Remote Night Shift Customer Support Agent – arenaflex Travel Management Platform (English, 24/7)

About arenaflex – Pioneering the Future of Business Travel

arenaflex is on a bold mission to empower one billion business travelers to effortlessly plan, modify, and manage their trips through cutting‑edge automation. As a fast‑growing, technology‑driven company, we blend deep industry expertise with innovative software solutions to transform the way organizations handle travel logistics. Our platform integrates seamlessly with global distribution systems, AI‑powered recommendation engines, and real‑time data feeds, delivering a frictionless experience for both travel managers and end‑users.

Our culture is built on collaboration, curiosity, and a relentless focus on customer success. Whether you’re joining from a bustling city or a quiet home office, you’ll be part of a diverse, multicultural team that values every voice and encourages continuous learning. At arenaflex, you’ll have the chance to make a tangible impact on a product used by thousands of enterprises worldwide, while enjoying the flexibility of a fully remote work model.

Position Overview – Remote Night Shift Customer Support Agent

We are seeking an enthusiastic, detail‑oriented Customer Support Agent to join arenaflex’s 24/7 support team. This role is fully remote, allowing you to work from anywhere in the United States (or any time zone that aligns with the required shift). You will be the frontline champion for our clients, handling reservation inquiries, ticket re‑issues, refunds, and ancillary services through chat, email, and our Help Center portal. Your expertise with Galileo and Amadeus GDS platforms will be essential in delivering swift, accurate, and courteous assistance.

The position is contracted at 40 hours per week, with a night‑shift schedule of 15:30 – 24:00 CET (Tuesday‑Saturday or Sunday‑Thursday), plus a flexible one‑hour margin to accommodate personal commitments. This structure provides a unique blend of stability and adaptability, perfect for professionals who thrive in dynamic, globally‑oriented environments.

Key Responsibilities

• Provide high‑quality, English‑language support to arenaflex’s corporate clients via live chat, email, and the Help Center portal.
• Utilise Galileo and Amadeus systems to create, modify, and cancel reservations, including the addition of ancillaries such as seat selection, baggage, and travel insurance.
• Process ticket refunds and re‑issue itineraries promptly, ensuring compliance with airline policies and client expectations.
• Collaborate closely with cross‑functional teams—including product, operations, and finance—to resolve complex issues and improve overall service delivery.
• Maintain up‑to‑date knowledge of industry regulations, airline fare rules, and arenaflex’s evolving platform features.
• Document interactions accurately in the ticketing system, contributing to a knowledge base that supports continuous improvement.
• Identify recurring pain points and share actionable insights with the product team to influence roadmap priorities.
• Participate in regular training sessions, webinars, and peer‑learning circles to sharpen technical and soft skills.

Essential Qualifications

• Minimum of 2 years hands‑on experience operating the Galileo or Amadeus global distribution systems.
• Demonstrated recent experience (within the last 6 months) in re‑issuing tickets and processing refunds using Galileo and/or Amadeus; older experience will not be considered.
• Fluent spoken and written English with exceptional communication abilities, especially in a chat‑based environment.
• Strong attention to detail, accuracy, and the ability to follow complex procedural guidelines.
• Proven track record of thriving in a remote, night‑shift setting while maintaining high productivity and morale.
• Team‑player mindset with a collaborative approach to problem‑solving and knowledge sharing.
• Demonstrated willingness to learn new tools, processes, and industry trends quickly.

Preferred Qualifications & Additional Skills

• Experience with other GDS platforms (e.g., Sabre, Worldspan) or travel‑booking APIs.
• Familiarity with CRM or ticketing tools such as Zendesk, Freshdesk, or ServiceNow.
• Basic understanding of airline fare construction, fare rules, and ancillary revenue streams.
• Prior exposure to SaaS‑based travel management solutions or B2B travel technology.
• Certification in customer service excellence (e.g., HDI, ITIL) or related fields.
• Ability to work independently, prioritize tasks, and meet service level agreements (SLAs) consistently.

Core Competencies for Success

• Communication Excellence: Clear, concise, and empathetic interaction with clients across multiple channels.
• Technical Proficiency: Mastery of Galileo and Amadeus, with the ability to troubleshoot and resolve booking anomalies.
• Problem‑Solving Acumen: Quick identification of root causes and delivery of effective, client‑focused solutions.
• Adaptability: Comfort with shifting priorities, evolving product features, and a 24/7 support cadence.
• Time Management: Efficient handling of high‑volume inquiries while maintaining quality standards.
• Team Collaboration: Active participation in knowledge‑sharing forums and willingness to mentor newer teammates.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its remote workforce. As a Customer Support Agent, you will have access to:

• Structured onboarding programs that cover GDS mastery, arenaflex platform navigation, and best‑practice support techniques.
• Monthly skill‑enhancement workshops led by senior product managers, data analysts, and industry experts.
• Mentorship pathways that can guide you toward senior support roles, team lead positions, or specialized functions such as Quality Assurance, Training, or Product Operations.
• Opportunities to contribute to process‑improvement initiatives, giving you visibility across the organization and a chance to influence strategic decisions.
• Access to a digital library of travel‑industry certifications, webinars, and conference tickets, fully reimbursed by arenaflex.

Work Environment & Culture at arenaflex

Our remote‑first philosophy means you’ll enjoy a flexible schedule, a supportive virtual office, and a culture that celebrates diversity. Key aspects of our environment include:

• Inclusive Community: Employees from over 30 countries collaborate daily, bringing a wealth of perspectives and cultural insights.
• Transparent Communication: Regular all‑hands meetings, open‑door policies with leadership, and real‑time chat channels keep everyone aligned.
• Well‑Being Focus: Mental‑health resources, virtual fitness classes, and a generous paid‑time‑off policy help you maintain a healthy work‑life balance.
• Recognition Programs: Monthly awards, peer‑nominated accolades, and performance bonuses celebrate individual and team achievements.
• Technology Stack: State‑of‑the‑art collaboration tools (Slack, Microsoft Teams, Zoom) and secure VPN access ensure you’re equipped to succeed.

Compensation, Perks & Benefits

While the role is contracted, arenaflex offers a competitive remuneration package designed to attract top talent:

• Monthly contractor compensation up to €2,000, paid promptly via direct deposit.
• Performance‑based bonuses tied to service‑level achievements and customer satisfaction scores.
• Professional development stipend for certifications, courses, or industry conferences.
• Home‑office allowance covering ergonomic equipment, high‑speed internet, and office supplies.
• Access to a global health insurance plan (optional for contractors) and wellness resources.
• Flexible scheduling within the defined night‑shift window, allowing you to balance personal commitments.

How to Apply – Join the arenaflex Team Today

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced, technology‑driven environment, and meet the qualifications outlined above, we want to hear from you. To apply, submit your up‑to‑date resume in English through the link below. Our recruitment team will review your application promptly and reach out to schedule a virtual interview.

Apply Now – Become a Part of arenaflex’s Global Support Force!

Closing Statement

At arenaflex, every interaction you have with a client contributes to a larger vision of simplifying business travel worldwide. By joining our night‑shift support team, you’ll not only advance your career but also play a pivotal role in shaping the future of travel technology. Take the next step in your professional journey—apply today and help us deliver world‑class service to travelers around the globe.