**Experienced Customer Support Associate – Grant Discovery and Management Tool**

At arenaflex, we're on a mission to revolutionize the nonprofit sector by providing a cutting-edge grant discovery and management tool. As a hypergrowth startup, we're well on our way to becoming the #1 most-loved platform for nonprofits and grant writers. To help us achieve this goal, we're seeking an experienced Customer Support Associate to join our team. If you're passionate about delivering exceptional customer experiences and excited about process improvement, then this role is perfect for you! **About arenaflex** arenaflex is a hypergrowth YC-backed startup with a strong presence in the nonprofit sector. We've built a robust SaaS platform that helps nonprofits discover, track, and manage grants efficiently. Our platform has gained significant traction, with over 3,700 nonprofit clients, including well-known organizations like the San Diego Zoo and the University of Alaska. We're proud to be a cash flow-positive company, 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 innovate and push the boundaries of fundraising automation. **About 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 be responsible for: * Responding professionally, empathetically, and promptly to customer inquiries to resolve issues * Maintaining and contributing to the arenaflex knowledge base by authoring, editing, and updating self-serve resources such as help articles, best practices videos, FAQs, etc. * Identifying and implementing ways to work more efficiently and effectively internally and optimize the customer experience * Serving as the voice of our customers, sharing customer feedback, and advocating for their needs, especially with revenue and product teams **Our Ideal Candidate** We're looking for a proactive, eager-to-learn, and tech-savvy individual who is passionate about delivering exceptional customer experiences. Our ideal candidate has: * 1+ years of customer-facing work experience, preferably in a SaaS environment, with a consistent CSAT score above 95% * Support desk experience using tools like 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 and empathy skills, with the ability to communicate complex topics easily over video and in writing * Organizational and multitasking skills, with a high level of attention to detail * Adaptability and a growth mindset, with the ability to handle ambiguity and change * Tech savviness, with experience using tools like G Suite, Zoom, Slack, Intercom, and Canva * A mission-driven approach, with a passion for supporting the work done by the nonprofit community **What We Offer** As a Customer Support Associate at arenaflex, you'll enjoy: * 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 * The opportunity to work with an amazing team of like-minded individuals who are passionate about making a difference in the nonprofit sector **What to Expect** arenaflex is evolving rapidly, and you'll have new challenges and opportunities to grow in your role. 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. We're a customer-focused company that values experimentation, authenticity, and collaboration. We're proud to be a diverse and inclusive team, and we encourage open, clear communication with each other about the things that matter most to us. **Ready to Apply?** If you're excited about this opportunity to join our team and make a difference in the nonprofit sector, 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