Remote Customer Support Associate – Bilingual Spanish/English | Mobile Lottery Platform | $28/hr | Flexible Evening & Overnight Shifts

Join arenaflex and Help Shape the Future of Digital Lottery Experiences

arenaflex is at the forefront of revolutionizing one of the oldest and most beloved forms of entertainment — the lottery. As a pioneer in mobile lottery technology, arenaflex offers players across the United States a secure, convenient, and modern way to participate in official state lottery games including Powerball, Mega Millions, and dozens of other draw games. Our platform transforms the traditional lottery experience by bringing it directly to users' smartphones, eliminating long lines, lost tickets, and uncertainty. With the global lottery market valued at over $300 billion, arenaflex is leading the charge to modernize this massive industry through innovation, accessibility, and responsible play.

We believe that playing the lottery should be fun, simple, and stress-free — whether you're a tech-savvy millennial or a first-time player discovering the convenience of mobile gaming. Our team is passionate about building a product that everyone, from seasoned players to grandma, can enjoy with confidence. We are looking for dedicated, empathetic, and skilled customer support professionals to join our growing remote team and help us deliver exceptional experiences to every customer who interacts with our platform.

About the Role

As a Customer Support Associate at arenaflex, you will be the voice and heart of our brand. You will serve as an expert resource for thousands of end users who rely on our platform for their lottery gaming needs. Every day, you will have the opportunity to make a meaningful impact by helping customers navigate their experiences, resolve concerns, and feel confident about their interactions with arenaflex. This is not just a support role — it's a chance to be part of a team that genuinely cares about customer satisfaction and is committed to building lasting trust with our community.

In this fully remote position, you will handle a high volume of customer inquiries across multiple channels, including phone, voicemail, in-app messaging, web chat, email, and social media platforms. You will work with cutting-edge customer support tools and collaborate with internal teams and external partners to solve complex issues, all while maintaining the friendly, professional demeanor that defines the arenaflex experience.

Key Responsibilities

• Multi-Channel Customer Support: Respond promptly and professionally to customer inquiries and support requests across phone, email, in-app messaging, web chat, voicemail, and social media channels, ensuring that each interaction reflects arenaflex's commitment to outstanding service.
• Issue Resolution: Take ownership of customer concerns from initial contact through resolution, working diligently to ensure that every user's needs are met and their issues are resolved efficiently and satisfactorily.
• Identity Verification and Compliance: Manage customer identity verification processes in compliance with regulatory requirements, ensuring that all players meet age and identity standards required for legal lottery participation.
• Payment Processing Support: Handle ACH requests, credit card transactions, chargebacks, and payment disputes with accuracy and care, working closely with our payments team to resolve financial inquiries.
• Operational Functions: Perform day-to-day operational tasks that keep the platform running smoothly, including account management, ticket purchase verification, prize claim assistance, and general customer account maintenance.
• Cross-Functional Collaboration: Partner with internal departments such as Product, Engineering, Compliance, Legal, and Marketing, as well as external third-party partners, to investigate and resolve complex customer issues that require specialized expertise.
• Social Media Engagement: Monitor and respond to customer interactions on social media platforms and app store reviews, maintaining a positive brand presence and addressing concerns in a timely, professional manner.
• Product Expertise: Continuously build and maintain expert-level knowledge of arenaflex's products, features, policies, and industry developments to provide accurate, helpful information to customers.
• Feedback Collection: Identify recurring customer pain points and share actionable insights with the broader team to help improve products, processes, and the overall customer experience.
• Documentation: Maintain detailed and accurate records of customer interactions, transactions, and resolutions in our support platform to ensure continuity and quality of service.

Essential Qualifications

• High-Volume Support Experience: Demonstrated success in a high-volume B2C (business-to-consumer) customer support environment, preferably in a fast-paced digital or technology-focused company.
• Customer Support Platform Proficiency: Hands-on experience with modern customer support platforms such as Helpshift, Zendesk, Freshdesk, Intercom, or similar tools used to manage tickets, chats, and customer interactions.
• Exceptional Communication Skills: Outstanding verbal and written communication abilities, with a talent for explaining complex information in a clear, friendly, and patient manner.
• Bilingual Fluency: Full professional proficiency in both English and Spanish (written and verbal) is required for this role, as you will regularly assist Spanish-speaking customers.
• Social Media Savvy: Experience communicating with customers through social media channels, app store reviews, and other public-facing platforms, with an understanding of brand voice and tone.
• Payment Systems Knowledge: Familiarity with payment processing systems, including ACH transfers, credit card transactions, chargebacks, and general dispute resolution processes.
• Flexible Availability: Willingness and ability to work flexible hours, including evenings, overnight shifts, weekends, and holidays, as our customer support team operates across extended hours to serve customers nationwide.

