Bilingual Customer Support Specialist – Remote SaaS Help Desk | Childcare Technology | arenaflex

About arenaflex: Where Purpose Meets Innovation in Childcare Technology

arenaflex is a recognized leader in delivering cloud-based software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers across the United States. Our cutting-edge platforms are purpose-built to empower the publicly funded child care sector, helping hundreds of agencies streamline their operations, maintain full compliance with government regulations, and ultimately deliver better outcomes for the families they serve.

At arenaflex, we believe that every family—regardless of income level—deserves access to high-quality child care. That vision drives everything we do, from the products we build to the way we support the professionals who use them. Our cloud-based and mobile-accessible applications are developed and maintained by a team of dedicated industry experts who understand the unique challenges facing child care administrators, subsidy program managers, and early childhood educators.

When you join arenaflex, you become part of a mission-driven organization where your day-to-day work has real impact. You will support the people who make quality child care possible for families nationwide, while working in a fully remote role that respects your flexibility and work-life balance.

Position Overview: Bilingual Customer Support Specialist

We are hiring a Bilingual Customer Support Specialist to join our dynamic, fully remote support team. This is an exciting opportunity for a customer-focused professional who thrives in a fast-paced environment and is passionate about delivering exceptional first-line client service and technical support. The successful candidate will serve as a trusted partner to our clients—state agencies, child care providers, and Head Start programs—providing assistance through telephone, email, chat, and personal interaction.

Currently, we are exclusively considering bilingual candidates for this role. As business needs evolve, we may expand the candidate pool; however, bilingual communication skills—both written and verbal—remain essential for this position.

Our Support Center operates from 7:00 AM to 1:00 AM Eastern Standard Time, and we are looking to fill multiple shifts within this window to ensure our clients always have access to knowledgeable, friendly support.

Key Responsibilities

• Answer inbound telephone calls, emails, and live chat messages promptly and professionally in a high-volume, fast-paced call center environment.
• Accurately document and process customer claims, issues, and inquiries in appropriate internal systems and ticketing platforms.
• Follow all required scripts, policies, and procedures to maintain consistency and quality of service.
• Comply fully with requirements surrounding confidential information, personally identifiable information (PII), and protected health information.
• Appropriately escalate customer issues to management or specialized teams when needed, ensuring timely resolution and customer satisfaction.
• Effectively utilize the internal knowledge base, training materials, and product documentation to answer customer questions accurately and thoroughly.
• Deliver telephone support with a polite, professional, and empathetic tone, ensuring first-call resolution whenever possible.
• Train end-users on how to navigate and use arenaflex software products and systems, empowering clients to become self-sufficient.
• Help meet and exceed customer Service Level Agreements (SLAs) and performance metrics.
• Attend team meetings, training sessions, and ongoing learning opportunities to stay current on product updates, new features, and process changes.
• Ensure first-call resolution through strong problem-solving skills, effective call handling, and resourcefulness.
• Occasional travel may be required for industry conferences or to visit customer sites.
• Occasional on-call duties, overtime evening hours, and weekend hours may be required depending on the evolving needs of our clients.
• Maintain a dedicated home office space that is free from noise and interruptions, as this position is fully remote.

Essential Qualifications

• Bilingual proficiency in written and verbal communication is required.
• Experience working in a support center environment, preferably within a SaaS organization.
• Prior experience within the child care industry is highly preferred; experience within a subsidized child care program is a strong plus.
• Experience using arenaflex software products is a significant advantage.
• Strong interpersonal skills with excellent writing and verbal communication abilities.
• Outstanding troubleshooting and problem-solving skills are vital to success in this role.
• A collaborative team player who thrives in a supportive, mission-driven environment.
• Education and experience in customer handling, customer service, or client relations are highly desirable.
• Hands-on experience with Customer Relationship Management (CRM) platforms.
• Proficiency with Microsoft Word, Outlook, and Excel is required.
• The ability and willingness to travel locally or nationally for up to one week at a time when required.

Preferred Qualifications

• Three or more years of on-the-job experience in technical writing, training, education, or a related field.
• Prior exposure to government-funded programs, public sector clients, or regulatory compliance environments.
• Demonstrated ability to learn complex software platforms quickly and translate technical information for non-technical audiences.

Skills and Competencies for Success

To excel as a Customer Support Specialist at arenaflex, you will bring a balanced mix of technical aptitude, customer empathy, and communication excellence. You have a knack for listening carefully, asking the right questions, and uncovering the root cause of a customer's challenge. You are detail-oriented and committed to accurate documentation, and you take pride in resolving issues completely on the first interaction. You remain calm under pressure, adapt quickly to changing priorities, and treat every client interaction as an opportunity to build a long-term relationship. Above all, you genuinely care about helping the people who serve families and children, and you bring that sense of purpose to your work every day.

Career Growth and Learning Opportunities

At arenaflex, we believe that great support professionals are the backbone of our business—and we invest accordingly. When you join our team, you will benefit from a structured onboarding experience, ongoing training on our suite of products, and continuous learning opportunities designed to help you grow your technical expertise, communication skills, and understanding of the child care industry. As you develop, you will have the chance to explore career pathways into senior support roles, training and enablement, quality assurance, product specialization, or customer success management. Many of our current leaders started in support roles just like this one.

Work Environment and Company Culture

arenaflex offers a friendly, supportive, and adventurous environment populated by a team of engaged colleagues who share a common mission: enabling and improving the child care industry for all families. We embrace a remote-first culture that empowers you to do your best work from anywhere in the United States, while still feeling connected to your teammates through regular virtual collaboration, team-building events, and open communication channels. We value curiosity, kindness, accountability, and a relentless focus on our clients. You will be surrounded by professionals who care deeply about their craft and who support one another in achieving shared goals.

Compensation, Perks, and Benefits

• The ability to work remotely from anywhere in the United States.
• Starting pay of $20 per hour, with consideration given to experience and qualifications.
• Comprehensive benefits package including health, vision, and dental insurance, beginning the first of the month after your start date.
• 401(k) retirement plan with a generous company match to help you plan for your future.
• Paid company holidays and generous paid time off (PTO) to support your well-being and personal life.
• Opportunities for professional development, conference attendance, and continuous learning.

Equal Opportunity and Inclusion

arenaflex actively embraces diversity and equal opportunity in a meaningful way. We are 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.

Employment Eligibility

All persons hired will be required to verify their identity and eligibility to work in the United States (without sponsorship) and to complete the required employment eligibility verification form upon hire. In addition, arenaflex's COVID-19 policy requires all non-remote employees to be fully vaccinated against COVID-19, excluding any approved exemptions, such as for a medical condition or a sincerely held religious belief.

Join arenaflex and Make a Difference Every Day

If you are a bilingual, customer-obsessed professional who wants to do meaningful work in a flexible, remote environment, we would love to hear from you. As a Customer Support Specialist at arenaflex, you will be the voice and the trusted guide that helps state agencies, Head Start programs, and child care providers deliver on their vital mission—because the families they serve deserve nothing less. Bring your bilingual skills, your technical curiosity, and your passion for helping others, and join a team that is reshaping how technology supports the child care industry. Apply today and start your next chapter with arenaflex.