Customer Support Representative – Technical & Billing Assistance for arenaflex Family Management Platform

About arenaflex

arenaflex is a leading technology company dedicated to empowering families to thrive in every stage of life. By uniting three of the most trusted family‑management brands under one umbrella, arenaflex delivers a comprehensive suite of tools that help parents, caregivers, and family‑law professionals coordinate schedules, share important documents, manage finances, and communicate effortlessly. With millions of active users across North America and Europe, arenaflex’s platforms are recognized for their reliability, intuitive design, and commitment to fostering healthier family dynamics.

Our mission is simple yet powerful: create safe, organized, and collaborative environments where families can focus on what truly matters—relationships, growth, and well‑being. As part of a fast‑growing organization that recently secured a strategic investment, arenaflex is poised to expand its reach, innovate its product roadmap, and deepen its impact on families worldwide.

Why Join arenaflex?

Joining arenaflex means becoming part of a purpose‑driven team that values curiosity, humility, and continuous improvement. You’ll work alongside passionate professionals who are committed to delivering exceptional experiences to millions of families. Whether you’re looking to sharpen your technical support skills, deepen your understanding of family‑focused SaaS products, or contribute to a culture that celebrates diversity and flexibility, arenaflex offers a platform for personal and professional growth.

• Mission‑First Culture: Every line of code, every support ticket, and every product enhancement is guided by the goal of helping families thrive.
• Innovative Environment: We invest heavily in product development, data‑driven decision making, and cutting‑edge technologies.
• Flexible Work Model: Remote‑first philosophy with the freedom to work from anywhere, complemented by occasional in‑person meet‑ups.
• Competitive Benefits: Comprehensive medical coverage, generous retirement matching, paid parental leave, and a robust learning stipend.

Key Responsibilities

As a Customer Support Representative at arenaflex, you will be the frontline champion for our users, ensuring they receive prompt, courteous, and effective assistance across technical, account, and billing domains. Your day‑to‑day activities will include:

• Providing tier‑1 and tier‑2 technical support for the arenaflex mobile app (iOS & Android) and the arenaflex.com web platform.
• Resolving billing inquiries, subscription adjustments, and payment disputes with accuracy and empathy.
• Responding to customer communications via phone, email, and live chat during core support hours (8 am – 6 pm CT) and handling email‑only coverage on weekends and holidays.
• Diagnosing, documenting, and escalating technical glitches using error‑reporting tools such as JIRA, while ensuring clear communication of status updates to customers.
• Educating users on product features, best practices, and new releases to maximize adoption and satisfaction.
• Maintaining an up‑to‑date knowledge base of arenaflex products, policies, and promotional offers.
• Collaborating closely with product, engineering, and quality assurance teams to relay customer feedback and influence roadmap priorities.
• Identifying opportunities to recommend additional arenaflex services that align with a customer’s unique family management needs.
• Tracking key performance metrics (e.g., first‑contact resolution, CSAT scores) and contributing to continuous‑improvement initiatives.

Essential Qualifications

We are looking for candidates who bring a blend of technical aptitude, strong communication skills, and a genuine passion for helping families. The following qualifications are essential for success in this role:

• Technical Proficiency: Demonstrated ability to navigate web, Android, and iOS platforms; comfortable troubleshooting connectivity, login, and synchronization issues.
• Communication Excellence: Exceptional written and verbal communication skills, with a keen eye for grammar and the ability to convey complex concepts in simple terms.
• Customer‑Centric Mindset: Proven track record of delivering empathetic, solution‑focused support in fast‑paced environments.
• Problem‑Solving Ability: Critical thinker who can break down ambiguous problems, prioritize actions, and drive resolutions efficiently.
• Collaboration Skills: Experience working cross‑functionally with product, engineering, and operations teams to resolve issues and share insights.
• Self‑Motivation: Ability to work independently, manage time effectively, and take ownership of tasks from inception to closure.

Preferred Qualifications & Additional Assets

• Bachelor’s degree or equivalent professional experience in a related field.
• Prior experience in SaaS customer support, especially within family‑oriented or consumer‑focused applications.
• Familiarity with ticketing platforms such as Zendesk or similar tools.
• Experience using JIRA or other issue‑tracking systems for bug reporting and feature requests.
• Knowledge of the family law ecosystem, including common terminology and stakeholder needs.
• Multilingual abilities or experience supporting users in multiple languages, reflecting arenaflex’s global user base.

Core Skills & Competencies

• Technical Literacy: Proficiency with Microsoft Office Suite, web browsers, and mobile operating systems.
• Active Listening: Ability to hear underlying concerns, ask clarifying questions, and respond with tailored solutions.
• Empathy & Patience: Demonstrated capacity to remain calm and supportive, especially when handling frustrated or distressed users.
• Organizational Acumen: Strong attention to detail when documenting interactions, updating knowledge bases, and following SOPs.
• Adaptability: Comfort with shifting priorities, new product releases, and evolving support processes.
• Data‑Driven Insight: Ability to interpret support metrics and use them to recommend process improvements.

Career Growth & Learning Opportunities

arenaflex invests heavily in the development of its people. As a Customer Support Representative, you will have access to:

• Structured onboarding programs that cover product deep‑dives, support tools, and company culture.
• Ongoing training workshops on advanced troubleshooting, communication techniques, and conflict resolution.
• Mentorship from senior support engineers and product managers to accelerate skill acquisition.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Customer Success Manager, or Product Analyst.
• Annual learning & development stipend to pursue certifications, conferences, or relevant coursework.

Compensation, Perks & Benefits

While specific salary ranges are tailored to experience and location, arenaflex offers a competitive total rewards package that includes:

• Health & Wellness: 100% premium coverage for employees and their families, including medical, dental, and vision plans.
• Retirement Savings: 401(k) plan with up to a 4% company match and immediate vesting.
• Paid Time Off: 12 weeks of paid parental leave for new parents, plus 12 company holidays, a dedicated winter break, and additional “You Days” for personal recharge.
• Flexible Work Arrangements: Remote‑first policy, allowing you to work from anywhere while staying connected to a supportive team.
• Professional Development: Annual stipend for learning resources, certifications, and conference attendance.
• Employee Assistance Programs: Confidential counseling, wellness resources, and community engagement initiatives.

Work Environment & Culture at arenaflex

arenaflex prides itself on a collaborative, inclusive, and growth‑oriented culture. Our core values shape everything we do:

• Curiosity: We encourage continuous learning and the exploration of new ideas.
• Humility: Every voice matters, and we celebrate collective achievements over individual ego.
• Hard Work: We set ambitious goals and support each other in delivering high‑quality outcomes.
• Collaboration: Cross‑functional teamwork is the engine that drives product excellence and customer satisfaction.

Our remote‑first environment is complemented by regular virtual coffee chats, team‑building events, and optional in‑person gatherings to foster connection and camaraderie.

How to Apply

If you are passionate about helping families navigate the complexities of modern life, thrive in a dynamic support role, and want to grow with a mission‑driven technology leader, we would love to hear from you. Submit your application today and become a vital part of the arenaflex family.

Apply Now

Equal Opportunity Statement

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.