Customer Support Associate – Bilingual High‑Volume B2C Support Specialist for arenaflex Mobile Lottery Platform (Remote, US) – $28/hr

About arenaflex – Pioneering the Future of Mobile Lottery

arenaflex is the nation’s first mobile lottery application, delivering a secure, convenient, and responsible way for millions of Americans to purchase official state lottery tickets—including Powerball, Mega Millions, and a host of regional draws—directly from their smartphones. By modernizing a $300 billion global lottery market, arenaflex is transforming an industry that has traditionally been paper‑based into a vibrant, digital experience that anyone can enjoy, from tech‑savvy millennials to grandparents who prefer a simple tap on a screen.

Our mission is to blend fun with safety, ensuring every player feels confident and excited about participating in the lottery. We achieve this through cutting‑edge technology, rigorous compliance standards, and a customer‑centric culture that puts the user experience at the heart of everything we do. As we continue to expand our footprint across the United States, we are looking for passionate, empathetic, and detail‑oriented individuals to join our remote team and help shape the future of mobile gaming.

Why This Role Matters

As a Customer Support Associate at arenaflex, you will be the frontline ambassador for our brand. You will interact with a diverse, high‑volume user base, guiding them through account setup, ticket purchases, payment issues, and any other inquiries that arise. Your ability to resolve problems quickly and courteously will directly influence user satisfaction, retention, and the overall reputation of arenaflex as a trustworthy, innovative lottery platform.

Key Responsibilities

• Multi‑Channel Support: Respond promptly to customer inquiries received via phone, voicemail, in‑app messaging, email, web chat, and social media platforms, ensuring each interaction reflects arenaflex’s commitment to excellence.
• Operational Tasks: Manage identity verifications, ACH requests, credit‑card disputes, chargebacks, and other day‑to‑day operational functions with precision and confidentiality.
• Issue Resolution: Collaborate with internal teams—including product, compliance, finance, and engineering—as well as external partners, to troubleshoot and resolve complex technical or transactional problems.
• Product Mastery: Continuously build and maintain expert‑level knowledge of arenaflex’s mobile app, lottery offerings, payment processing flows, and regulatory requirements.
• Feedback Loop: Capture recurring user pain points and relay actionable insights to product and design teams to drive continuous improvement of the user experience.
• Documentation: Accurately log all support interactions in our ticketing system, ensuring data integrity for reporting, analytics, and compliance audits.
• Community Engagement: Monitor and respond to public reviews on app stores and social media, turning potential negative experiences into positive brand advocacy.

Essential Qualifications

• Minimum of 1‑2 years of high‑volume B2C customer support experience, preferably in a fast‑paced tech or fintech environment.
• Proficiency with leading support platforms such as Zendesk, Helpshift, Freshdesk, or similar tools.
• Exceptional verbal and written communication skills, with a polished, friendly tone that reflects arenaflex’s brand voice.
• Bilingual fluency in English and Spanish, enabling seamless assistance for a diverse user base.
• Demonstrated experience handling customer interactions on social media, app‑store review sites, and community forums.
• Solid understanding of payment processing systems, including ACH, credit‑card transactions, and chargeback resolution.
• Flexibility to work evenings, overnight shifts, and occasional weekends to align with peak user activity periods.

Preferred Qualifications & Additional Skills

• Experience in the gaming, lottery, or regulated financial services sectors.
• Familiarity with compliance frameworks such as KYC (Know Your Customer) and AML (Anti‑Money Laundering) regulations.
• Technical aptitude for troubleshooting mobile app issues, including basic knowledge of iOS/Android operating systems.
• Strong problem‑solving mindset with the ability to think creatively under pressure.
• Previous exposure to remote work environments and self‑management tools (e.g., Slack, Asana, Trello).

Core Skills & Competencies for Success

• Empathy & Patience: Ability to listen actively, understand user frustrations, and provide calm, reassuring guidance.
• Attention to Detail: Precise handling of sensitive financial data and strict adherence to compliance protocols.
• Time Management: Efficiently juggle multiple tickets, prioritize urgent issues, and meet service‑level agreements.
• Collaboration: Work cross‑functionally with product, engineering, legal, and finance teams to resolve multifaceted problems.
• Adaptability: Thrive in a rapidly evolving startup environment where new features and regulatory updates are frequent.
• Tech Savvy: Comfortable navigating multiple software tools, CRM systems, and communication channels simultaneously.

Career Growth & Learning Opportunities

arenaflex is committed to investing in its people. As a Customer Support Associate, you will have access to a robust learning ecosystem that includes:

• Structured onboarding programs that cover product architecture, compliance fundamentals, and best‑practice support techniques.
• Ongoing mentorship from senior support leads and product managers, fostering a clear pathway toward senior or team‑lead roles.
• Regular workshops on emerging topics such as fintech regulations, advanced communication strategies, and data‑driven customer insights.
• Opportunities to participate in cross‑departmental projects, giving you exposure to product development, marketing, and operations.
• Tuition reimbursement and certification support for relevant industry credentials (e.g., Certified Customer Service Professional, AML compliance).

Work Environment & Culture at arenaflex

Our remote‑first culture is built on trust, autonomy, and a shared passion for innovation. We celebrate diversity, encourage open dialogue, and empower every team member to contribute ideas that shape the future of mobile lottery. Key cultural pillars include:

• Inclusivity: A workplace where every voice is heard, and diverse perspectives drive better outcomes.
• Transparency: Regular all‑hands meetings, open‑door policies with leadership, and clear communication of company goals.
• Well‑Being: Flexible scheduling, mental‑health resources, and a supportive environment that respects work‑life balance.
• Recognition: Quarterly awards, peer‑to‑peer shout‑outs, and performance‑based bonuses that celebrate achievements.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $28 per hour, with eligibility for overtime in accordance with FLSA regulations. In addition to base pay, you can expect:

• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Paid time off, holidays, and sick leave to support personal needs.
• Remote‑work stipend covering home‑office equipment, internet, and ergonomic accessories.
• Employee assistance programs (EAP) for counseling, legal, and financial guidance.
• Opportunities for performance‑based bonuses and career advancement.

Commitment to Equal Opportunity & Accessibility

arenaflex is an equal‑opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by law. If you require a reasonable accommodation during the application or interview process, please contact our HR team at [email protected].

Ready to Join arenaflex?

If you are a proactive problem‑solver with a passion for delivering exceptional customer experiences, we want to hear from you. Bring your bilingual expertise, love for technology, and dedication to service excellence to a company that is redefining how millions of people play the lottery.

Apply today and become a vital part of arenaflex’s mission to make lottery play safe, fun, and accessible for everyone.

Apply Job!