**Experienced Bilingual Customer Support Specialist – Remote SaaS Technical Support Role (US-Based)**

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Join arenaflex: Empowering Families Through Technology

Are you passionate about making a meaningful difference in people's lives? Do you thrive in a customer-focused environment where your communication skills can shine? If you're bilingual and looking for a remote career opportunity that combines your love for technology with your desire to help others, arenadocs has the perfect opportunity for you!

At arenaflex, we believe that every family deserves access to high-quality child care, regardless of their financial circumstances. As the leading provider of subsidy management software-as-a-service (SaaS) solutions, we partner with state agencies, Head Start programs, and child care providers across the nation to streamline operations, ensure regulatory compliance, and—most importantly—support the families who need it most. Our cloud-based and mobile applications serve hundreds of agencies in the publicly funded child care sector, making a real impact in communities throughout the United States.

We're currently seeking enthusiastic and detail-oriented Bilingual Customer Support Specialists to join our growing team. This is a fully remote position open to candidates located anywhere in the United States. If you're ready to combine your exceptional communication skills with your passion for customer service, we invite you to apply and become part of something truly meaningful.

About the Role: What You'll Do at arenaflex

As a Customer Support Specialist at arenaflex, you'll be the first point of contact for our valued clients—the dedicated professionals who work tirelessly to support families in their communities. Your role is crucial in ensuring that these frontline workers have the technical resources they need to perform their essential duties effectively.

Our Support Center operates from 7:00 AM to 1:00 AM EST, reflecting the diverse schedules and needs of our client base across multiple time zones. We're looking to fill multiple shifts during these hours, providing flexibility while ensuring our clients receive exceptional support whenever they need it.

Key Responsibilities Include:

• Multi-Channel Customer Interaction: Handle telephone calls, emails, and live chat inquiries with professionalism, empathy, and efficiency in a fast-paced call center environment.
• Accurate Documentation: Meticulously document and process customer claims, issues, and resolutions in our appropriate tracking systems to ensure comprehensive records and continuity of care.
• Policy Adherence: Follow all required scripts, policies, and procedures while maintaining compliance with requirements surrounding confidential information and personally identifiable information (PII).
• Issue Escalation: Appropriately assess and escalate complex customer issues to management when necessary, ensuring timely resolution while maintaining customer satisfaction.
• Knowledge Application: Utilize our comprehensive knowledge base and training materials to answer customer questions accurately and confidently.
• Professional Communication: Answer all communications promptly, politely, and professionally—representing arenaflex with every interaction.
• End-User Training: Train clients on how to effectively use our software products and systems, empowering them to maximize the value of our solutions.
• SLA Management: Help meet customer Service Level Agreements (SLAs) through effective problem-solving and efficient call handling techniques.
• Continuous Learning: Attend meetings, participate in training sessions, and review all new training materials to stay current on product updates, policy changes, and industry developments.
• First Call Resolution: Strive to achieve first call resolution through effective troubleshooting, active listening, and comprehensive issue resolution.
• Occasional Travel: Travel may be required periodically for conferences or customer site visits (typically up to one week at a time).
• Flexible Availability: Occasional on-call or overtime evening hours may be required, and occasional weekend hours may be necessary depending on client needs.

Home Office Requirements: This position is fully remote. Applicants must maintain a dedicated home office space free from noise and interruptions to ensure professional customer interactions.

Who You Are: Qualifications We're Seeking

We're looking for candidates who bring a unique combination of technical aptitude, exceptional communication skills, and a genuine passion for helping others. The ideal candidate will feel comfortable navigating software systems while maintaining a warm, customer-focused approach.

Essential Requirements:

• Bilingual Proficiency: Fluency in both written and verbal communication is required. You must be comfortable communicating effectively in English and Spanish (or another second language) to serve our diverse client base.
• Customer Support Experience: Prior experience working in a support center environment, preferably within the SaaS industry.
• Industry Knowledge: Familiarity with the childcare industry, particularly experience within subsidized childcare programs, is highly valued.
• Technical Proficiency: Experience with Microsoft Word, Outlook, and Excel is required. Comfort with learning new software systems is essential.
• CRM Experience: Previous experience working with Customer Relationship Management (CRM) systems.
• Communication Skills: Strong interpersonal, writing, and verbal communication skills are essential for success in this role.
• Problem-Solving Abilities: Excellent troubleshooting skills and the ability to think critically under pressure.
• Team Player: Ability to work collaboratively with team members and cross-functional departments.
• Travel Capability: The ability to travel locally and nationally for up to a week at a time when required.

Preferred Qualifications:

• Experience with arenaflex software products (a significant advantage!)


• Three or more years of on-the-job technical writing, training, or education experience


• Formal education or certifications in customer service, communications, or related fields


• Experience in a remote work environment


• Knowledge of state and federal regulations related to child care subsidy programs

What We Offer: arenaflex Benefits & Perks

At arenaflex, we believe in rewarding our team members for their dedication and hard work. We offer a comprehensive benefits package designed to support your wellbeing, financial security, and work-life balance.

• Remote Work Flexibility: The ability to work from anywhere in the United States—design your perfect home office setup!
• Competitive Starting Pay: Starting salary of $20/hour, with compensation based on experience and qualifications.
• Comprehensive Health Benefits: Medical, vision, and dental insurance coverage beginning the first of the month after your start date.
• Retirement Planning: 401(k) retirement plan with company match to help you build your financial future.
• Paid Time Off: Generous paid company holidays and paid time off (PTO) for vacation, personal days, and illness.
• Professional Development: Ongoing training opportunities, career development resources, and the chance to grow within a rapidly expanding company.
• Supportive Culture: A friendly, supportive, and adventurous environment with a team of engaged colleagues who are all focused on enabling and improving the childcare industry for all families.

Our Culture: Making a Difference Together

arenaflex isn't just a workplace—it's a community dedicated to creating positive change in the world. Our mission goes beyond software; we're passionate about supporting the dedicated professionals who work every day to ensure that families have access to quality child care. When you join arenaflex, you become part of a team that truly cares about making a difference.

We embrace diversity and believe that our differences make us stronger. arenaflex actively promotes equal opportunity in a meaningful way. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be—which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Our team members describe arenaflex as a place where collaboration thrives, where every voice matters, and where the work you do directly impacts families across the nation. If you're looking for more than just a job—if you want to be part of something bigger—we invite you to apply today!

Ready to Join arenaflex?

If you're a bilingual professional with a passion for customer service and technology, we want to hear from you! This is an exciting opportunity to grow your career with a leading SaaS company while making a meaningful impact in the childcare industry.

All applicants must:

• Be authorized to work in the United States (without sponsorship)


• Verify identity and eligibility to work in the United States


• Complete the required employment eligibility verification form upon hire


• Maintain a dedicated, quiet home office space suitable for remote work

Note: At this time, we are only moving forward with candidates who are bilingual (English and Spanish). Should business needs change and we are able to consider candidates who are not bilingual, we will reach out to applicants who have applied.

Apply now and take the first step toward a rewarding career with arenaflex—where your skills make a difference, and your work transforms lives!