About arenaflex
At arenaflex, we are redefining the way wealth advisors deliver comprehensive estate planning and financial stewardship. Our platform blends cutting‑edge artificial intelligence with more than 180 years of trust‑and‑estate expertise to give advisors an end‑to‑end solution for client engagement, estate modeling, analysis, and document creation. Advisors from top‑tier firms such as arenaflex, arenaflex, and arenaflex rely on arenaflex to model over 16,000 client estates, drive revenue growth, and deepen relationships that span generations. As a fast‑growing leader in the financial‑services technology sector, arenaflex prides itself on a culture of innovation, collaboration, and relentless focus on client success.
Role Overview
Reporting directly to the Senior Vice President of Customer Experience, the Customer Support Analyst is a pivotal member of our Customer Care team. This role is responsible for delivering unforgettable support experiences to a diverse portfolio of clients—from boutique wealth advisory practices to large, multi‑national financial institutions. Success is measured by the level of client satisfaction, the speed and effectiveness of issue resolution, and the insight you provide to shape our product roadmap and support processes.
Why This Role Is Unique
Beyond traditional ticket handling, you will partner with cross‑functional teams—including Customer Success, Sales, Product, Engineering, and Operations—to become the voice of the customer inside arenaflex. You’ll help shape the future of our platform by feeding real‑world usage data back into product development, while simultaneously championing best‑in‑class support methodologies that keep our clients thriving.
Key Responsibilities
- Deliver premium service to customers ranging from single‑advisor firms to global financial enterprises.
- Resolve inquiries across email, live chat, and phone channels, ensuring timely and accurate answers to product‑related questions.
- Provide hands‑on guidance that enables clients to unlock the full potential of arenaflex’s wealth‑planning tools.
- Assess issue criticality, triage, and escalate high‑impact problems to senior leadership for swift resolution.
- Educate clients on both functional features and conceptual best practices to foster long‑term platform adoption.
- Collaborate across departments to guarantee that every client request is answered, whether it involves product tweaks, policy clarifications, or operational support.
- Offer process improvement feedback on support workflows, ticketing tools, and knowledge‑base resources.
- Report on support metrics such as response time, resolution rate, and the newly‑launched Client Health Score.
- Partner with the SVP of Customer Experience to define, track, and refine key performance indicators that drive client loyalty.
- Become an arenaflex subject‑matter expert, staying current on product releases, industry regulations, and emerging technology trends.
Essential Qualifications
- Minimum 3 years of professional experience in customer support or client‑facing roles, preferably within a SaaS environment.
- Demonstrated record of driving high customer satisfaction scores and solving complex problems.
- Exceptional interpersonal skills that enable you to build lasting relationships with colleagues, prospects, and customers.
- Ability to thrive in a **fast‑paced, high‑growth** setting, exhibiting strong drive, accountability, and meticulous attention to detail.
- Self‑starter mentality with a passion for working in a startup‑like culture.
- Excellent written and verbal communication abilities, tailored to both technical and non‑technical audiences.
- Metrics‑oriented mindset; comfortable working with dashboards, KPIs, and data‑driven decision making.
- Proficiency managing multiple support channels (email, chat, phone) simultaneously.
- Bachelor’s degree in Business Administration, Finance, or a related field (or equivalent practical experience).
- Solid understanding of customer service principles, best practices, and industry standards.
- Familiarity with arenaflex Suite and CRM platforms (experience with arenaflex CRM is a plus).
- Legal authorization to work in the United States without need for future sponsorship.
Preferred Qualifications
- Background in financial services, wealth management, or a related advisory role.
- Experience within the Trust & Estate (T&E) sector, such as working as a paralegal or in a similar capacity.
- Professional certification in customer service or support (e.g., Certified Support Specialist).
- Hands‑on experience with advanced analytics tools that help measure client health and product adoption.
Core Skills & Competencies
- Problem‑solving: Quickly diagnose issues, identify root causes, and devise effective resolutions.
- Empathy: Understand client pain points and respond with genuine care and patience.
- Technical aptitude: Comfort navigating complex software, extracting data, and explaining technical concepts in plain language.
- Collaboration: Work seamlessly with product, engineering, and sales teams to close feedback loops.
- Time management: Prioritize tickets, manage workloads, and meet service‑level agreements consistently.
- Continuous learning: Stay abreast of industry regulations, financial‑services trends, and evolving arenaflex features.
Career Growth & Development
arenaflex invests heavily in the professional trajectory of its employees. As a Customer Support Analyst, you will have clear pathways to advance into senior support leadership, product management, or customer success strategy roles. Opportunities include:
- Mentorship programs pairing you with senior leaders across the organization.
- Access to a generous learning & development budget for certifications, conferences, and online courses.
- Quarterly training sessions focused on advanced communication techniques, data analytics, and industry compliance.
- Potential to lead a specialized support squad that focuses on high‑value enterprise accounts.
- Eligibility for internal mobility, allowing you to explore roles in product, engineering, or business development after demonstrating impact.
Work Environment & Culture
We are a fully remote organization, welcoming talent from across the United States. Our culture is built around four pillars:
- Trust: We empower each other to make decisions and take ownership of outcomes.
- Innovation: Every voice is heard; ideas that improve the client experience are celebrated.
- Collaboration: Cross‑functional teamwork is the norm, not the exception.
- Well‑being: Flexible schedules, generous paid‑time‑off, and resources to support mental and physical health.
Our remote‑first model includes a monthly “virtual coffee” series, quarterly in‑person meet‑ups (travel‑reimbursed), and a dedicated Slack community where teammates share wins, challenges, and personal milestones.
Compensation, Perks & Benefits
- Base salary range: $65,000 – $85,000 USD, commensurate with experience, education, and skill set.
- Performance‑based bonus tied to individual and company milestones.
- Equity participation allowing you to share in arenaflex’s long‑term success.
- Flexible paid‑time‑off policy plus 10 company‑wide holidays.
- Parental leave – four weeks for all full‑time employees; up to twelve weeks for birthing parents.
- Comprehensive health coverage (medical, dental, vision) for you and your eligible dependents.
- 401(k) plan with company match, eligible after one month of employment.
- Home‑office stipend to equip your remote workspace with ergonomics, high‑speed internet, and essential tech.
- Learning & development budget for courses, certifications, and industry conferences.
Application Process & Timeline
All candidates must be based in one of the following states: CA, CO, CT, DE, FL, GA, ID, IL, IN, KY, MA, MD, ME, MN, NC, NH, NJ, NY, OH, OK, PA, RI, SC, SD, TX, UT, VA, WA, and Washington D.C. The application deadline is Wednesday, March 12th. We encourage interested professionals to submit their resume, a brief cover letter highlighting relevant experience, and any supporting documentation (e.g., certifications) as soon as possible.
Commitment to Equality & Inclusion
arenaflex is an equal‑opportunity employer. We celebrate diversity and are dedicated to fostering an inclusive environment where every employee is respected, valued, and empowered to bring their authentic selves to work. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
Ready to Join the arenaflex Team?
If you are passionate about delivering world‑class support, love solving complex problems, and are eager to contribute to a transformative platform that shapes the future of wealth planning, we want to hear from you. Apply today and embark on a rewarding journey where your expertise drives real impact for advisers and their clients alike.