Bilingual Night‑Shift Customer Service Associate – Multilingual Support for Enterprise Software & Transportation Solutions

About arenaflex

arenaflex is a fast‑growing leader in the enterprise software arena, delivering cutting‑edge transportation and fleet management solutions to a diverse portfolio of commercial “for‑hire” carriers, private fleets, and logistics providers. Our mission is to simplify the complex, turning cumbersome, legacy systems into intuitive, cloud‑based platforms that empower our customers to focus on what they do best—moving goods efficiently and safely. With a culture built on innovation, agility, and relentless customer focus, arenaflex is redefining how technology serves the transportation industry. If you thrive in an environment where every day brings a new challenge and an opportunity to make a tangible impact, you’ll feel right at home with us.

Role Overview

We are seeking a highly motivated, bilingual (English/Spanish) Customer Service Associate to join our Operations team on the night shift (3:30 PM – 12:30 AM EST). In this entry‑level, full‑time or part‑time role, you will be the frontline voice of arenaflex, delivering exceptional support across phone, chat, and email channels. You will help customers troubleshoot technical issues, navigate our web and mobile applications, and resolve account‑related inquiries. Your ability to communicate clearly, think analytically, and maintain a positive attitude under pressure will directly influence customer satisfaction and the overall success of our rapidly expanding service portfolio.

Key Responsibilities

• Customer Interaction: Respond to inbound and outbound inquiries via phone, live chat, and email, providing accurate, courteous, and timely assistance.
• Issue Resolution: Diagnose and troubleshoot product, account, and technical problems, guiding customers step‑by‑step through web and mobile interfaces.
• Ticket Management: Create, prioritize, and close support tickets in our ticketing platform (e.g., Zendesk, HubSpot, Service Cloud), ensuring escalations are routed to the appropriate technical or development teams.
• Documentation: Record detailed case notes, update knowledge‑base articles, and contribute to internal documentation to improve future support efficiency.
• Escalation Handling: Manage high‑priority or escalated cases, maintaining ownership from initial contact through resolution and follow‑up.
• Cross‑Functional Collaboration: Partner with product, engineering, billing, and sales teams to resolve complex issues and provide feedback for product enhancements.
• Quality Assurance: Adhere to arenaflex’s cultural principles and service standards, consistently delivering a “wow” experience that reflects our brand values.
• Continuous Improvement: Participate in regular training sessions, share best practices, and suggest process improvements to streamline support workflows.

Essential Qualifications

• 1–3 years of experience in a customer‑facing role within a contact‑center or help‑desk environment.
• Demonstrated ability to meet productivity targets while maintaining high quality and accuracy.
• Proven track record of handling escalated customers and delivering resolutions within agreed‑upon service level agreements (SLAs).
• Exceptional verbal and written communication skills in both English and Spanish, with a keen eye for detail.
• Strong problem‑solving aptitude, capable of diagnosing issues quickly and proposing effective solutions.
• Experience using ticketing systems such as Zendesk, HubSpot, or Service Cloud.
• Comfortable working on macOS and proficient with both Apple and Android mobile devices.
• Ability to prioritize a dynamic work queue, manage multiple concurrent cases, and remain calm under pressure.
• Demonstrated professionalism, diplomacy, and tact when interacting with a wide range of stakeholders, from end‑users to senior executives.

Preferred Qualifications & Nice‑to‑Have Skills

• Experience supporting telematics, electronic logging devices (ELDs), or hours‑of‑service compliance platforms.
• Background in billing, RMA (Return Merchandise Authorization), cancellations, and renewal processes.
• Familiarity with SaaS‑based transportation or logistics software.
• Ability to verbally guide customers through both web and mobile applications, using clear, step‑by‑step instructions.
• Flexibility to work nights, weekends, and occasional holidays, with a collaborative team approach to coverage during vacations or absences.
• Associate’s or Bachelor’s degree in Business, Supply Chain, Logistics, or a related field (not mandatory but preferred).

Core Skills & Competencies

• Active Listening: Ability to listen attentively, ask probing questions, and confirm understanding before providing solutions.
• Analytical Thinking: Strong investigative research skills and the capacity to dissect complex problems into manageable components.
• Customer‑Centric Mindset: A genuine passion for delivering an outstanding experience and going “above and beyond” to ensure satisfaction.
• Team Collaboration: Comfortable working both independently and as part of a cohesive, remote‑first team.
• Adaptability: Thrive in an unstructured, fast‑changing environment where priorities shift quickly.
• Technical Literacy: Comfortable navigating web portals, mobile apps, and basic troubleshooting tools.
• Time Management: Efficiently balance multiple tasks, meet deadlines, and maintain a high level of accuracy.

Career Development & Learning Opportunities

arenaflex invests heavily in the growth of its people. As a Customer Service Associate, you will have access to a robust onboarding program, ongoing peer‑driven training, and mentorship from senior support engineers. We encourage continuous learning through:

• Regular webinars on product updates, industry trends, and best‑practice support techniques.
• Certification pathways for ticketing platforms (e.g., Zendesk Certified Agent) and cloud technologies.
• Opportunities to cross‑train with product, engineering, and sales teams, broadening your skill set and positioning you for future roles such as Support Team Lead, Technical Account Manager, or Product Specialist.
• Performance‑based promotions that recognize both technical expertise and leadership potential.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Innovation, Integrity, and Impact. We foster a collaborative, inclusive environment where every voice matters. Whether you are working from our Knoxville office or remotely from a supported state, you will experience:

• Hybrid Flexibility: Choose a blend of in‑office and remote work that fits your lifestyle.
• Casual Dress Code: Dress comfortably while maintaining professionalism.
• Team‑First Mentality: Regular virtual coffee chats, team‑building activities, and an open‑door policy with leadership.
• Diversity & Inclusion: A commitment to equal opportunity, with a workforce that reflects a broad range of backgrounds and perspectives.
• Recognition Programs: Celebrate achievements through monthly awards, peer shout‑outs, and performance bonuses.

Compensation, Benefits & Perks

arenaflex offers a competitive compensation package that reflects your experience and the value you bring to the organization. While exact figures vary by location and seniority, you can expect:

• Base salary that aligns with industry standards for night‑shift support roles.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options, including a 401(k) with company match.
• Paid time off, holidays, and flexible scheduling to support work‑life balance.
• Professional development stipend for courses, certifications, or conferences.
• Technology allowance for home office setup (e.g., headset, ergonomic accessories).
• Employee assistance program (EAP) for mental‑health and wellness support.

How to Apply

If you are ready to join a dynamic, forward‑thinking company that values your bilingual talent and your passion for customer success, we want to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience and why you are excited about the night‑shift role at arenaflex. Our recruiting team reviews applications on a rolling basis, and qualified candidates will be contacted promptly for the next steps.

arenaflex is an Equal Opportunity Employer. We do not sponsor employment visas. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Take the next step in your career and become part of a team that is reshaping the future of transportation software. Apply today and help us deliver the exceptional service our customers deserve!