**Experienced Customer Support Associate – Nonprofit Grant Management and Fundraising Automation**

At arenaflex, we're revolutionizing the nonprofit sector by providing a cutting-edge grant discovery and management tool. As a mission-driven startup, we're committed to empowering nonprofits to drive impact and achieve their goals. We're seeking an exceptional Customer Support Associate to join our team and help us deliver an unparalleled customer experience. **About arenaflex** arenaflex is a hypergrowth YC-backed startup with a passion for making a difference in the nonprofit world. Our innovative SaaS platform helps nonprofits discover, track, and manage grants efficiently, streamlining the fundraising process and enabling them to focus on their core mission. With over 3,700 nonprofit clients, including renowned organizations like the San Diego Zoo and the University of Alaska, we're rapidly becoming the go-to solution for nonprofits seeking to maximize their fundraising potential. **Our Journey So Far** We're proud of our remarkable growth, with charts pointing dramatically up-and-to-the-right. We're cash flow positive and doubling year-over-year, with customers who love us (NPS is 65+ and Ellis PMF survey is 60+). Join us on this exciting journey as we continue to push the boundaries of fundraising automation and make a lasting impact on the nonprofit sector. **The Role** As a Customer Support Associate, you'll play a vital role in expanding our company's reach by scaling our support efforts. You'll be an advocate for our customers at every stage of their journey, providing quick and helpful support via live chat, phone, and video. You'll also maintain and contribute to our knowledge base by authoring, editing, and updating self-serve resources, such as help articles, best practices videos, FAQs, and more. **Key Responsibilities** - Provide exceptional customer support to arenaflex customers, partners, and prospects via live chat, phone, and video - Respond professionally, empathetically, and promptly to customer inquiries to resolve issues efficiently - Maintain and contribute to the arenaflex knowledge base by regularly authoring, editing, and updating self-serve resources - 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 their needs, especially with revenue and product teams **What We're Looking For** - 1+ years of customer-facing work experience, ideally in a Support or Onboarding role in a SaaS environment, with a consistent CSAT score above 95% - Support desk experience using a tool such as Intercom to answer customer inquiries, conduct ticket reporting, and pull metrics to analyze support performance - Light quality assurance experience, understanding how to test and report bugs with clarity and efficiency - Passion for delivering awesome customer experiences - Excellent communication skills, able to communicate complex topics easily over video and in writing - Empathy and a warm, approachable demeanor in interactions with others - Organized and able to multitask with a high level of attention to detail - Adaptability and comfort in fast-paced environments, handling ambiguity and change - Ownership and a proactive approach to process improvement, with the confidence to execute on new ideas - Tech savviness, familiar with tools like G Suite, Zoom, Slack, Intercom, and Canva - Growth mindset, exhibiting a willingness to learn and take feedback in stride - Mission-driven, excited about arenaflex's mission and eager to support the work done by the nonprofit community **Compensation & 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 constantly evolving and innovating. You'll have new challenges and opportunities to grow in your role, and you won't be bored! 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. **Our Culture** - We're customer-focused, seeking feedback from our customers to improve the arenaflex experience for everyone. - We love to experiment, constantly generating new concepts and iterating to see what works. - We appreciate authenticity, encouraging open, clear communication with each other about the things that matter most to us. - We're approachable and collaborative, with everyone having a voice and building arenaflex together. - We kick it every day with some of the nicest people in the world, helping nonprofits make a difference in their communities. **Ready to Apply?** 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