Remote Customer Experience Specialist – iLottery Player Support & Technical Assistance (Work From Home)

About arenaflex

At arenaflex, we are reimagining how the world plays, wins, and connects through digital gaming. As a pioneer and one of the most recognized innovators in the iLottery industry, arenaflex powers some of the most successful online lottery programs in North America, delivering cutting-edge technology, engaging game content, and unmatched player support services. We are proud to be the partner of choice for state and provincial lotteries, helping them generate meaningful revenue for good causes through intuitive, secure, and entertaining online experiences.

Born in the digital age, arenaflex was built with innovation as its foundation. Our company was among the very first to bring iLottery to players across the United States, and we continue to lead the industry with a relentless focus on creating the most enjoyable, seamless, and responsible digital lottery experiences available anywhere. Our team is made up of passionate technologists, creative designers, industry experts, and customer advocates who all share one mission: making every player interaction exceptional. When you join arenaflex, you join a company that is shaping the future of digital gaming while supporting communities and causes that matter.

The Opportunity

Do you love solving problems, helping people, and working in a fast-paced, fully remote environment? arenaflex is looking for a dedicated, customer-obsessed Remote Customer Experience Specialist – iLottery Player Support & Technical Assistance to join our growing team. In this role, you will be the friendly, knowledgeable voice (and chat presence) behind the world-class support that arenaflex is known for. You will help players navigate their online lottery experience, troubleshoot technical issues, and ensure every interaction leaves them feeling valued, informed, and excited to play again.

If you have a background in inbound customer support, a knack for technology, and a passion for delivering outstanding service, this is your chance to join an industry leader and grow your career from the comfort of your home.

Key Responsibilities

As a Remote Customer Experience Specialist at arenaflex, you will play a critical role in maintaining the high level of satisfaction our players have come to expect. Your day-to-day responsibilities will include:

• Player Interaction & Support: Engage directly with customers through live instant messaging, email, and telephone to answer questions, provide information, resolve concerns, and ensure a seamless experience with our online lottery games.
• Account & Service Inquiries: Process and respond to customer questions related to account setup, deposits and withdrawals, gameplay, promotions, and general lottery services.
• Technical Troubleshooting: Diagnose and resolve technical issues across computer, tablet, and mobile platforms, including app performance, browser compatibility, and internet connectivity challenges, following established department protocols.
• Multi-Channel Communication: Handle a steady flow of inbound calls, real-time chat sessions, and emails, while also making outbound calls as needed to follow up on player concerns or communicate important updates.
• Promotional Outreach: Communicate special marketing offers and promotions to VIP customers, helping drive engagement and loyalty.
• Feedback & Continuous Improvement: Provide timely, constructive feedback to internal teams regarding service failures, recurring issues, or customer concerns, contributing to ongoing improvements in product and service quality.
• Confidentiality & Compliance: Maintain strict customer confidentiality and adhere to all regulatory, legal, and company compliance standards.
• Values & Culture: Embrace and promote arenaflex’s core values in every interaction, contributing to a positive, collaborative team culture.
• Ongoing Learning: Stay current on all new product features, system updates, department procedures, and company protocols.
• Performance Goals: Meet and exceed established performance goals, KPIs, and quality targets.
• Have Fun: Bring your authentic self to work, enjoy what you do, and help create an environment where both players and teammates love to engage.

What You Will Bring

arenaflex is looking for talented professionals who thrive in a remote, technology-driven environment and are passionate about customer service. To succeed in this role, you will need:

Education & Experience

• High school diploma or equivalent required; some college education preferred.
• 2 or more years of inbound or support call center experience.
• 1 or more years of experience working remotely while consistently achieving established KPIs.
• Previous technical support experience is a strong asset.

Technical Requirements

• Reliable high-speed internet connection and the ability to pass an internet speed test.
• Advanced knowledge of computers and Microsoft Office programs.
• Strong familiarity with computers, smartphones, and tablets, including the ability to troubleshoot app, browser, and connectivity issues.
• Camera-ready and professional appearance during working hours, as you will occasionally appear on video.
• Ability to travel to lottery headquarters approximately once per quarter for team meetings and training.

Skills & Competencies

• Excellent verbal, interpersonal, and written communication skills.
• Ability to build rapport quickly and maintain a friendly, professional, and courteous demeanor throughout the day.
• Demonstrated accuracy and consistent attention to detail.
• Strong grammatical, typing, and data entry skills with a focus on precision.
• Sound independent judgment, discretion, and initiative, with the ability to work effectively with minimal supervision.
• Excellent organizational and time-management skills.
• Ability to thrive in a fast-paced, dynamic work environment while maintaining a high level of service quality.

Why Work at arenaflex?

At arenaflex, we believe that our people are our greatest asset. We hire the best, we invest in their growth, and we empower them to do the most meaningful work of their careers. Here is what you can expect when you join our team:

Innovative Culture

We are pioneers at heart. Innovation is in our DNA, and we encourage every team member to think creatively, challenge the status quo, and contribute ideas that push our industry forward.

Supportive Leadership

We believe in empowering our people. Our leaders are accessible, supportive, and committed to helping you succeed. Through mentorship, coaching, and ongoing training, you will have the resources you need to thrive.

Career Growth & Development

Your growth matters to us. arenaflex offers ongoing training, professional development courses, and advancement opportunities, including specialized programs like the arenaflex Leadership Academy for Emerging Leaders. Whether you want to deepen your expertise in customer support, move into management, or explore other areas of the business, we will help you build a career, not just a job.

Comprehensive Benefits

We take care of our team with a robust benefits package designed to support your health, financial wellness, and work-life balance:

• Comprehensive health, vision, and dental insurance
• Life insurance and AD&D coverage
• 401(k) savings program with competitive corporate matching for U.S. employees
• Generous paid vacation and personal time
• Quarterly profit-sharing program for all employees who have completed six months of continuous service
• Fully paid parental leave program
• Wellness and Employee Assistance Program (EAP)
• Company-provided laptop
• Career development opportunities, including ongoing training and professional development courses

Our Work Environment

arenaflex is a remote-first employer that values flexibility, trust, and results. Our team members enjoy the freedom and convenience of working from home, paired with the support, connection, and collaboration of a tight-knit team. We use modern collaboration tools to stay connected, host regular virtual team events, and bring everyone together in person for quarterly meetings and company gatherings. At arenaflex, you will never feel like you are doing this alone.

Equal Opportunity Employer

arenaflex is proud to be an equal opportunity employer. We are committed to fostering a diverse, inclusive, and respectful workplace where all employees can thrive. We prohibit discrimination and harassment of any kind and make all employment decisions based on qualifications, merit, and business needs.

Ready to Join arenaflex?

If you are a customer service professional who loves technology, thrives in a remote environment, and wants to be part of a company that is shaping the future of digital gaming, we want to hear from you. This is more than a job, it is a chance to build a meaningful career with a company that values innovation, supports its people, and is making a real difference in the lives of players and communities across North America.

Apply today and become part of the arenaflex story. We are excited to meet you.