inclusive team that reflects our values and mission. We look forward to hearing from you and exploring how you can contribute to our success.