Experienced Senior Customer Support Associate – Customer Operations Team Member at arenaflex
Join arenaflex, a pioneering online platform revolutionizing access to the law for consumers and small businesses, as a Senior Customer Support Associate. We're on a mission to make sure everyone has access to the law, and we're looking for a dynamic and empathetic individual to join our fast-growing team as one of the founding Customer Operations team members.
About arenaflex
arenaflex is an online platform that combines regulated human lawyers with the world's first AI lawyer specifically built for consumer legal work. Our platform is designed to provide affordable and accessible legal help to those who need it most. With a strong commitment to leveling the playing field and making access to the law a basic utility in society, we're passionate about creating a more just and equitable world.
Our Story
arenaflex was founded on the belief that access to the law should be a fundamental right, not a privilege reserved for the wealthy. Our AI lawyer, Lawrence, is built on top of our own fine-tuned LLM and has recently passed the UK's bar exam equivalent. Backed by top US and UK VC funds, including Google Ventures, Balderton Capital, and TQ Ventures, we've secured a $40M Series A funding round to facilitate international expansion and grow our team.
The Role
As a Senior Customer Support Associate, you'll be the first line of support, making sure every customer feels heard, helped, and happy. You'll have the opportunity to help build and evolve our workflows, tooling, and customer communication strategy. As one of the first US hires, you'll be instrumental in shaping the future of our customer operations team.
Key Responsibilities:
* Serve as the first point of contact for clients and lawyers, providing thoughtful and timely support via email, chat, and phone
- Triage and escalate complex issues, while resolving routine inquiries from start to finish
- Take ownership of day-to-day operations tasks, including handling online reviews, escalations, and internal process maintenance
- Identify trends, friction points, and areas of user confusion; share insights to improve internal workflows and product experience
- Contribute to the creation and maintenance of customer-facing resources, such as help docs, macros, and onboarding communications
Requirements:
* Previous experience in a high-volume, multi-channel support role
- The ability to perform in a fast-paced, early-stage startup environment
- Empathy-driven mindset with a genuine desire to help people
- Excellent written and verbal communication
- Complex problem-solving and critical thinking skills
- Strong organizational and problem-solving skills
- The ability to work independently and in a team setting
Bonus Points:
* A legal background or experience in the legal field
- Experience with Intercom, Notion, Slack, and GSuite
- Previous experience at an early-stage startup
Benefits:
* Healthcare benefits: 'Premium' plan with 100% employee cover and 50% dependent cover
- Vacation: 20 days + 11 Federal holidays + 1 day of Birthday leave
- 401k: Matching contribution up to 2% of salary
- Equity: Options in arenaflex LTD
Work Environment and Company Culture:
arenaflex is a hybrid company, with a dynamic and fast-paced work environment. Our team is passionate about creating a culture of ownership, iteration, and care. We believe in empowering our employees to take ownership of their work and contribute to the growth and success of the company.
Career Growth Opportunities and Learning Benefits:
As a Senior Customer Support Associate at arenaflex, you'll have the opportunity to grow and develop your skills in a fast-paced and dynamic environment. We offer regular training and development opportunities, as well as a comprehensive onboarding program to ensure your success.
How to Apply:
If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this role.
Location:
Austin, TX
Expected Salary:
Competitive salary range based on experience.
Apply Now:
Don't miss this opportunity to join a pioneering company that's changing the face of access to the law. Apply now to become a Senior Customer Support Associate at arenaflex. Apply for this job