French‑Speaking Remote Customer Support Representative – POS Solutions & Merchant Success at arenaflex

About arenaflex – Pioneering the Future of Digital Commerce

arenaflex is a global technology and services leader that empowers the brands of tomorrow. With a footprint in more than 70 countries, we partner with iconic consumer‑facing companies to transform their point‑of‑sale (POS) ecosystems, enhance merchant experiences, and drive measurable business growth. Recognized year after year with accolades such as “World’s Best Workplaces,” “Best Companies for Career Growth,” and “Best Company Culture,” arenaflex is not just a workplace—it’s a launchpad for innovators who want to shape the future of retail technology.

Our mission is simple yet ambitious: to blend cutting‑edge software, data‑driven insights, and world‑class support into a seamless experience for merchants and their customers. As a member of our remote‑first team in Portugal, you will be at the heart of this mission, ensuring that every interaction reflects the high standards of quality, efficiency, and empathy that define arenaflex.

Why This Role Matters – The Impact of a Customer Support Agent

In today’s hyper‑connected marketplace, the voice of the customer is the most valuable source of insight. As a French‑speaking Customer Support Representative for POS Solutions, you will be the direct link between arenaflex’s merchant partners and the technology that powers their daily operations. Your contributions will:

• Elevate merchant satisfaction and loyalty by delivering prompt, knowledgeable assistance across multiple channels.
• Identify and champion process improvements that enhance the overall customer journey.
• Collaborate with cross‑functional teams—including Sales, Marketing, Product, and Engineering—to translate frontline feedback into strategic product enhancements.
• Represent arenaflex’s brand values of empathy, professionalism, and continuous innovation in every interaction.

Key Responsibilities

Customer Interaction & Issue Resolution

• Serve as the primary point of contact for French‑speaking merchants via phone, email, live chat, and social media platforms.
• Diagnose, troubleshoot, and resolve technical and non‑technical inquiries related to POS hardware, software, and service offerings.
• Manage escalation processes, ensuring complex issues are handed off to the appropriate internal teams while maintaining ownership until resolution.
• Document each interaction in arenaflex’s CRM system with clear, concise notes that facilitate knowledge sharing and future reference.

Process Optimization & Continuous Improvement

• Analyze recurring support trends to propose enhancements to support workflows, knowledge bases, and self‑service resources.
• Participate in regular “Voice of the Merchant” sessions, providing actionable insights that influence product roadmaps and service policies.
• Collaborate with Quality Assurance and Training teams to refine onboarding materials and ongoing skill‑development programs.

Cross‑Functional Collaboration

• Partner with Sales and Marketing to deliver seamless handovers for new merchant onboarding and promotional campaigns.
• Work closely with Product Management to relay real‑time feedback on feature usability and performance.
• Engage with Engineering and Technical Support to test new releases, identify bugs, and validate fixes before they reach the broader merchant base.

Team Participation & Knowledge Sharing

• Contribute to a multilingual, international support team by sharing best practices, language‑specific nuances, and cultural insights.
• Mentor newer agents, fostering a collaborative environment that encourages learning and professional growth.
• Participate in regular team meetings, training workshops, and performance reviews to align with arenaflex’s strategic objectives.

Essential Qualifications

• Language Proficiency: Native‑level fluency in French (C1) with strong written and verbal communication skills; advanced English proficiency (minimum B2).
• Customer Service Experience: Minimum 2 years of experience in a customer support or help‑desk role, preferably within technology, SaaS, or POS environments.
• Omnichannel Expertise: Demonstrated ability to handle inquiries across phone, email, live chat, and social media platforms, while juggling multiple support tools simultaneously.
• Problem‑Solving Mindset: Proven track record of diagnosing complex issues, employing analytical thinking, and persisting until a satisfactory resolution is achieved.
• Empathy & Communication: Exceptional interpersonal skills, patience, and a customer‑first attitude that builds trust and loyalty.
• Technical Aptitude: Comfortable using smartphones, tablets, and computers; quick learner of new software applications and POS technologies.
• Organizational Skills: Ability to prioritize tasks, manage time effectively, and remain calm under pressure.

