Customer Service & Operations Associate – Retirement Fintech Client Support & 401k Account Consolidation Specialist

About arenaflex: Revolutionizing the Retirement Savings Experience

At arenaflex, we are on an ambitious mission to transform how Americans save for retirement. We believe that preparing for your future should be straightforward, transparent, and stress-free — not a maze of paperwork, phone calls, and confusing financial jargon. Our flagship product helps individuals digitally locate their old 401k accounts scattered across former employers and consolidate them into a new, streamlined account at the financial institution of their choice. This eliminates friction, reduces hidden fees, and empowers everyday people to take true control of their long-term financial well-being.

Our vision extends far beyond just account consolidation. Over time, we intend to dismantle every obstacle, inefficiency, and unnecessary cost embedded in the retirement savings ecosystem. We want every American to retire with enough money to live a life of dignity, security, and opportunity. The retirement system in the United States is fundamentally broken, and arenaflex is building the modern infrastructure to fix it. Backed by leading venture capital investors, arenaflex is a fast-growing, 35-person company headquartered in the vibrant heart of New York City, with a remote-friendly culture that welcomes top talent from anywhere in the United States.

Joining arenaflex means becoming part of a mission-driven organization that is changing lives at scale. Every conversation our team has with a customer directly impacts their financial future, and that is a responsibility we take seriously. If you are passionate about helping people, fascinated by personal finance, and energized by the startup environment, this is the opportunity you have been waiting for.

The Opportunity: Customer Service & Operations Associate

Saving for retirement is difficult, filled with friction, confusion, and decades of accumulated industry complexity. As a Customer Service & Operations Associate at arenaflex, you will be on the front lines of solving these problems for real people every single day. You will play a pivotal role in guiding customers through our industry-leading rollover experience, helping them consolidate their retirement accounts with confidence and clarity. This position is far more than answering questions — it is about being a trusted advisor, an empathetic problem-solver, and a customer advocate rolled into one.

You will be critical to ensuring that every customer interaction ends with greater confidence in their long-term financial future. Beyond direct customer support, you will serve as the voice of the customer within arenaflex, channeling insights, pain points, and feedback to our product and engineering teams to inform the evolution of our platform. Because we are a small, agile team that moves fast, you will work directly with members across every function of the company — from product and engineering to operations and leadership. Your fingerprints will be on the work that shapes our roadmap.

Key Responsibilities: What You Will Do Every Day

As a Customer Service & Operations Associate at arenaflex, your day-to-day work will blend customer empathy, operational excellence, and continuous learning. Below is a detailed breakdown of the core responsibilities you will own:

• Guide Customers Through the Rollover Journey: Walk customers step-by-step through the arenaflex rollover experience, providing clear, patient, and educational support across multiple channels including live chat, email, and phone calls. Your goal is to make a complex financial process feel simple and approachable.
• Become a Subject Matter Expert on Retirement Accounts: Develop deep expertise on 401k plans, rollovers, IRAs, and the broader retirement savings landscape. You will continuously expand your knowledge of the financial industry to better serve our customers and answer increasingly sophisticated questions.
• Communicate with Financial Institutions and Employers: Act as a liaison between our customers and external partners, including financial institutions and former employers. You will advocate for customers and help resolve transactional issues that may arise during the rollover process.
• Contribute to Knowledge Base and FAQs: Capture recurring customer questions, concerns, and feedback to help build and refine our internal knowledge base and external FAQ resources. Your contributions will empower customers to self-serve and reduce friction across the entire support experience.
• Synthesize and Share Customer Feedback: Aggregate insights from customer interactions and share them with the broader arenaflex team. You will help identify trends, surface opportunities for product improvement, and ensure that the customer perspective informs our strategic decisions.
• Support Operational Excellence: Help identify inefficiencies in our processes and propose improvements. As a small team moving fast, every team member has a voice in shaping how we work and how we serve our customers.

What You Will Bring: Essential Qualifications and Experience

To thrive in this role at arenaflex, you will need a blend of customer service expertise, financial industry knowledge, and a passion for helping people. Here is what we are looking for:

• 4+ Years of Relevant Experience: A minimum of four years of professional experience in a customer service, client-facing, or account management role, ideally within a high-growth or customer-centric environment.
• Financial Industry Background: Hands-on experience working in the financial services industry is strongly preferred. Holding FINRA licenses such as Series 6 or Series 7 is a major plus and will be highly valued.
• Passion for Financial Wellness: A genuine, demonstrated interest in helping people achieve their financial goals. You care deeply about empowering customers to make informed decisions about their retirement savings.
• Customer Service Best Practices Knowledge: Strong familiarity with modern customer service principles, tools, ticketing systems, and best practices. You understand how to balance empathy with efficiency.
• Flexibility and Adaptability: Willingness to work flexible hours when needed to resolve customer issues. Our customers are planning for their futures, and sometimes that means being available when it matters most.
• Startup or Fast-Paced Environment Experience: Prior experience at a startup or other fast-paced organization is a significant plus. You are comfortable with ambiguity, rapid change, and wearing multiple hats.
• Exceptional Communication Skills: Outstanding written and verbal communication abilities. You can explain complex financial concepts in simple, jargon-free terms that anyone can understand.
• Empathy and Patience: A natural ability to listen, empathize, and connect with customers who may be frustrated, confused, or anxious about their financial situation.