Preferred Qualifications

• Prior experience in the gaming, lottery, fintech, or e-commerce industries
• Understanding of KYC (Know Your Customer) and AML (Anti-Money Laundering) compliance procedures
• Experience working in a fully remote or distributed team environment
• Familiarity with responsible gaming principles and player protection best practices
• Comfort with technology and the ability to quickly learn new software tools and platforms
• Previous experience handling sensitive customer information with discretion and professionalism

Skills and Competencies for Success

• Empathy and Patience: A genuine desire to help people and the ability to remain calm and compassionate when dealing with frustrated or confused customers.
• Problem-Solving Mindset: Strong analytical and critical thinking skills with the ability to assess situations, identify root causes, and develop effective solutions quickly.
• Adaptability: The capacity to thrive in a dynamic, fast-paced environment where priorities can shift and new challenges arise daily.
• Attention to Detail: Meticulous accuracy when handling financial transactions, personal information, and regulatory documentation.
• Team Collaboration: A collaborative spirit and the ability to work effectively with diverse teams across the organization.
• Time Management: Excellent organizational skills and the ability to manage multiple customer interactions simultaneously while maintaining high quality standards.
• Resilience: The ability to handle difficult conversations and challenging situations with professionalism and a solutions-oriented approach.

Compensation and Benefits

arenaflex is proud to offer a competitive starting rate of $28 per hour for this position. This is a part-time, non-exempt role eligible for overtime pay in accordance with FLSA requirements. We believe in compensating our team members fairly for their valuable contributions and commitment to delivering exceptional customer experiences.

As a member of the arenaflex team, you will also enjoy:

• Fully Remote Work: The flexibility to work from the comfort of your own home anywhere in the United States, with all necessary equipment provided.
• Flexible Scheduling: Opportunities to work shifts that fit your lifestyle, including evening and overnight hours that may suit students, parents, or those with second jobs.
• Comprehensive Training: Thorough onboarding and ongoing training programs to help you build expertise in our products, systems, and customer service best practices.
• Career Development: Access to professional growth opportunities within a rapidly expanding company at the intersection of technology, entertainment, and gaming.
• Supportive Team Culture: A welcoming, inclusive environment where every team member's contributions are valued and recognized.
• Health and Wellness Resources: Access to wellness programs and resources designed to support your overall well-being.
• Employee Assistance Program: Confidential support services for personal and professional challenges.

Our Culture and Values

At arenaflex, we believe that our people are our greatest asset. We are committed to fostering a diverse, equitable, and inclusive workplace where every team member feels valued, respected, and empowered to do their best work. We celebrate the unique perspectives and backgrounds that each individual brings to our team, and we actively work to create an environment where everyone can thrive.

We are an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law. arenaflex is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

Our team operates with a shared passion for innovation, customer obsession, and responsible gaming. We are building something special at arenaflex, and we want you to be part of it. Whether you're helping a customer claim their first prize or resolving a complex payment issue, your work at arenaflex will directly contribute to creating joyful, memorable experiences for our players.

Why Work in Customer Support at arenaflex?

Customer support at arenaflex is more than just answering questions — it's about creating moments of delight for our users and building trust in a brand that is transforming an entire industry. When you join our support team, you become an integral part of the customer journey, helping to ensure that every interaction with arenaflex is positive, helpful, and rewarding.

You'll have the opportunity to:

• Develop deep expertise in a unique and exciting product category
• Work with a diverse customer base across the United States
• Collaborate with talented professionals across multiple departments
• Build skills in conflict resolution, payment systems, and regulatory compliance
• Be part of a company that values innovation, integrity, and impact
• Enjoy the flexibility and autonomy that comes with remote work

How to Apply

If you're a passionate customer service professional who thrives in a fast-paced, customer-focused environment, we want to hear from you. This is your opportunity to join a dynamic, innovative company that is reshaping the lottery industry while enjoying the flexibility of remote work and the satisfaction of making a real difference in customers' lives every day.

Don't miss this chance to become part of the arenaflex story. Apply today and take the next step in your customer support career with a company that truly values its team members and is committed to creating exceptional experiences — for customers and employees alike.

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to providing reasonable accommodations for individuals with disabilities. To request an accommodation, please contact our HR team.