Night‑Shift Customer Support Specialist – GDS Expertise for Travel & SaaS Solutions

About arenaflex – Transforming the Way Companies Manage Their Workforce

arenaflex is a next‑generation cloud platform that brings together HR, IT, and Finance into a single, intuitive system. By unifying payroll, benefits, expense management, device provisioning, and a host of third‑party integrations, arenaflex empowers organizations to automate every stage of the employee lifecycle—from global hiring to off‑boarding—without the need for disparate tools or manual spreadsheets.

Founded in the heart of San Francisco, arenaflex has attracted more than $1.2 billion in venture capital from world‑class investors and has been recognized by industry leaders for its innovative culture and rapid growth. Our mission is simple yet ambitious: to give every business the power to run its entire workforce as a single, seamless operation, no matter where its employees are located.

As we continue to expand our product suite, the Travel Management component has become a critical pillar of our offering. This module helps companies coordinate corporate travel, manage expense policies, and integrate with global distribution systems (GDS) such as Sabre, Amadeus, and Galileo. To ensure our customers extract maximum value from these capabilities, we are building a world‑class Support team that blends technical expertise with a genuine passion for helping people succeed.

The Role – Why This Position Matters

We are seeking a highly motivated Customer Support Specialist who thrives in a fast‑paced, night‑shift environment and possesses deep experience with travel industry products and GDS platforms. In this role, you will be the frontline champion for arenaflex’s Travel Management solution, guiding customers through complex issues, troubleshooting technical challenges, and acting as a conduit for product improvements.

Working night‑shift hours (10 pm – 6 am CT) means you will be the go‑to person for global customers operating across time zones, ensuring that critical travel‑related incidents are resolved quickly and efficiently. Your expertise will not only keep customers productive but also shape the future roadmap of arenaflex’s travel capabilities.

Key Responsibilities – What You’ll Do Every Day

• End‑to‑end Issue Resolution: Own customer tickets from initial contact through resolution, using phone, chat, email, and video conferencing to diagnose and fix problems related to the Travel Management product.
• GDS Expertise: Leverage your knowledge of Sabre, Amadeus, Galileo, and other GDS platforms to troubleshoot booking errors, fare discrepancies, and integration failures.
• Product Advocacy: Serve as a subject‑matter expert for both customers and internal teams, providing guidance on best practices, configuration options, and workflow optimizations.
• Documentation & Training: Create and maintain detailed knowledge‑base articles that capture product functionality, country‑specific regulations, and common troubleshooting steps. Train global support colleagues on emerging issues and new features.
• Collaboration with Product & Engineering: Identify recurring pain points, propose automation opportunities, and work directly with product managers and engineers to prioritize enhancements that improve the customer experience.
• De‑escalation & Crisis Management: Act swiftly to de‑escalate high‑severity incidents, coordinating with cross‑functional teams to restore service and communicate status updates to affected customers.
• Process Improvement: Analyze support metrics, suggest workflow refinements, and implement process changes that increase efficiency and reduce resolution times.
• Time‑Sensitive Delivery: Meet service‑level agreements (SLAs) and adapt to unexpected deadlines, ensuring that every client’s travel needs are met on schedule.

Essential Qualifications – What You Must Bring

• Language Proficiency: Excellent written and verbal communication skills in English; the ability to convey technical concepts clearly to non‑technical audiences.
• Night‑Shift Availability: Commitment to work the 10 pm – 6 am CT shift, providing coverage for customers across Europe, Asia, and the Americas.
• Customer‑Facing Experience: Minimum of 3 years in a role that required direct interaction with clients, handling inquiries, and delivering solutions.
• Travel Industry Background: Hands‑on experience with travel products, corporate travel programs, or related services.
• Problem‑Solving Acumen: Demonstrated ability to diagnose complex issues, think analytically, and deliver precise, detail‑oriented solutions.
• Organizational Skills: Proven track record of improving processes, maintaining accurate documentation, and managing multiple priorities simultaneously.
• Adaptability: Flexibility to adjust to evolving job duties, new product releases, and shifting business priorities.
• Time Management: Strong ability to prioritize tasks, meet deadlines, and handle high‑volume ticket queues without sacrificing quality.

Preferred Qualifications – Bonus Points for the Right Candidate

• 3+ years of experience in a Travel Management Company (TMC) or Business Travel (BT) consulting role, covering air, rail, and hotel supplier products.
• 2+ years of hands‑on GDS experience (Sabre, Amadeus, Galileo) at an intermediate or advanced level.
• IATA accreditation (e.g., WWAFT, WAII, BA2) or equivalent industry certifications.
• Familiarity with SaaS support tools such as Zendesk, Freshdesk, or ServiceNow.
• Experience working in a fully remote or distributed team environment.

Core Skills & Competencies – What Will Make You Successful

• Technical Fluency: Comfort navigating APIs, data feeds, and integration points between arenaflex’s platform and external GDS systems.
• Customer Empathy: Ability to listen actively, understand the business impact of travel disruptions, and convey genuine concern.
• Communication Excellence: Clear, concise, and professional writing for ticket updates, knowledge‑base articles, and internal documentation.
• Collaboration: Strong partnership mindset when working with product managers, engineers, and other support specialists.
• Analytical Thinking: Use data to identify trends, root causes, and opportunities for automation.
• Resilience: Maintain composure under pressure, especially during high‑severity incidents or tight deadlines.

Career Growth & Learning Opportunities

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

• Structured mentorship programs with senior support leaders and product experts.
• Continuous learning resources, including certifications for GDS platforms, ITIL foundations, and advanced customer‑service methodologies.
• Opportunities to transition into specialized roles such as Product Analyst, Implementation Engineer, or Customer Success Manager.
• Cross‑functional projects that expose you to product development, data analytics, and strategic planning.
• Regular internal hackathons and innovation days where you can pitch ideas that directly influence arenaflex’s roadmap.

Work Environment & Culture at arenaflex

Our culture is built on transparency, collaboration, and a relentless focus on delivering value to our customers. Even though we value in‑office interaction for team cohesion, we recognize the importance of flexibility. For night‑shift team members, we provide:

• Fully equipped remote workstations with ergonomic accessories and high‑speed internet stipends.
• Dedicated virtual “coffee break” rooms to foster camaraderie across time zones.
• Regular check‑ins with leadership to ensure alignment, support, and career progression.
• A diverse and inclusive environment where every voice is heard, and ideas are judged on merit.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects your experience, skill set, and geographic location. While exact figures vary by tier, typical hourly rates for this role range from $19 – 23 USD per hour (US Tier 2/3). In addition to base pay, you will receive:

• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Generous paid time off, parental leave, and holiday schedules.
• Equity participation, giving you a stake in arenaflex’s long‑term success.
• Wellness stipend, professional development budget, and access to online learning platforms.
• Employee assistance programs, including mental‑health resources and flexible accommodations for disabilities.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate diversity and are dedicated to building an inclusive workforce where every individual—regardless of race, gender, sexual orientation, veteran status, or disability—feels valued and empowered to thrive. If you require any accommodations during the hiring process, please reach out to [email protected].

How to Apply

If you are ready to bring your GDS expertise, customer‑centric mindset, and night‑shift dedication to a dynamic, high‑growth SaaS company, we want to hear from you. Click the link below to submit your application, attach your resume, and tell us why you’re the perfect fit for arenaflex’s Support team.

Apply Now – Join arenaflex Today!

Take the Next Step in Your Career

At arenaflex, you won’t just be answering tickets—you’ll be shaping the future of corporate travel management for thousands of global enterprises. Join us, and help turn complex travel challenges into seamless experiences for our customers worldwide.