Remote Customer Support Associate – Manufacturing Tech SaaS Platform | Tier 1 Customer Experience & Technical Escalation Specialist
Join arenaflex: Where Customer Obsession Meets Manufacturing Innovation
arenaflex is a fast-growing, venture-backed technology company on a mission to transform how the manufacturing industry operates. Headquartered in the heart of Chicago’s vibrant River West neighborhood, arenaflex has built a simple yet powerful SaaS platform that empowers manufacturers to slash operational costs, gain unprecedented visibility across their production processes, and drive measurable efficiency from the shop floor to the executive suite. Following a successful Series A funding round, arenaflex is entering an exciting hyper-growth phase and is actively scaling every department to support an expanding customer base that spans the industrial landscape.
We are not building just another enterprise software tool. We are reimagining an industry that has been underserved by clunky, outdated, and poorly designed sales and operational platforms for far too long. At arenaflex, we see our customers as long-term partners, not transactional revenue sources. Every feature we ship, every support ticket we resolve, and every customer interaction we have is shaped by this philosophy. We detest the status quo, and we are assembling a team of passionate, talented, and mission-driven individuals who feel the same way.
If you are a customer support professional who thrives in fast-paced environments, loves solving complex problems, and wants to play a foundational role in scaling a category-defining company, we want to hear from you.
The Opportunity: Remote Customer Support Associate
arenaflex is hiring a full-time Customer Support Associate to join our growing, cross-functional team. This is a remote-first opportunity based in the United States, with optional access to co-working spaces in downtown Chicago or Charlotte for those who enjoy a hybrid setup. You will serve as a critical first line of contact for our expanding roster of manufacturing customers, helping them unlock the full potential of the arenaflex platform while partnering closely with our Engineering and Customer Success teams to deliver a best-in-class support experience.
Reporting into our Customer Experience leadership, you will own the end-to-end lifecycle of customer inquiries—from initial triage and resolution to escalation and root-cause investigation. You will not just answer questions; you will help shape how arenaflex supports, educates, and partners with the manufacturers who rely on our platform every single day. Because we are a Series A startup, your contributions will have an outsized impact from day one. You will not be a small cog in a giant machine—you will be a key builder shaping the foundation of a company poised to define the future of industrial software.
Key Responsibilities
As a Customer Support Associate at arenaflex, your day-to-day work will be dynamic, varied, and deeply rewarding. Your core responsibilities will include:
- Customer Inquiry Management: Serve as the primary point of contact for inbound customer questions, requests, and concerns received through email and our HubSpot-powered support portal. Respond with empathy, accuracy, and urgency, consistently meeting or exceeding service-level expectations.
- Cross-Functional Collaboration: Work hand-in-hand with our internal Sales, Customer Success, and Engineering teams to ensure both prospective pilot customers and existing accounts receive seamless, coordinated support throughout their journey with arenaflex.
- Issue Escalation & Bug Investigation: Organize, document, and escalate customer-reported issues to the Engineering team in a structured, actionable format. Participate in root-cause investigations and follow up proactively with customers as issues progress toward resolution.
- Product Education & Enablement: Help answer detailed product questions and proactively educate our customer base on platform features, best practices, and workflows that drive measurable value for their manufacturing operations.
- Internal Process Management: Use Notion and other internal tools to document support processes, maintain a knowledge base, track recurring issues, and surface insights that inform product improvements.
- Customer Voice Advocacy: Capture and synthesize feedback from the field, identifying patterns and themes that the broader organization should hear. Be a vocal advocate for the customer in product conversations.
- Continuous Improvement: Identify opportunities to streamline support workflows, reduce response times, and elevate the overall quality of the customer experience at arenaflex.
What We’re Looking For: Qualifications & Experience
While no single candidate will check every box, the ideal Customer Support Associate at arenaflex will bring a blend of skills, experiences, and personal attributes that allow them to thrive in our fast-moving environment.
Essential Qualifications
- Customer Service Experience: Prior experience working in a customer-facing support role—ideally within a SaaS, technology, or B2B environment. You understand the rhythm of managing multiple customer interactions, prioritizing competing demands, and delivering consistent quality.
- Strong Problem-Solving Skills: A demonstrated ability to distill clear, actionable solutions from a wide range of inputs—including customer descriptions, internal documentation, engineering insights, and historical context. You are naturally curious and relentless in pursuit of answers.
