Customer Support Representative – arenaflex B2B SaaS, Multi‑Timezone Client Success & Product Adoption Specialist (Remote – Central & South America)
About arenaflex
arenaflex is a fast‑growing, mission‑driven technology company that empowers property‑management professionals to streamline operations, close more deals, and scale their businesses. Since its bootstrapped inception in 2013, arenaflex has evolved from a simple lead‑generation platform into the industry‑standard Customer Relationship Management (CRM) solution for landlords, property managers, and real‑estate investors across the Americas. Our product suite blends intuitive lead‑capture tools, robust workflow automation, and data‑driven insights, delivering a seamless experience that turns complex, manual processes into a single, cloud‑based dashboard. At arenaflex, we live by a “customer obsession” philosophy—every feature, every update, and every interaction is designed to help our clients succeed.
Role Overview
We are seeking a highly motivated, empathetic, and tech‑savvy Customer Support Representative to join our dynamic, remote‑first team. This role is dedicated to delivering world‑class assistance to arenaflex’s B2B SaaS customers across multiple time zones (EST, MST, ART, and several UTC offsets). You will act as the voice of the customer, translating their needs into actionable insights for product, engineering, and sales teams. Your ultimate goal is to drive product adoption, resolve issues swiftly, and maintain a CSAT score that reflects our unwavering commitment to customer delight.
Key Responsibilities
- Track and Surface Customer Requests: Capture, categorize, and prioritize inbound requests, ensuring that each ticket is logged with clear, concise details for the engineering team.
- Evaluate and Route Tickets: Demonstrate deep knowledge of arenaflex’s capabilities, assess each client request, and delegate tickets to the appropriate internal department (product, engineering, finance, etc.).
- Maintain High Customer Satisfaction: Meet or exceed CSAT targets (minimum 94 %), monitor response times, and achieve high ticket‑rating scores.
- Provide Consolidated Client Feedback: Synthesize insights from daily interactions into quarterly reports, delivering 3‑5 actionable recommendations to improve product and service offerings.
- Curate Educational Resources: Continuously update knowledge‑base articles, training videos, and onboarding documentation to empower customers to self‑serve.
- Facilitate Video/Phone Calls: Conduct live demos, troubleshooting sessions, and onboarding calls, adapting to the client’s schedule within core business hours.
- Participate in Weekly Team Meetings: Share wins, challenges, and best practices with the support team, contributing to a culture of continuous improvement.
- Maintain Performance Metrics: Track personal KPIs—including CSAT, first‑response time, and ticket resolution rate—and strive to surpass quarterly goals.
- Develop Future Implementation Skills: Proactively learn about upcoming product releases and implementation processes to support a pipeline of 8‑10 proposals per month.
- Build Custom Solutions: Collaborate with customers to design tailored workflows or integrations that address unique business needs.
First‑90‑Day Success Milestones
- Independently resolve at least 75 % of assigned tickets without escalation.
- Demonstrate ownership of each customer interaction, from initial inquiry through resolution.
- Contribute an equal share of the weekly ticket load (e.g., 25 % of total tickets when four reps are on the roster).
- Publish a minimum of one new help‑center article each month, enriching the self‑service library.
- Achieve a CSAT score of 94 % or higher, reinforcing arenaflex’s customer‑obsession value.
Essential Qualifications
- Strong written and verbal communication skills in English; ability to convey technical concepts clearly and concisely.
- Demonstrated experience in a customer‑facing role within a B2B SaaS environment (minimum 0 + years, with a focus on rapid learning).
- Comfortable working across multiple time zones (UTC‑8 to UTC +2) and flexible enough to adjust schedule as needed.
- Proven track record of meeting or exceeding service‑level agreements (SLAs) for response time and resolution.
- High emotional intelligence, patience, and a “can‑do” attitude when handling complex or frustrated customers.
- Reliable high‑speed internet connection, a functional webcam, and a smartphone for video calls.
