Arbor is hiring a
Customer Support Associate, Remote - United States

Summary

The job is for a Customer Support Associate at Arbor, a fast-growing consumer technology company in the digital energy sector. The role requires at least 2 years of experience in a customer experience or support role, preferably at a fast-growing consumer tech company. The ideal candidate should be skilled in multitasking, quick thinking, and objection handling with empathy and a positive attitude. They should also have knowledge of the energy space and be passionate about working at a mission-driven organization.

Requirements

• At least 2 years in a customer experience or support role, at a fast-growing consumer technology company
• Capable of working collaboratively in a team setting yet also self-motivated to operate autonomously in a remote-first culture
• Skilled in multitasking, quick thinking, and objection handling with empathy and a positive attitude
• Exhibits excellent judgment when handling sensitive, confidential data and information
• Experience with Zendesk or another customer support ticketing system
• Knowledge of the energy space and a demonstrated passion for working at a mission-driven organization

Responsibilities

• Engage with our customers primarily through email, while also providing support over the phone as needed
• Go the extra mile in customer support by aiding customers with enrollment, addressing billing inquiries, guiding them through the Arbor platform, and much more
• Develop and keep up-to-date expertise on our continuously evolving products and the broader energy sector to educate customers and deliver an exceptional customer experience
• Aid in maintaining our knowledge center and FAQ page in response to the development of the product suite
• Solve complex problems in service of the customer with sharp critical thinking and a solutions-oriented approach
• Assist with critical operational tasks, such as bill parsing, data entry, and contract submissions
• Work closely with the Customer Operations Manager to identify, troubleshoot, and resolve escalated support and operational issues
• Utilize feedback from customer interactions to offer valuable insights to cross functional teams in order to refine the product, lifecycle communications, and operational protocols
• Uplevel customer support through enhancements of training materials, macros, automations, SOPs, retention tactics, and much more