- Rapid Learner: The ability to learn new systems, tools, and processes quickly. arenaflex moves fast, and the platform continues to evolve. You should be energized by learning rather than intimidated by it.
- Exceptional Communication Skills: Outstanding written and verbal communication abilities. You know how to translate complex technical concepts into clear, friendly, and digestible language for non-technical manufacturing customers.
- Organizational Discipline: Strong note-taking habits, meticulous documentation skills, and a structured approach to managing multiple open tickets, follow-ups, and escalations simultaneously.
- US-Based: Candidates must be based in the United States and authorized to work without sponsorship.
Preferred Qualifications
- Experience with HubSpot Service Hub, Notion, Intercom, Zendesk, or similar customer support platforms.
- Familiarity with manufacturing, supply chain, logistics, or industrial operations (a plus, but not required—we will teach you the industry).
- Prior experience supporting pilot programs, onboarding new customers, or working in an early-stage startup environment.
- Exposure to working closely with engineering or product teams on technical escalations.
Personal Attributes That Will Make You Successful
- You genuinely enjoy interacting with people—on the phone, over email, and through written channels.
- You are calm under pressure, able to manage multiple priorities, and thrive in fast-paced environments.
- You are a hands-on doer—no task is too small or too large, and you take ownership from start to finish.
- You are a collaborator by default and would rather work with others than in isolation.
- You are motivated by impact, not just activity. You care about outcomes for the customer and the business.
Why You’ll Love Working at arenaflex
At arenaflex, we believe that the people who build the company are the company. Here’s what makes our culture distinct:
- Founders-Mentality Impact: As a Series A funded startup, every team member is critical. The work you do will directly influence the trajectory of the business—immediately and visibly.
- Cross-Functional Collaboration: We are a tight-knit, cross-functional team that thrives on collaboration. Sales, Engineering, Customer Success, and Product work shoulder-to-shoulder, with no silos and no ego.
- A Massive Vision: Our ambition is enormous. We have the team, the technology, the customer base, and now the capital to support aggressive growth—and you can help shape the journey.
- World-Class Talent: arenaflex is home to an insanely talented team—each person operating at the top of their field. You will be surrounded by people who raise your game.
- Marathon, Not a Sprint: We believe building a great company is a marathon. We actively support a balanced life, sustainable pace, and long-term thinking over short-term heroics.
- Freedom & Trust: You will learn a tremendous amount in a short period of time. We trust you to operate with autonomy in achieving your mission.
- Customer-Centric Philosophy: We don’t see customers as “cash cows”—we see them as long-term partners in our mission to make the manufacturing industry succeed.
Why This Role Might Not Be a Fit
Transparency matters. This role is not for everyone. It might not be the right opportunity if:
- You do not enjoy interacting with people—this is a customer-facing role that requires you to take customer calls and triage work with your internal team.
- You are unorganized, a poor note-taker, or struggle to communicate clearly in writing.
- You are easily stressed or unaccustomed to fast-paced, high-growth environments.
- You prefer to work in silos rather than collaborate across teams.
- You are not a hands-on individual motivated to get things done quickly—no task is too small or too large for this role.
Compensation, Benefits & Perks
arenaflex offers a competitive compensation and benefits package designed to attract, retain, and reward top talent.
- Base Salary: $40,000–$50,000 annually, depending on experience and qualifications.
- Unlimited PTO (with a 2-week minimum): We value work-life balance and want every team member to feel supported, restored, and ready to take on the day. Family and health come first at arenaflex.
- Flexible Location: Work fully remote from anywhere in the US, or go hybrid with access to co-working spaces in downtown Chicago or Charlotte.
- Flexible Work Schedule: We focus on outcomes, not hours. Manage your time in a way that maximizes your productivity and well-being.
- 401(k) Plan: Build long-term financial security with our retirement savings program.
- Health Insurance: Comprehensive medical, vision, and dental coverage.
- Growth & Learning: As an early team member, you will have direct access to senior leaders, cross-functional projects, and the opportunity to grow into expanded roles as the company scales.
Your Next Step
If this role feels like a fit, we would love to learn more about your experience, your goals, and what drives you. arenaflex is more than a workplace—it is a community of builders, problem-solvers, and customer advocates who are reshaping an industry that desperately needs reimagining. We are looking for people who bring both skill and soul to their craft, who are energized by challenge, and who want their work to matter.
Don’t just take a job. Take a mission. Join arenaflex today and help us build the future of manufacturing technology—one customer, one conversation, and one breakthrough at a time.