**Experienced Customer Success Specialist/Ops for Life Insurance – Remote Opportunity**

Join arenaflex, a cutting-edge joint venture with NFP Corp, as we revolutionize the life insurance industry with a modern operating system. We're looking for a highly skilled Customer Success Specialist/Ops to be the first point of contact for our clients, providing technical assistance and guidance while resolving customer issues and ensuring satisfaction. **About arenaflex** arenaflex is a pioneering joint venture that's transforming the life insurance landscape by replacing the complex web of technical solutions with a cohesive, process-oriented platform. Our mission is to empower financial representatives to focus on what they do best while automating manual workflows. With a significant capital commitment from a strategic capital partner, we're poised to modernize an antiquated industry that's slow to evolve. If you're passionate about turning complex workflows into elegant technical solutions, we invite you to join our team. **Job Summary** As a Customer Success Specialist/Ops, you'll be the primary point of contact for our clients, providing timely and professional support for technical issues related to our product. You'll use your exceptional communication and problem-solving skills to resolve customer inquiries, troubleshoot software problems, and ensure customer satisfaction. Your responsibilities will also include documenting and tracking customer cases, escalating complex issues, providing feedback and suggestions, and staying updated on product features and best practices. **Essential Duties and Responsibilities** * Respond to customer inquiries in a timely and professional manner * Identify, diagnose, and resolve technical issues related to our product using various tools and methods * Document and track customer cases using our ticketing system, Zendesk, and follow up on the resolution status * Escalate complex issues to the appropriate team or department and collaborate with them to provide solutions * Provide feedback and suggestions to improve our products and services based on customer needs and expectations * Document user issues, resolutions, troubleshooting steps, and expected behavior in a comprehensive and organized manner, ensuring accurate and up-to-date records for future reference * Participate in refinement of bugs and user stories to ensure the customer's needs are represented * Manage the onboarding of new users * Play a critical role during the release process, testing all new features and fixes, performing smoke tests, and communicating release notes across the company * Stay updated on product features, updates, and best practices and share them with customers and colleagues * Conduct user training sessions and workshops to educate users on best practices, new features, and system updates, ensuring users are proficient in utilizing the organization's technology tools * Create and maintain customer training materials, including videos and one-pagers * Partner closely with CSM to prioritize projects/issues/customer roadmap * Build and master Customer Success playbooks relating to ticket management, client communication, escalations, and problem-solving * Own and manage individual KPIs to ensure SLAs are met * Responsible for training new arenaflex employees on the product **Knowledge, Skills, and Abilities** * Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and simple manner * Experience handling customer inquiries and collaborating with technical stakeholders * Strong problem-solving and analytical skills, with the ability to troubleshoot, resolve, and document technical issues efficiently and effectively * Highly detail-oriented and organized with the ability to effectively prioritize and multi-task * Agility – ability to adapt to shifts in priorities **Education and/or Experience** * Familiarity with CRM systems, ticketing tools, and remote support software, such as Zendesk * Previous experience in insurance software is a huge plus * 2+ years of experience in business operations, administration, or a similar role * Technology support and troubleshooting is preferred * College degree or advanced learning preferred. HS Diploma or equivalent is required **What We Offer** * An opportunity to change the life insurance landscape * An unparalleled opportunity to build something new, with lasting value, and create a working environment that helps individuals thrive professionally and personally * A culture that promotes great relationships both inside and outside the office * Highly competitive salary and benefits arenaflex offers a comprehensive benefits package, including a competitive salary, PTO, paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. **Compensation and Benefits** The base salary range for this position is $55,000 - $70,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. The actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. **Why Join arenaflex?** arenaflex is an inclusive Equal Employment Opportunity employer. We're committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. If you're passionate about making a difference in the life insurance industry and want to be part of a dynamic team, we invite you to apply for this exciting opportunity. **How to Apply** If you're ready to join a pioneering team that's revolutionizing the life insurance industry, please submit your application through our website. We can't wait to hear from you! Apply Now! 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