Experienced Customer Support Specialist – SaaS Platform Configuration & Client Success (Remote Contract-to-Hire)
About arenaflex
At arenaflex, our mission is to help more people unlock their full potential by improving access to transformative career services—from the earliest stages of education through every step of a professional journey. What began as a focused effort within the traditional higher education landscape has grown into a powerful, industry-leading platform serving a diverse portfolio of institutions, including renowned universities, community colleges, and forward-thinking organizations committed to student and member success.
Our All-In-One Virtual Career Center is trusted by some of the most respected names in education and beyond, empowering advisors, students, and professionals to radically improve engagement with career services, elevate career readiness, and deliver meaningful, measurable outcomes. We are a mission-driven team that thrives in a fun, collaborative, people-first culture. While we maintain a physical office in Cambridge, MA, we operate as a fully remote organization, empowering our team members to work from their ideal environment and embrace true professional mobility.
Backed by leading technology investors with deep expertise in education and workforce development, arenaflex is poised for continued growth and impact. As we expand our reach, we are looking for passionate, customer-obsessed professionals to join us on this journey.
Position Overview
arenaflex is seeking a dedicated, detail-oriented, and customer-focused Customer Support Specialist to join our growing Support team on a contract basis. This is a 6-month contract position with strong potential for extension or conversion to a permanent role based on performance and evolving company needs. The successful candidate will play a crucial role in delivering exceptional support experiences to our clients and end users, ensuring seamless operation of our platform and contributing to the ongoing improvement of our product and support processes.
This is a remote role designed for someone who thrives in a fast-paced SaaS environment, enjoys solving complex problems, and takes pride in delivering outstanding customer service. If you are passionate about technology, education, and making a real difference in people's lives, we want to hear from you.
Key Responsibilities
- Provide timely and professional email support to arenaflex customers through our internal ticketing system, addressing inquiries, troubleshooting issues, and ensuring a positive user experience.
- Resolve general questions, complete platform configurations, and set up integrations on behalf of clients to ensure smooth onboarding and continued satisfaction.
- Troubleshoot, diagnose, and escalate technical issues to relevant functional teams or account owners when necessary, ensuring swift resolution and clear communication throughout the process.
- Configure fields within the admin console of our SaaS product, including managing DNS settings, troubleshooting single-sign on (SSO) issues, and handling .csv imports with precision and care.
- Maintain high standards for response and resolution times, consistently meeting service-level agreements and exceeding user expectations.
- Collaborate closely with the broader Support Team to identify trends, share insights, and recommend improvements that enhance the overall user experience.
- Review existing documentation, flag gaps, and contribute to the development of additional internal and client-facing knowledge base resources.
- Uphold a standard of excellence in response times, resolution times, and the overall quality of the client support experience, embodying arenaflex's commitment to customer success.
- Handle an average ticket volume of approximately 30–40 tickets per day, balancing efficiency with thoroughness and empathy.
Essential Qualifications and Skills
- Proven ability to follow directions accurately and efficiently, with a strong sense of accountability and attention to detail.
- Excellent verbal and written communication skills, with the ability to convey technical concepts clearly and empathetically to diverse audiences.
- Demonstrated ability to work independently with minimal supervision, as well as collaboratively as part of a distributed team.
- A genuine willingness to learn, ask thoughtful questions, and continuously grow in a dynamic environment.
- Strong help desk skills with a focus on resolving user issues promptly, professionally, and with a customer-first mindset.
- High attention to detail, with the ability to "read between the lines" of customer requests to identify underlying needs.
- Willingness to "roll up your sleeves" and troubleshoot issues quickly and efficiently, even when faced with ambiguous or complex challenges.
- Hands-on experience configuring fields within an admin console of a SaaS product.
- Working knowledge of DNS, SSO configurations, .csv imports, and spreadsheet management.
- Ability to provide a regular, consistent schedule Monday through Friday to ensure reliable coverage of the support queue.
Preferred (Bonus) Skills
- Familiarity with HubSpot Service Queue or similar support platforms is highly desirable.
- Knowledge of WordPress or previous experience using the arenaflex platform is a strong plus.
- Prior experience working in an Enterprise SaaS Customer Support team environment.
What We Offer
At arenaflex, we care deeply about our people. We understand that a properly incentivized, supported, and highly motivated team is critical to our continued success. We strive to ensure our employee experience reflects that commitment in every way. Our compensation and benefits philosophy is built around attracting and retaining top talent who share our passion for transforming access to career services.
- Competitive hourly compensation ranging from $30 to $40 per hour, commensurate with experience and skills.
- Generous employee equity stock option program, allowing you to share in the long-term success of the company.
- Comprehensive benefits package, including health, dental, and vision coverage (for eligible employees), paid time off, and holidays.
- Fully remote work environment, with the flexibility to work from your ideal location.
- Professional development opportunities, including training, conferences, and access to resources that help you grow your career.
- Inclusive, mission-driven culture that values diversity, collaboration, and the unique perspectives each team member brings.
- Opportunity for career advancement, with the potential to convert from contract to permanent employment based on performance and business needs.
Work Environment and Culture
arenaflex is more than just a workplace—it is a community of passionate individuals united by a shared mission. We believe that when people feel valued, supported, and empowered, they do their best work. Our culture is built on trust, transparency, and a genuine commitment to one another's growth and well-being. We celebrate wins together, learn from challenges, and continuously strive to raise the bar in everything we do.
As a fully remote organization, we have mastered the art of collaboration across distances. Our team members enjoy the freedom and flexibility to design their workdays in a way that maximizes productivity and personal fulfillment, while still benefiting from regular team check-ins, virtual social events, and meaningful in-person gatherings when possible.
Career Growth and Learning Opportunities
Joining arenaflex as a Customer Support Specialist offers a unique opportunity to develop deep expertise in SaaS support, customer success, and platform configuration. You will work alongside experienced professionals who are eager to mentor and collaborate. As you grow in the role, you will have the opportunity to expand your skill set, take on additional responsibilities, and explore career paths within the organization—whether in customer success, technical account management, product, or beyond.
Equal Opportunity Employer
arenaflex is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, or any other legally protected status under federal, state, or local anti-discrimination laws.
Disability Accommodation
For individuals with disabilities who need additional assistance at any point in the application and interview process, please contact our People Operations team for support. We are committed to ensuring a fair and accessible hiring experience for all candidates.
How to Apply
If you are a customer-obsessed professional with a passion for technology, education, and making a meaningful impact, we encourage you to apply. This is your opportunity to join a mission-driven team that is reshaping the future of career services and helping people everywhere realize their full potential.
Interested but not sure you are the right fit? We welcome you to reach out anyway. Whatever skills you bring to the table or background you are coming from, we would love to start a conversation with you. Please use the subject line "General Interest" when reaching out.