Customer Support Associate – Remote Bilingual (English/Spanish) High‑Volume B2C Support for arenaflex Mobile Lottery Platform

About arenaflex – Pioneering the Future of Mobile Lottery

arenaflex is the first mobile lottery app in the United States, delivering a secure, convenient, and responsible way for millions of players to order official state lottery tickets—including Powerball, Mega Millions, and many others—directly from their smartphones. By modernizing a $300 billion global lottery market, arenaflex is creating a fun, user‑friendly experience that appeals to everyone from tech‑savvy millennials to grandparents who want a safe, hassle‑free way to play. Our mission is to blend cutting‑edge technology with responsible gaming practices, ensuring that every interaction on our platform is safe, enjoyable, and trustworthy.

Why This Role Matters

As a Customer Support Associate at arenaflex, you will be the frontline ambassador for our brand, providing expert assistance to a diverse, high‑volume user base. Your ability to resolve inquiries quickly, communicate clearly across multiple channels, and maintain deep product knowledge will directly influence user satisfaction, retention, and the overall reputation of arenaflex as a leader in the mobile lottery space.

Key Responsibilities

• Respond promptly to customer inquiries and support requests across phone, voicemail, in‑app and web messaging, email, and social media platforms, ensuring each user’s needs are met and issues are fully resolved.
• Manage critical operational functions such as identity verifications, ACH (Automated Clearing House) requests, credit‑card chargebacks, and other payment‑related tasks with precision and confidentiality.
• Collaborate closely with internal teams—including product, compliance, finance, and engineering—as well as external third‑party partners to troubleshoot and resolve complex technical or transactional issues.
• Continuously build and maintain expert‑level knowledge of arenaflex’s product suite, lottery regulations, and industry best practices to provide accurate, up‑to‑date guidance.
• Document support interactions in the designated CS platform, ensuring accurate case tracking, escalation, and reporting for continuous improvement.
• Identify recurring pain points and proactively suggest enhancements to the support workflow, product features, or user education resources.
• Participate in regular training sessions, team huddles, and performance reviews to stay aligned with arenaflex’s evolving goals and compliance standards.

Essential Qualifications

• Proven experience in high‑volume B2C customer support, preferably within a fast‑growing tech or fintech environment.
• Hands‑on proficiency with leading customer support platforms such as Helpshift or Zendesk, including ticket routing, macro creation, and reporting.
• Exceptional verbal and written communication skills, with the ability to convey complex information in a clear, friendly, and empathetic manner.
• Fluent bilingual proficiency in English and Spanish, enabling you to assist a diverse user base and expand arenaflex’s reach in multilingual markets.
• Demonstrated experience interacting with customers via social media channels, app‑store reviews, and community forums.
• Solid understanding of payment processing systems, ACH transactions, credit‑card handling, and dispute resolution (including chargebacks).
• Flexibility to work extended hours, evenings, or overnight shifts as needed to support a 24/7 service model.

Preferred Qualifications & Additional Skills

• Experience in the gaming, lottery, or regulated financial services industry.
• 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 platforms.
• Strong problem‑solving mindset with a track record of turning challenging situations into positive outcomes.
• Ability to work autonomously in a remote environment while maintaining high productivity and collaboration standards.

What You’ll Gain – Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its team members. In this role, you will have access to:

• Comprehensive onboarding and continuous training programs focused on product knowledge, regulatory compliance, and advanced customer service techniques.
• Mentorship from senior support leaders and cross‑functional experts, helping you build a robust skill set that can translate into future roles in operations, product management, or compliance.
• Opportunities to lead special projects, such as creating knowledge‑base articles, designing support‑automation workflows, or piloting new communication channels.
• Regular performance feedback and clear career pathways that support upward mobility within arenaflex’s rapidly expanding organization.

Work Environment & Culture at arenaflex

We believe that a supportive, inclusive, and flexible work environment fuels innovation. At arenaflex you will experience:

• Remote‑first culture: Work from anywhere in the United States with a reliable internet connection, while staying connected through virtual collaboration tools.
• Inclusive community: A diverse team that values different perspectives, encourages open dialogue, and celebrates cultural differences.
• Employee well‑being: Access to mental‑health resources, wellness stipends, and a flexible schedule that respects work‑life balance.
• Recognition & rewards: Regular acknowledgment of outstanding performance through bonuses, spot awards, and public shout‑outs.
• Innovation mindset: A fast‑moving environment where ideas are welcomed, and you are encouraged to experiment with new approaches to improve the customer experience.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $28 per hour for this part‑time, non‑exempt position. The role is eligible for overtime pay in accordance with FLSA regulations. Additional benefits include:

• Flexible scheduling, including the ability to work evenings and overnight shifts.
• Fully remote work setup with a stipend for home‑office equipment.
• Paid time off and holiday pay.
• Health, dental, and vision insurance options (available after a short waiting period).
• Professional development budget for courses, certifications, or conferences.
• Employee assistance program (EAP) for personal and professional support.
• Opportunities to earn performance‑based bonuses and referral incentives.

Commitment to Equality & Accessibility

arenaflex is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are dedicated to providing reasonable accommodations for individuals with disabilities throughout the hiring process and in the workplace. If you require an accommodation, please contact [email protected].

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a dynamic, remote environment, and want to be part of a groundbreaking mobile lottery platform, we want to hear from you. Click the link below to submit your application and start your journey with arenaflex today.

Apply Job!

Join arenaflex – Shape the Future of Mobile Gaming

At arenaflex, every interaction matters. By joining our Customer Support team, you become an integral part of a mission‑driven organization that is redefining how people play, win, and enjoy the lottery responsibly. Bring your enthusiasm, bilingual talent, and problem‑solving spirit, and help us deliver the best possible experience to millions of users across the nation.