Customer Support Specialist – Hospitality SaaS Platform – Remote (USA) – Full‑Time, Growth‑Focused Role

About arenaflex – Transforming Hospitality Through Technology

arenaflex is the leading web‑based event management and sales platform tailored for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process so that our clients can focus on delivering unforgettable guest experiences. As a fast‑growing, innovation‑driven company, arenaflex invests heavily in its people, fostering a collaborative environment where creativity, curiosity, and continuous learning are celebrated. If you are passionate about hospitality and love solving problems with technology, you will feel right at home at arenaflex.

Why This Role Matters

Our customers rely on arenaflex to power the most critical moments of their business – from intimate private dining events to large corporate conferences. As a Customer Support Specialist, you will be the frontline advocate ensuring that every user, whether a seasoned event manager or a first‑time venue owner, experiences seamless, reliable, and delightful interactions with our platform. Your expertise will directly influence customer satisfaction, retention, and the overall reputation of arenaflex in the hospitality industry.

Position Overview

Location: Remote (United States). Candidates located near our Concord, MA office may enjoy a hybrid schedule. Initial onboarding will be conducted on‑site in Concord, followed by occasional visits for team events and training sessions.

Employment Type: Full‑time, permanent.

Department: Customer Success.

Core Responsibilities

• Communicate directly with customers via email, ticketing systems, live chat, inbound phone calls, and Zoom to research, troubleshoot, and resolve issues promptly.
• Maintain a professional, empathetic, and positive demeanor while ensuring timely resolution of customer inquiries.
• Diagnose technical problems, recommend best practices, and guide customers toward optimal use of arenaflex products.
• Design, host, and facilitate webinars and educational sessions for both new and seasoned arenaflex users.
• Serve as a liaison between customers and internal teams—including Tier 2 Support, Account Management, Finance, and Product Development—to manage escalations and keep stakeholders informed.
• Provide product expertise to teammates across departments, contributing to a culture of shared knowledge.
• Assist in the creation, refinement, and maintenance of support documentation, knowledge bases, and self‑service resources.
• Continuously deepen your understanding of arenaflex’s suite of services to deliver accurate, insightful assistance.
• Mentor and onboard new Support Specialists, helping them become effective contributors to the team.
• Participate in cross‑functional projects that improve customer experience, product usability, and internal processes.

Essential Qualifications

• 1–2 years of hands‑on customer service experience, preferably in a SaaS or technology‑focused environment.
• Exceptional written and verbal communication skills, with the ability to convey complex concepts in clear, concise language.
• Proven track record of troubleshooting technical issues and delivering effective, lasting solutions.
• Demonstrated empathy, patience, and resourcefulness when assisting customers under pressure.
• Comfortable using web‑based tools such as Zendesk, Slack, Guru, Zoom, Salesforce, and Google Workspace.
• Strong multitasking abilities—managing multiple tickets, chats, and calls simultaneously without sacrificing quality.
• Ability to thrive both independently and as part of a collaborative team, maintaining a sense of humor in fast‑paced situations.

Preferred Experience & Additional Assets

• Background in the hospitality industry (restaurants, hotels, event venues) to provide contextual insight during customer interactions.
• Experience creating and delivering webinars, training sessions, or other educational content for end‑users.
• Familiarity with hospitality‑specific terminology and workflows, such as banquet scheduling, POS integration, and event contract management.
• Exposure to data‑driven support metrics (CSAT, NPS, First‑Contact Resolution) and a desire to continuously improve those metrics.

Key Skills & Competencies

• Problem‑Solving: Ability to dissect complex issues, identify root causes, and propose actionable solutions.
• Customer‑Centric Mindset: A genuine desire to help customers succeed and a commitment to delivering “wow” experiences.
• Technical Acumen: Comfort navigating SaaS platforms, understanding API integrations, and learning new software quickly.
• Communication: Strong storytelling ability to guide users through processes, both in writing and verbally.
• Collaboration: Proactive partnership with product, engineering, and sales teams to relay feedback and drive product improvements.
• Adaptability: Flexibility to adjust priorities as business needs evolve, especially during product releases or high‑volume seasons.

Career Growth & Learning Opportunities

arenaflex is committed to the professional development of every team member. In this role, you will have access to:

• Structured mentorship programs pairing you with senior support leaders and product experts.
• Continuous learning resources, including subscriptions to industry publications, online courses, and internal knowledge‑sharing sessions.
• Opportunities to transition into specialized roles such as Customer Success Manager, Product Trainer, or Support Operations Analyst.
• Regular exposure to product roadmaps, allowing you to influence future features based on real‑world customer feedback.
• Attendance at hospitality conferences, webinars, and networking events to deepen industry expertise.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Innovation, Inclusion, and Impact. We celebrate diverse perspectives, encourage bold ideas, and recognize the tangible difference each employee makes. Remote employees enjoy a flexible schedule, while those near Concord, MA benefit from a vibrant hybrid office that hosts collaborative brainstorming sessions, team‑building activities, and occasional in‑person celebrations.

Key cultural highlights include:

• Transparent Communication: Weekly all‑hands meetings, open‑door leadership, and regular feedback loops.
• Well‑Being Focus: Mental‑health resources, virtual wellness challenges, and a supportive community that values work‑life harmony.
• Community Involvement: Volunteer days, charitable giving programs, and partnerships with local hospitality schools.
• Fun & Recognition: Monthly “Customer Hero” awards, virtual coffee chats, and a culture of celebrating wins—big and small.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures are tailored to experience and location, you can expect:

• Competitive base salary aligned with industry standards for remote customer support roles.
• Performance‑based bonuses tied to customer satisfaction and resolution metrics.
• Comprehensive medical, dental, and vision insurance with generous employer contributions.
• Company‑paid life insurance, short‑ and long‑term disability coverage.
• 401(k) retirement plan with a matching contribution to help you build long‑term financial security.
• Flexible paid time off (PTO) that you can use for vacations, personal days, or unexpected life events.
• Parental leave for new parents, including birth, adoption, or foster care.
• Pet insurance to keep your furry companions healthy and happy.
• Professional development stipend for courses, certifications, or conferences.
• Access to the latest hardware and software tools needed to excel in a remote environment.

Commitment to Diversity, Equity & Inclusion

arenaflex proudly stands as an equal‑opportunity employer. We celebrate diversity in all its forms and are dedicated to creating an inclusive workplace where every individual—regardless of race, color, ethnicity, religion, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic—feels valued and empowered to thrive.

How to Apply

If you are ready to bring your passion for hospitality, technical aptitude, and customer‑centric mindset to a dynamic, forward‑thinking team, we want to hear from you. Click the link below to submit your application, resume, and a brief cover letter highlighting why you are the perfect fit for arenaflex.

Apply Job!

Join arenaflex and Make an Impact

At arenaflex, you will not only support customers—you will help shape the future of hospitality technology. Your contributions will be recognized, your growth will be nurtured, and your voice will be heard. Take the next step in your career and become part of a team that is redefining how events are planned, executed, and celebrated worldwide.