Preferred Skills and Competencies for Success

Beyond the core qualifications, the most successful Customer Service & Operations Associates at arenaflex tend to bring the following skills and attributes to the table:

• Experience with CRM platforms such as Intercom, Zendesk, or similar customer support tools
• Familiarity with retirement account structures, including traditional IRAs, Roth IRAs, and 401k plans
• Strong analytical skills with the ability to identify patterns in customer feedback and translate them into actionable insights
• A bias toward action and a relentless focus on solving problems for customers
• Comfort working independently in a remote environment while staying deeply connected to the team
• A growth mindset with a commitment to continuous learning and self-improvement
• Experience collaborating cross-functionally with product, engineering, and operations teams

Career Growth, Learning, and Development Opportunities

At arenaflex, we are committed to investing in the growth and development of every team member. Joining us as a Customer Service & Operations Associate is not just a job — it is the beginning of a meaningful career in one of the most exciting and impactful areas of fintech. As you master the customer experience and develop expertise in retirement savings, you will have opportunities to grow into roles such as Senior Customer Operations Specialist, Customer Success Manager, Operations Lead, or even transition into product, compliance, or partnership-focused roles within the company.

You will gain deep knowledge of the retirement savings industry, develop expertise in customer experience strategy, and work side-by-side with talented colleagues who are passionate about building something that matters. We believe in promoting from within, providing mentorship, and supporting continuing education. Whether you aspire to become a fintech leader, a customer experience expert, or an operations strategist, arenaflex will give you the platform, resources, and exposure to make it happen.

Work Environment and Company Culture at arenaflex

arenaflex is a mission-driven company focused on doing what is right — for our customers, for our team, and for the future of retirement savings in America. This means we have built a culture that values diversity, equity, inclusion, and belonging at every level of the organization. We are committed to assembling a team of diverse, hardworking people who want to be their best in a setting that is open, supportive, and inclusive for all.

We believe that a diverse, equitable, and inclusive company enriches both our professional and personal lives. That commitment extends to measurable dimensions such as gender, race, and ethnicity, as well as broader dimensions like skill sets, professional backgrounds, and life experiences. We actively seek to build a team that reflects the diversity of the customers we serve. Our team members are curious, collaborative, and deeply committed to our mission. We celebrate wins together, learn from setbacks, and approach every challenge with empathy and determination.

We are a remote-friendly company, meaning you can work from anywhere in the United States while still being a fully integrated member of the team. For those who thrive on in-person collaboration, we also offer a beautiful office space in New York City. Whether you prefer the focus of working from home or the energy of our NYC headquarters, you will find an environment that supports your preferred working style.

Compensation, Perks, and Benefits

We believe that taking care of our team is just as important as taking care of our customers. arenaflex offers a competitive compensation package and a comprehensive benefits offering designed to support your health, well-being, and financial future:

• Competitive Salary: An annual salary in the range of $45,000 to $52,000, commensurate with experience and qualifications, plus meaningful equity in the company so you share in the upside of what we are building together.
• Comprehensive Health Insurance: Medical, dental, and vision insurance with 100% of premiums covered for staff and 50% covered for dependents, ensuring you and your family have access to excellent care.
• 401k Plan Access: Access to a retirement savings plan so you can invest in your own future while helping others invest in theirs.
• Unlimited Paid Time Off: We trust our team members to take the time they need to rest, recharge, and maintain a healthy work-life balance.
• Parental Leave: 12 weeks of fully-paid parental leave for new parents, giving you the time and support you need during this important life moment.
• Wellness Memberships: Access to Maven, One Medical, and Teladoc memberships to support your physical and mental health.
• ClassPass Fitness Perk: A ClassPass fitness perk to help you stay active, healthy, and energized.
• Remote-Friendly Culture: Work from anywhere in the United States with flexible arrangements and the option to use our New York City office space when you want in-person collaboration.

Join Us and Help Shape the Future of Retirement

If this opportunity speaks to you — if you want to do meaningful work that directly improves the financial lives of millions of Americans — we want to meet you. arenaflex is more than a company; it is a movement to fix a system that has failed too many hardworking people for too long. Every team member plays a vital role in that mission, and as a Customer Service & Operations Associate, your work will be felt by every customer you help and every insight you share with our product team.

We are looking for people who are empathetic, driven, intellectually curious, and unafraid of hard problems. We are looking for people who want to be their best in a setting that is open, inclusive, and committed to doing what is right. If that sounds like you, we encourage you to apply and become part of the arenaflex story. Come help us build the future of retirement savings — one customer, one account, and one conversation at a time.