Remote Tier 2 Customer Support Specialist – Phone, Ticket & Chat (Weapons & Firearms Expertise Required)

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Join the arenaflex Team: Where Exceptional Customer Support Meets Your Passion for Firearms

Are you ready to take your customer support career to the next level? Do you have a deep understanding of firearms, including handguns and rifles? Are you passionate about helping others navigate complex products while working in a flexible, remote environment? If you answered yes to these questions, arenaflex has the perfect opportunity for you!

At arenaflex, we specialize in delivering world-class customer experience services for top-tier brands across the globe. Our reputation is built on excellence, innovation, and an unwavering commitment to customer satisfaction. We've been revolutionizing the customer support industry since 2007, partnering with industry leaders who demand nothing less than exceptional service for their customers.

We are currently seeking talented and dedicated Tier 2 Customer Support Specialists to join our expanding network. This is a unique opportunity to combine your firearms expertise with your customer service skills while working with some of the most recognized brands in the industry. If you're looking for a role that challenges you, supports your growth, and values your unique knowledge, look no further than arenaflex.

Why Choose arenaflex?

At arenaflex, we don't just employ customer support agents – we build relationships with team members who bring super skills, positive attitudes, and great energy to every interaction. Our culture is built on collaboration, innovation, and a genuine desire to help both customers and team members succeed.

When you join arenaflex, you become part of a global network supporting over 50 languages across more than 90 countries. Our clients include household names like Spotify, VSCO, Vimeo, Tourism Ireland, and numerous other prestigious brands we can't currently mention. You'll have the opportunity to work on exciting, contemporary projects that you're already familiar with – chances are, you use our clients' products and services yourself!

We believe in work-life balance and understand that our team members perform best when they have flexibility. That's why we offer remote work arrangements and flexible scheduling. Your home is your office, and we're excited to see what you can accomplish from your own space.

Position Overview

We are looking for experienced Tier 2 Support Specialists who can handle phone, ticket, and chat inquiries with professionalism and expertise. This role requires someone with strong knowledge of firearms, including handguns and rifles. Gun ownership is a plus, but most importantly, you must have a solid understanding of firearms to effectively assist customers with their questions and concerns.

As a Tier 2 Support Specialist at arenaflex, you will be the GPS for customers – guiding them to the right answers, solving their concerns, and helping them understand and optimize their use of our clients' products and services. You'll interact directly with customers daily, providing solutions that exceed expectations and create lasting positive impressions.

Key Responsibilities

• Multi-Channel Customer Support: Handle inquiries via phone, tickets, and chat platforms with equal expertise and professionalism. Switch seamlessly between communication channels to provide comprehensive support.


• Firearms Expertise Application: Utilize your knowledge of handguns, rifles, and firearms accessories to assist customers with product questions, troubleshooting, and usage guidance.


• Issue Resolution: Resolve complex customer concerns that go beyond basic Tier 1 support, demonstrating advanced problem-solving skills and product knowledge.


• Knowledge Base Navigation: Efficiently locate workflows, documentation, and troubleshooting guides within our knowledge base systems to provide accurate information to customers.


• Multi-Platform Management: Multitask across multiple platforms including phone systems, chat applications, ticket management systems, and Amazon seller tools.


• Client Interaction: Maintain professional, direct communication with clients daily, incorporating feedback to improve service delivery and customer satisfaction.


• Process Adherence: Quickly learn and follow established processes and procedures, adapting to multiple workflows as needed for different client projects.


• Documentation: Maintain detailed and accurate records of customer interactions, issues, and resolutions in our ticketing systems.


• Continuous Improvement: Identify opportunities for process improvements and share insights with team leads to enhance overall service quality.

Essential Qualifications

• Firearms Knowledge: Strong, demonstrable knowledge of firearms, including handguns and rifles. Must understand firearm terminology, functionality, and common customer inquiries.


• Gun Ownership: Personal gun ownership is a plus and demonstrates genuine passion for the industry.


• Experience Level: Prior Tier 2 support experience with phone, ticket, and chat platforms is required.


• Technical Proficiency: Comfortable learning and adapting to new software platforms and tools.


• Research Skills: Strong investigative abilities to quickly locate information in knowledge bases and documentation systems.


• Communication Skills: Excellent written and verbal communication skills with the ability to explain complex concepts clearly.


• Reliability: Demonstrated track record of being dependable and committed to long-term projects.


• Organizational Skills: Highly organized with the ability to manage multiple concurrent conversations and tasks.


• Flexibility: Willingness to adapt to changing workflows, processes, and client requirements.

Preferred Qualifications

• Experience with Zendesk (ZD) ticketing system


• Familiarity with DialPad or similar VoIP/phone systems


• Previous experience in e-commerce support, particularly Amazon seller platforms


• Background in outdoor recreation, hunting, or shooting sports industries


• Basic understanding of firearm accessories, maintenance, and safety protocols

Technical and Workspace Requirements

• Computer: Dedicated laptop or desktop computer running Windows 10 or higher


• Headset: Quality headset with microphone for clear phone and chat communications


• Security: Willingness to install arenaflex security software (MSQ) and a two-factor authentication (2FA) app on your phone


• Internet: Reliable high-speed internet connection with minimum 25 Mbps download speed


• Workspace: Dedicated, quiet workspace suitable for taking customer calls without background noise

Compensation and Commitment

Hourly Rate: Competitive compensation to be discussed during the interview phase. We value your expertise and offer rates that reflect your experience and skills.

Project Commitment: This is a 90-day project with a minimum weekly commitment of 10 hours. There is potential for extension and growth based on performance and project needs.

Project Hours: Monday through Friday, 10:00 AM to 12:00 PM (with flexibility to accommodate the right candidate)

Orientation: September 8, 2025

What We Offer

• Flexible Remote Work: Work from the comfort of your own home – we've already seen your future office, and it's wherever you are!


• Career Development: Opportunities to expand your skills and grow within the organization


• Industry Exposure: Work with top-tier brands and products you're already familiar with


• Supportive Environment: Access to training resources, team leads, and a collaborative community


• Inclusive Culture: Be part of a diverse team that values different perspectives and experiences

About arenaflex

Arenaflex has been reinventing the Customer Experience Services industry since 2007. We are the trusted partner for top brands around the globe, delivering exceptional customer support, content moderation, trust and safety services, community management, and social media expertise. Our client portfolio spans from innovative startups to Fortune 500 companies, and we support over 50 languages across more than 90 countries worldwide.

Our mission is simple: connect brands with their customers through meaningful, helpful, and memorable interactions. We achieve this by building teams of passionate individuals who bring their best selves to work every day. At arenaflex, you'll find colleagues who are supportive, innovative, and committed to excellence.

If you want to work with great people on cool projects for amazing brands, you've come to the right place.

Equal Opportunity Employer

Arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.

Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.

Ready to Apply?

If you're excited about this opportunity to combine your firearms knowledge with your customer support expertise, we want to hear from you! This is your chance to join a team that values your unique skills and offers the flexibility and growth opportunities you deserve.

Don't miss this opportunity to be part of something special at arenaflex. Apply today and take the first step toward an exciting new chapter in your career!