Customer Support Specialist – Remote SaaS Event Booking Platform, Hotel Onboarding & RFP Management, Career Growth, $50K‑$70K Salary

About arenaflex

arenaflex is a fast‑growing, seed‑funded B2B SaaS company that is reshaping the way event professionals discover, source, and book venues. Our cloud‑based platform delivers real‑time event booking management for planners, hospitality teams, and destination marketing organizations. With more than 150,000 hotels on the platform—including industry leaders that have been rebranded under the arenaflex umbrella—our technology powers seamless collaboration between planners and venues across Europe, North America, and beyond.

Founded on a data‑driven, ownership‑mindset culture, arenaflex is scaling quickly, doubling headcount in the next 12 months, and expanding its global footprint. As a member of the arenaflex team, you will work side‑by‑side with founders, C‑suite executives, and a collaborative group of innovators who value creativity, accountability, and the freedom to experiment without micromanagement.

Why This Role Matters

Our customers—event planners and hotel partners—depend on a frictionless experience to turn ideas into unforgettable events. As a Customer Support Specialist at arenaflex, you will be the primary point of contact, ensuring that every interaction on our platform is smooth, helpful, and results‑oriented. You will not only respond to inbound inquiries but also proactively engage hotels to join the platform, respond to active Requests for Proposals (RFPs), and help shape the product roadmap through real‑world feedback.

This role is a launchpad for ambitious professionals who want to grow into senior support, operations, or product leadership positions within a high‑velocity SaaS environment.

Key Responsibilities

Hotel Onboarding & RFP Management

• Proactively reach out to hotels that have not yet joined arenaflex, guiding them through the onboarding workflow so they can respond to planner RFPs.
• Follow a proven script while adapting language to each hotel's unique context, ensuring a personalized experience.
• Maintain an up‑to‑date contact database, linking hotel staff to their respective properties and tracking onboarding progress.
• Monitor RFP response rates, flag overdue or stagnant proposals, and prioritize follow‑ups to keep the sales pipeline healthy.
• Facilitate clear, timely communication between hotel teams and event planners, acting as a trusted liaison.
• Collaborate with sales managers, product managers, and marketing teams to align onboarding processes with broader business objectives.

Customer Support

• Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone, delivering prompt, accurate, and empathetic assistance.
• Diagnose and troubleshoot technical or workflow issues, escalating complex cases to product or engineering when necessary.
• Continuously refine support macros, canned responses, and knowledge‑base articles to reflect new product releases and emerging best practices.
• Provide actionable feedback to the product and customer success teams, helping to prioritize feature enhancements based on real‑world usage.

Help Center & User Feedback Integration

• Monitor trends in support tickets and user feedback to identify gaps in documentation or product functionality.
• Partner with the content, product, and marketing teams to create clear, concise help articles that empower users to self‑serve.
• Champion a data‑driven support culture by tracking key metrics such as First Response Time, Resolution Time, and Customer Satisfaction (CSAT) scores.

Essential Qualifications

• 1–3 years of experience in SaaS customer support, preferably within a startup or high‑growth environment.
• Demonstrated ability to work independently, manage time effectively, and own end‑to‑end support processes.
• Comfortable speaking with customers on the phone and delivering clear, professional communication.
• Exceptional written and verbal communication skills, with a talent for translating technical concepts into plain language.
• Proven track record of thriving in fast‑paced settings, juggling multiple priorities, and meeting tight deadlines.
• Willingness to work a shift that overlaps with 12 PM – 9 PM EST (flexible based on time zone).
• Strong organizational skills, meticulous attention to detail, and a proactive follow‑through mindset.
• Familiarity with customer support tools (e.g., Intercom, Zendesk, Freshdesk) and basic CRM systems.

Preferred Qualifications & Nice‑to‑Have Experience

• Previous exposure to the events, hospitality, or travel industries.
• Experience with onboarding processes, RFP management, or B2B marketplace platforms.
• Knowledge of SaaS product lifecycles and the ability to translate user feedback into product improvements.
• Comfort with data analysis tools (e.g., Excel, Google Sheets) to track support metrics and identify trends.
• Demonstrated curiosity for emerging event‑tech trends and a passion for helping venues succeed.

Core Skills & Competencies

• Customer‑Centric Mindset: Always puts the user’s needs first and seeks to exceed expectations.
• Problem‑Solving Ability: Quickly diagnoses issues, proposes solutions, and follows through until resolution.
• Communication Excellence: Clear, concise, and empathetic in both written and spoken interactions.
• Adaptability: Comfortable navigating shifting priorities, new product releases, and evolving processes.
• Collaboration: Works effectively across functions—sales, product, marketing, and engineering—to deliver seamless experiences.
• Data‑Driven Approach: Uses metrics to drive continuous improvement in support performance.
• Tech Savvy: Comfortable learning new software tools, platforms, and workflows.

Career Development & Learning Opportunities

arenaflex invests heavily in employee growth. As a Customer Support Specialist, you will have access to:

• Mentorship from senior leaders, including direct interaction with founders and the C‑suite.
• Regular training sessions on SaaS product knowledge, advanced support techniques, and industry trends.
• Opportunities to transition into senior support, operations management, or product liaison roles as the company scales.
• Quarterly “Growth Sprint” workshops where you can pitch process improvements and own cross‑functional projects.
• Funding for certifications (e.g., Certified Customer Success Manager) and attendance at industry conferences.

Culture, Work Environment & Remote Benefits

arenaflex embraces a remote‑first culture that values flexibility, autonomy, and work‑life balance. Our team members enjoy:

• Fully remote work across the United States and Canada, with a flexible schedule that respects personal commitments.
• A collaborative Slack community, virtual coffee chats, and quarterly in‑person meetups to foster connection.
• A results‑oriented environment where micromanagement is replaced by trust, clear goals, and transparent communication.
• A culture of ownership—every voice matters, and ideas are welcomed from all levels of the organization.
• Access to a remote‑work budget for home‑office upgrades, coworking space memberships, or ergonomic equipment.

Compensation, Perks & Benefits

arenaflex offers a competitive salary range of $50,000 – $70,000, commensurate with experience and performance. In addition to base pay, you will receive:

• Comprehensive health coverage: 100 % employee premium for vision, medical, and dental; 50 % coverage for dependents.
• Generous paid parental leave to support growing families.
• Future 401(k) plan (launching soon) with company matching.
• Quarterly team meetups in major cities to build relationships and celebrate milestones.
• Professional development stipend for courses, certifications, or conference attendance.
• Performance‑based bonuses tied to individual and company success metrics.
• Unlimited PTO policy, encouraging you to recharge and maintain a healthy work‑life rhythm.

How to Apply

If you are ready to join a dynamic, high‑growth SaaS company that is redefining the event‑booking landscape, we want to hear from you. Submit your resume and a brief cover letter outlining why you are the perfect fit for this role at arenaflex.

Apply to this job