Preferred Qualifications
- Prior experience with property‑management or real‑estate SaaS platforms.
- Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) and CRM tools.
- Basic understanding of API integrations, webhooks, or workflow automation.
- Experience creating training documentation, video tutorials, or knowledge‑base content.
- Fluency in Spanish or Portuguese to support our Central and South American client base.
Core Skills & Competencies
- Problem‑Solving: Ability to diagnose issues quickly, think critically, and propose effective solutions.
- Customer Empathy: Deeply understand client pain points and advocate for their needs within the organization.
- Collaboration: Work seamlessly with product, engineering, sales, and marketing teams to close feedback loops.
- Data‑Driven Mindset: Use metrics and analytics to measure performance and identify improvement opportunities.
- Adaptability: Thrive in a fast‑changing environment, embracing new technologies and processes.
- Time Management: Prioritize tasks effectively while juggling multiple concurrent tickets.
Career Growth & Learning Opportunities
arenaflex invests heavily in the professional development of its team members. As a Customer Support Representative, you will have access to:
- Regular mentorship sessions with senior support leaders and product managers.
- Paid certifications in customer‑service excellence, SaaS product knowledge, and communication skills.
- Opportunities to transition into specialized roles such as Customer Success Manager, Implementation Specialist, or Product Analyst.
- Cross‑functional projects that expose you to product development, marketing strategy, and data analytics.
- Annual “Growth Summit” where employees share achievements, set personal development goals, and network with industry experts.
Work Environment & Culture at arenaflex
Our remote‑first culture is built on trust, autonomy, and a shared passion for solving real‑world problems. Key cultural pillars include:
- Customer Obsession: Every decision is filtered through the lens of how it will impact our clients.
- Outcome Ownership: Team members are empowered to own their projects from start to finish, celebrating both successes and lessons learned.
- Collaboration & Transparency: Open Slack channels, weekly all‑hands, and transparent OKRs keep everyone aligned.
- Fun & Impact: Regular virtual game nights, hackathons, and community‑service days foster camaraderie while we drive meaningful results.
- Diversity & Inclusion: We actively recruit talent from across the Americas, ensuring a rich tapestry of perspectives and experiences.
Compensation, Perks & Benefits
- Competitive base salary commensurate with experience, plus performance‑based bonuses tied to CSAT and ticket‑resolution metrics.
- Generous paid time off (PTO) in addition to company‑wide holidays.
- Monthly healthcare allowance to support medical, dental, and vision needs.
- Annual vacation stipend to encourage work‑life balance and travel.
- Fully remote work setup – choose the location that inspires you, within the required GMT range.
- Professional development budget for courses, conferences, and certifications.
- Access to a modern tech stack (laptop, ergonomic accessories, high‑speed internet stipend).
- Team‑wide celebrations, virtual coffee chats, and a culture of recognition for outstanding contributions.
Application Process
- Submit your application through the provided link.
- 15‑minute introductory call with People Operations to discuss your background and motivations.
- Complete a short, offline work‑sample test (up to 60 minutes) that mirrors real‑world support scenarios.
- Interview with the Hiring Manager (60‑90 minutes) to dive deeper into technical knowledge and cultural fit.
- Optional panel interview (up to 60 minutes) with senior team members for additional perspective.
- 15‑minute offer call to discuss compensation, start date, and next steps.
- Receive a written offer; upon acceptance, you’ll begin a fully paid 90‑day trial period.
- Successful completion of the trial converts you to a full‑time member of the arenaflex family.
Ready to Join the arenaflex Team?
If you thrive in a high‑growth, entrepreneurial environment, love solving complex problems, and are eager to make a tangible impact on the property‑management industry, we want to hear from you. Bring your optimism, curiosity, and dedication to “owning the outcome,” and you’ll find a home among arenaflex’s A‑players. Apply today and help us shape the future of real‑estate technology.
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