Customer Operations Associate

About us:

Arbor is building the digital energy platform for modern consumers.  We automatically lower our users’ home energy costs on an ongoing basis, while providing personalized insights and recommendations for energy products and services to save even more.  We are backed by leading VCs, and our team has founded climate tech companies with over $2B in enterprise value. If you are looking for a rapidly scaling opportunity in consumer climate tech, let’s talk!

Your north star: Continuously blueprint and curate an exceptional customer experience for our users through exemplary support and efficient operations management. 

Role Description:

We are seeking a talented customer support and operations associate to join our operations team at a fast-growing consumer technology company. The ideal candidate will have experience working in energy, finance, insurance or another big regulated service category that has been transformed by digital experiences and business models.

Our Customer Operations Associates play a crucial role in delivering exceptional service and support to Arbor customers through various channels. They are subject matter experts, capable of solving problems and engaging with customers on a personal level. The role demands meticulous attention to detail along with excellent verbal and written communication skills. The ideal candidate for this position will join a small and dynamic team, contributing directly to Arbor's growth and success by operating both at the forefront of customer interaction and under the hood of our core product operations.

Requirements:

• At least 3 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 and operations through enhancements of training materials, macros, automations, SOPs, retention strategies, and much more.
  

If you are passionate about solving complex problems, working cross-functionally at a fast growing company, and delighting customers, we encourage you to apply for this exciting opportunity.

Location & Work Environment:

While this position is fully remote, candidates should be located within a reasonable distance of our hub location in Washington, DC. At Arbor, we deeply value the relationships and camaraderie among our team. Therefore, we periodically gather at hubs for special occasions such as team events or when welcoming new members. Training will occur at the hub location and post-training hub schedule will be decided upon in collaboration with your manager.

Why you should join our team:

By joining Arbor, you’ll be a founding member of a fast-growing company in the climate tech and energy space. As you help us grow, you’ll be directly helping our customers save money and encouraging more environmentally sustainable energy choices.

We look forward to hearing from you!

At Arbor, we're looking for people with passion, grit, and