Customer Support Specialist – arenaflex SaaS Platform, Email & Integration Configuration, Remote Contract (6‑Month)

About arenaflex – Empowering Careers Through Technology

arenaflex is on a bold mission to democratize access to career services for learners at every stage of their journey. By delivering an All‑In‑One Virtual Career Center, arenaflex helps educational institutions and organizations dramatically improve career readiness, student engagement, and measurable outcomes. From flagship universities to community colleges, the arenaflex platform is trusted to transform how career services are delivered, ensuring that every user—whether a student, alumni, or employer—receives personalized, data‑driven support.

Our culture is built on collaboration, curiosity, and a deep commitment to people‑first values. While our headquarters are located in Cambridge, MA, arenaflex operates as a fully remote organization, giving team members the freedom to work from the environment where they thrive best. Backed by leading technology investors, arenaflex is poised for rapid growth, and we are looking for passionate professionals to join us on this journey.

Role Overview – Support Specialist (Contract)

As a Customer Support Specialist at arenaxflex, you will be the frontline champion of our users’ experience. You will partner closely with the Support Team to resolve inquiries, configure platform settings, and ensure that every interaction reflects arenaflex’s high standards of service excellence. This is a six‑month contract position with the possibility of extension or conversion to a permanent role based on performance and business needs.

Key Responsibilities

• Email & Ticket Management: Provide timely, courteous, and accurate email support through arenaflex’s internal ticketing system, handling an average of 30‑40 tickets per day.
• Platform Configuration: Perform on‑behalf setup tasks, including field configuration, DNS adjustments, single‑sign‑on (SSO) troubleshooting, and CSV data imports.
• Issue Escalation: Identify complex problems and route them to the appropriate functional teams or account owners while maintaining clear communication with the customer.
• Documentation & Knowledge Base: Review existing support documentation, flag gaps, and contribute to the creation of new internal and client‑facing resources.
• Trend Analysis: Collaborate with the Support Team to surface recurring themes, share insights, and recommend product or process improvements.
• Quality Assurance: Uphold arenaflex’s standards for response time, resolution time, and overall customer satisfaction.
• Cross‑Functional Collaboration: Work alongside Product, Engineering, and Success teams to relay user feedback and help shape future platform enhancements.

Essential Qualifications

• Demonstrated ability to follow detailed instructions accurately and efficiently.
• Exceptional verbal and written communication skills, with a talent for translating technical concepts into clear, user‑friendly language.
• Proven experience in a help‑desk or SaaS support environment, preferably handling high ticket volumes.
• Strong analytical mindset—able to “read between the lines” of customer requests and anticipate underlying needs.
• Hands‑on experience configuring fields within an admin console of a SaaS product.
• Technical familiarity with DNS settings, SSO protocols, CSV imports, and spreadsheet manipulation.
• Self‑motivation to work independently while also thriving in a collaborative team setting.
• Commitment to a regular Monday‑through‑Friday schedule to ensure consistent coverage of the support queue.

Preferred (Bonus) Skills

• Experience with HubSpot Service Queue or comparable support ticket platforms.
• Background in WordPress administration or prior exposure to the arenaflex platform.
• Previous tenure on an Enterprise SaaS Customer Support team, handling large‑scale accounts.

Core Skills & Competencies

• Customer Empathy: Ability to listen actively, demonstrate empathy, and build trust with users of diverse backgrounds.
• Problem‑Solving: Quick, methodical troubleshooting approach, with a “roll‑up‑your‑sleeves” attitude toward complex issues.
• Attention to Detail: Meticulous handling of configuration tasks to avoid downstream errors.
• Time Management: Efficiently prioritize tickets to meet service level agreements (SLAs).
• Collaboration: Strong team player who contributes ideas and shares knowledge freely.
• Continuous Learning: Eagerness to stay current on SaaS trends, security protocols, and arenaflex product updates.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its team members. As a Support Specialist, you will have access to:

• Mentorship from senior support engineers and product managers.
• Regular training sessions on emerging SaaS technologies, security best practices, and customer experience design.
• Opportunities to transition into full‑time roles in Customer Success, Product Management, or Technical Support leadership based on performance.
• Participation in cross‑departmental projects that give you visibility into the broader business strategy.

Work Environment & Culture at arenaflex

Our remote‑first philosophy means you can work from anywhere—whether that’s a home office, a co‑working space, or a coffee shop with reliable Wi‑Fi. arenaflex fosters a culture of inclusion, curiosity, and fun. Highlights include:

• People‑First Values: Regular virtual coffee chats, team‑building activities, and an open‑door leadership style.
• Flexibility: Autonomy to set your own work hours within the core Monday‑Friday schedule, supporting work‑life balance.
• Diversity & Inclusion: A commitment to building a workforce that reflects the varied communities we serve.
• Recognition Programs: Quarterly awards, peer‑nominated shout‑outs, and performance bonuses.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $30‑$40 based on experience and expertise. In addition to base pay, you will receive:

• Eligibility for a generous employee equity stock option program.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with employer matching contributions.
• Paid time off, sick days, and holidays to recharge.
• Professional development stipend for courses, certifications, or conferences.
• Home office allowance to equip your workspace with ergonomic furniture and technology.

Application Process & Next Steps

If you are excited about helping users unlock the full potential of arenaflex’s career platform, we want to hear from you. To apply, click the link below, submit your resume, and include a brief cover letter that highlights your most relevant support experience.

Apply Job!

We also welcome candidates who may not fit every requirement but bring a unique perspective or transferable skills. Feel free to reach out with the subject line “General Interest” to start a conversation.

Equal Opportunity & Inclusion Statement

arenaflex is proud to be an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

We participate in E‑Verify and are dedicated to providing reasonable accommodations for applicants with disabilities. If you require assistance during the application or interview process, please contact us at [email protected].

Join arenaflex and Make an Impact

At arenaflex, your work directly contributes to the success of learners worldwide. By delivering exceptional support, you help shape the future of career services and empower individuals to achieve their professional goals. Ready to be part of a mission‑driven, innovative team? Apply today and start your journey with arenaflex.