Preferred Qualifications & Additional Assets

• Experience supporting merchants in the retail or hospitality sectors.
• Familiarity with CRM platforms (e.g., Salesforce, Zendesk) and ticketing systems.
• Knowledge of POS hardware components, payment gateways, and integration APIs.
• Previous exposure to remote work environments and self‑directed productivity tools.
• Certification in customer service excellence or related fields (e.g., HDI, ITIL).

Core Skills & Competencies for Success

• Active Listening: Capture the full context of merchant concerns before responding.
• Clear Communication: Articulate technical concepts in plain language, adapting tone to the audience.
• Collaboration: Work seamlessly with internal stakeholders to drive joint solutions.
• Adaptability: Thrive in a fast‑changing environment where product updates and market demands evolve rapidly.
• Data‑Driven Decision Making: Leverage support metrics and analytics to inform process improvements.
• Resilience: Maintain a positive attitude during high‑volume periods and challenging interactions.

Career Growth & Development at arenaflex

arenaflex invests heavily in the professional development of its people. As a member of our support team, you will have access to:

• Comprehensive Onboarding: A structured, fully paid training program that covers arenaflex’s product suite, support tools, and company culture.
• Continuous Learning: Free access to a library of online courses, webinars, and certifications covering topics such as advanced troubleshooting, communication mastery, and leadership development.
• Mentorship Programs: Pairing with senior agents and managers who guide your career trajectory and help you achieve personal milestones.
• Internal Mobility: With approximately 80% of leadership positions filled from within, you can chart a path toward roles in Operations Management, Training, Product Management, or even Global Customer Experience Strategy.
• Performance‑Based Advancement: Clear performance metrics and regular feedback cycles ensure that high‑performing individuals are recognized and rewarded promptly.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support a balanced, fulfilling lifestyle:

• Salary & Bonus: Market‑aligned base salary with performance‑driven bonuses tied to individual and team outcomes.
• Remote‑First Flexibility: Work from the comfort of your home in Portugal, with a flexible schedule that respects personal commitments.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, plus mental‑health resources and wellness stipends.
• Retirement Savings: Contribution‑matching retirement plans to help you build long‑term financial security.
• Referral Incentives: Bring‑a‑friend bonuses for successful hires, encouraging you to grow your professional network.
• Technology Allowance: Home‑office equipment stipend to ensure you have a productive workspace.
• Paid Time Off: Generous vacation days, public holidays, and paid parental leave.
• Recognition Programs: Regular employee awards, peer‑to‑peer recognition, and celebration of milestones.

Our Culture – The arenaflex Way

At arenaflex, culture is more than a buzzword; it’s a lived experience. We champion:

• Inclusivity & Diversity: A workplace where every voice is heard, regardless of background, identity, or experience.
• Collaboration: Open communication channels, cross‑functional projects, and a “one team” mentality that breaks down silos.
• Innovation: Encouragement to experiment, share ideas, and challenge the status quo.
• Customer‑Centricity: Every decision is filtered through the lens of merchant impact and satisfaction.
• Work‑Life Harmony: Policies and practices that respect personal time, family commitments, and individual well‑being.

Eligibility & Legal Requirements

In accordance with Portuguese labor regulations, candidates must be legally authorized to work in Portugal. All applicants will be evaluated based on merit, qualifications, and alignment with arenaflex’s values, without regard to race, gender identity, sexual orientation, religion, age, disability, or any other protected characteristic.

How to Apply

If you are ready to join a forward‑thinking, award‑winning organization and make a tangible difference for merchants worldwide, we want to hear from you. Click the link below to submit your application, attach your resume, and share a brief cover letter highlighting why you are the ideal fit for this role.

Apply now to become a part of arenaflex

Join arenaflex – Shape the Future of Retail Technology

At arenaflex, you will work alongside passionate professionals who are dedicated to redefining the merchant experience. Your expertise, empathy, and drive will help us deliver world‑class support that fuels growth for some of the most recognizable brands on the planet. Take the next step in your career journey—apply today and discover why thousands of global talent choose arenaflex as their employer of choice.