Customer Support Representative – Payments & SaaS Solutions (Remote/Hybrid) – Join arenaflex’s Technical Support Team

About arenaflex – Empowering Businesses with Intelligent Scheduling & Workflow Software

arenaflex is a global leader in business management software, delivering award‑winning scheduling, workflow, and payment solutions to thousands of organizations across diverse industries. Our cloud‑based platform helps companies streamline operations, improve customer engagement, and drive revenue growth. With a commitment to innovation, continuous learning, and a culture that celebrates curiosity, arenaflex is the ideal place for tech‑savvy professionals who love solving problems and making a tangible impact on the success of our customers.

Why This Role Is a Game‑Changer for Your Career

As a Customer Support Representative – Payments at arenaflex, you will be at the front line of our technical support team, helping users navigate complex software features, troubleshoot payment processing issues, and unlock the full value of our solutions. This position offers a blend of hands‑on technical challenges, customer‑centric communication, and opportunities to influence product development through direct feedback. Whether you thrive in a fully remote setting, a collaborative office environment, or a hybrid model, arenaflex provides the flexibility you need to excel.

Key Responsibilities – What You’ll Do Every Day

• Deliver exceptional customer service to arenaflex’s diverse client base via phone, live chat, and email, ensuring each interaction is resolved with professionalism and empathy.
• Manage high‑volume chat and email queues, prioritizing tickets based on urgency, impact, and SLA commitments.
• Provide on‑call support during evenings, weekends, and holidays, guaranteeing uninterrupted assistance for customers in different time zones.
• Diagnose and resolve technical issues related to payment processing, networking, hardware, and software integrations, tailoring explanations to users of varying technical skill levels.
• Guide customers through the setup and use of advanced features such as email marketing, text reminders, mobile applications, and online booking portals.
• Conduct live training sessions and create step‑by‑step documentation to empower users to maximize the value of arenaflex’s platform.
• Assist the data migration team by exporting legacy customer data, validating conversion accuracy, and importing the cleaned data back into the arenaflex system.
• Identify upsell opportunities for add‑on services, presenting tailored recommendations that align with each client’s business goals.
• Participate actively in daily stand‑ups, sharing insights on recurring issues, emerging trends, and customer sentiment.
• Report software bugs, database anomalies, and feature requests to product management, acting as the voice of the customer.
• Engage in special projects such as beta testing new mobile apps, evaluating desktop releases, responding to online reviews, and even hands‑on hardware assembly when needed.

Essential Qualifications – What You Must Bring

• Minimum 3 years of experience in a customer support role, preferably within SaaS, fintech, or payment processing environments.
• Demonstrated expertise in payments or merchant processing, including familiarity with transaction flows, settlement cycles, and compliance standards.
• Proven ability to support customers via phone, live chat, and email, with a track record of achieving high satisfaction scores.
• Excellent written and verbal communication skills, capable of translating technical jargon into clear, actionable guidance.
• Strong analytical and problem‑solving abilities, with a “tinkering mindset” that enjoys dissecting complex issues.
• Positive, adaptable attitude and the flexibility to work extended hours (until 8 pm or later) on weekdays and be on‑call for weekends and holidays.
• Comfort with remote work tools (ticketing systems, CRM platforms, video conferencing) and a reliable home office setup.

Preferred Qualifications – What Sets You Apart

• Previous experience with technical support for hardware or networking components, adding depth to your troubleshooting toolkit.
• Background in a fast‑paced consumer tech environment such as arenaflex (formerly known as Geek Squad) or similar technical service organizations.
• Hands‑on experience with data migration, database conversion, or system integration projects.
• Passion for continuous learning, demonstrated by certifications, coursework, or personal tech projects.
• Ability to work Saturdays and a willingness to engage in occasional field work, such as on‑site hardware assembly or client visits.

Core Skills & Competencies

• Technical Acumen: Understanding of payment gateways, APIs, and basic networking concepts.
• Customer Empathy: Ability to listen actively, ask probing questions, and tailor solutions to each user’s unique context.
• Communication Excellence: Clear, concise writing for knowledge‑base articles and articulate verbal explanations for live support.
• Time Management: Efficiently juggle multiple tickets, prioritize urgent issues, and meet SLA targets.
• Team Collaboration: Work closely with product, engineering, and sales teams to close feedback loops and improve the product roadmap.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly and new features are released regularly.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in employee development. As a member of our support team, you will have access to:

• Comprehensive onboarding that covers the full arenaflex platform, payment processing fundamentals, and best‑practice support techniques.
• Ongoing technical training, including certifications in payment security (PCI‑DSS), cloud services, and advanced troubleshooting.
• Mentorship programs pairing you with senior engineers and product managers to deepen your product knowledge.
• Clear career pathways toward senior support roles, team lead positions, or transitions into product management, quality assurance, or sales engineering.
• Opportunities to lead special projects, such as beta testing new features, contributing to knowledge‑base content, or spearheading customer‑success initiatives.

Work Environment & Culture – Life at arenaflex

Our culture is built on three pillars: innovation, inclusion, and impact. Whether you choose to work remotely, from one of our vibrant offices, or a hybrid mix, you’ll experience:

• A collaborative atmosphere where ideas are welcomed from every level of the organization.
• Regular virtual coffee chats, team‑building events, and an annual company‑wide summit that celebrates achievements.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Flexible work schedules that respect work‑life balance, with generous paid time off and holiday policies.
• State‑of‑the‑art tools and a supportive IT infrastructure that enable you to deliver top‑notch support without technical roadblocks.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Hourly Rate: $21.15 per hour, paid bi‑weekly, with eligibility for performance‑based bonuses.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, plus Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Retirement Planning: 401(k) plan with company match on contributions.
• Paid Time Off: Open PTO policy, generous paid holidays, and additional leave for personal milestones.
• Remote Flexibility: Choose fully remote, in‑office, or hybrid work arrangements; we have offices in Ann Arbor, MI; Scottsdale, AZ; Wayne, PA; and Austin, TX.
• Professional Development: Access to online learning platforms, conference attendance budgets, and internal training workshops.
• Employee Assistance: Mental health resources, employee resource groups, and a supportive community network.

How to Apply

If you are passionate about technology, love helping others, and thrive in a fast‑moving SaaS environment, arenaflex wants to hear from you. Click the link below to submit your application and start your journey with a company that values curiosity, growth, and exceptional service.

Apply Job!

Equal Opportunity Statement

arenaflex is committed to creating a diverse employee environment and is a proud equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.