Experienced Customer Support Coach – Hospitality Industry Expert
At arenaflex, we're not just building software, we're transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started.
Join Our Dynamic Team
As a Customer Support Coach at arenaflex, you will be the voice of, and advocate for our customers, providing exceptional support. By resolving questions and troubleshooting issues across multiple channels, you’ll ensure a seamless experience for our hotel partners. Your contributions will strengthen client relationships, promote software adoption, and shape the future of our platform by sharing valuable feedback. You'll also play a key role in creating training materials, updating support resources, and staying ahead of system updates, making a lasting impact on our customers and team.
Our Customer Support Team
Join a dynamic, fully remote team of over 60 global Customer Support professionals united by our goal of delivering exceptional customer experiences across live chat, email, and phone. We pride ourselves on our supportive, diverse, and collaborative culture, where continuous learning, growth, and innovation drive everything we do. Be part of a team that values connection, celebrates success, and always strives to exceed expectations!
What You Bring to the Team
- Assist and support our existing customers (hotel properties) daily in the use of our software - Resolve customers' inquiries via phone, email, chat, or any other media that arenaflex uses to help customers - Troubleshoot and make outbound calls for escalated issues - Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption - Gather customers' feedback and requirements for future releases of the software - Use training materials and attend company-wide online training sessions to keep up-to-date with the latest system's updates
What Sets You Up for Success
- 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager or similar roles - Previous experience in customer service or similar is a plus - Native or Fluent in English and Spanish, Portuguese is a plus - Excellent communication skills and a positive attitude - Excellent problem-solving skills and emotional intelligence - Great levels of learning agility - Compatible graduation course or more than 2 years of proven experience in the area - Skill with computers and systems - Excellent internet/wifi connection
What to Expect – Your Journey with Us
Behind arenaflex' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.
Learn More About Our Company Culture
At arenaflex, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe that diversity is the key to innovation and that everyone deserves to feel valued and respected. Our company culture is built on the principles of empathy, collaboration, and continuous learning. We're proud to be an Equal Opportunity Employer and celebrate the diversity in our global team.
Discover Our Benefits
- Remote First, Remote Always - PTO in accordance with local labor requirements - 2 corporate apartment accommodations for team member use for free (San Diego & São Paulo) - Full Paid Parental Leave - Home office stipend based on country of residency - Professional development courses in arenaflex University - Access provided to professional Therapy and Coaching - Access to professional development, including manager training, upskilling and knowledge transfer
Everyone is Welcome – A Culture of Inclusion
arenaflex is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
How to Apply
If you're passionate about delivering exceptional customer experiences and shaping the future of hospitality, we want to hear from you! Apply now to become a part of our dynamic team and join the arenaflex revolution. Apply to this job Apply for this job