Experienced Customer Support Representative – Technical & Billing Support for Family-Focused SaaS Platform (Remote, U.S.)

About arenaflex

arenaflex is a mission-driven technology company dedicated to helping families thrive across every chapter of life. By uniting three of the most respected names in family management software, arenaflex delivers a comprehensive ecosystem of tools that empower parents, caregivers, and family law professionals to coordinate, communicate, and organize with confidence. Our flagship co-parenting platform is the world's most trusted solution for separated and divorced families, used by nearly one million parents and practitioners to manage schedules, document exchanges, financial transactions, and dispute resolution. Alongside it, we offer a leading family calendar and organizing app that has earned more than 250,000 five-star ratings in the United States, and a multilingual European-based family organization platform available in nine languages. Together, these products serve millions of families worldwide with free and premium solutions for daily planning, communication, and budgeting.

Following a recent private investment round, arenaflex is entering an exciting new phase of growth. We are expanding our reach to support the millions of additional families who can benefit from our technology, and we are looking for passionate, talented professionals to join us on this journey. If you are energized by meaningful work, love solving problems, and want to make a tangible difference in people's lives, arenaflex is the place for you.

Position Overview

We are hiring a dedicated and empathetic Customer Support Representative to join our award-winning support team. In this role, you will serve as the frontline liaison between our users and our development organization, delivering high-quality technical, account, and billing support through phone, email, and chat channels. You will be the voice of arenaflex for families navigating some of life's most challenging transitions, and your ability to combine technical acumen with genuine compassion will directly shape the customer experience.

Support hours are scheduled between 8:00 a.m. and 6:00 p.m. Central Time, with rotating email-only coverage on weekends and holidays. This is a remote position open to candidates based in the United States.

Key Responsibilities

• Provide accurate, timely technical, account, and billing support for customers using our mobile applications and web platform.
• Resolve customer questions and requests with urgency, friendliness, and professionalism across phone, email, and live chat channels.
• Diagnose, document, and escalate technical glitches, ensuring clear and actionable feedback is shared with the development team.
• Educate customers on product features, benefits, and best practices to maximize the value they receive from arenaflex solutions.
• Maintain a deep, working knowledge of all company products, services, subscription tiers, and current promotions.
• Stay current on Customer Support policies, procedures, and service protocols to ensure consistent, compliant service delivery.
• Profile customer needs thoughtfully and make personalized recommendations for additional services or features that align with their goals.
• Collaborate cross-functionally with product, engineering, and design teams to share customer insights and contribute to continuous improvement.
• Track interactions, resolutions, and trends meticulously within our support platforms to inform team reporting and product development.

Essential Qualifications & Competencies

Who You Are

• A Critical Thinker: You excel at breaking down complex issues quickly, identifying root causes, and implementing effective solutions.
• An Empathetic Communicator: You bring strong interpersonal skills, patience, and emotional intelligence to every customer interaction, especially when supporting users in stressful or sensitive personal situations.
• A Collaborative Teammate: You enjoy partnering with cross-functional colleagues to resolve inquiries, share feedback, and improve outcomes.
• Self-Driven and Curious: You take ownership of your work, proactively seek answers, and continuously look for ways to grow and improve.
• Passionate About Our Mission: You genuinely care about helping families thrive and find deep motivation in supporting people through life's challenges.

What You Bring

• High level of web proficiency and strong general computer skills, including comfort navigating multiple platforms and tools simultaneously.
• Excellent written and verbal communication skills with a keen eye for grammatical accuracy and tone.
• Proficiency in Microsoft Office and a solid understanding of Web, Android, and iOS platforms and operating systems.
• Demonstrated experience in customer support, customer experience, or other customer-facing roles.
• Bachelor's degree, professional degree, or equivalent practical experience.

Preferred Qualifications

• Experience with error reporting and issue tracking tools such as JIRA.
• Experience with customer support platforms such as Zendesk.
• Knowledge of the family law industry, co-parenting dynamics, or related fields.

Skills for Success

To thrive as a Customer Support Representative at arenaflex, you will lean on a balanced mix of technical, interpersonal, and problem-solving skills. You should be comfortable toggling between systems, learning new tools quickly, and adapting your communication style to meet the needs of diverse customers. Strong organizational habits, attention to detail, and the ability to remain composed under pressure are essential. Above all, we look for individuals who treat every customer interaction as an opportunity to build trust, deliver value, and reinforce the integrity of the arenaflex brand.

Career Growth & Learning Opportunities

At arenaflex, we believe that investing in our people is just as important as investing in our products. As a member of our Customer Support team, you will receive a dedicated Learning & Development stipend to pursue training, certifications, and professional development opportunities that align with your career goals. Whether you aspire to deepen your expertise in customer experience, transition into a team lead or training role, or expand into product, quality assurance, or operations, we will support your journey. Many of our leaders began their careers in customer support, and we are proud to cultivate a culture of internal mobility and long-term growth.

Work Environment & Company Culture

arenaflex fosters a positive, supportive, and flexible culture built on curiosity, inventiveness, and a shared commitment to continuous improvement. We are smart, humble, hardworking, and, above all, collaborative. We believe that the best work happens when people feel trusted, respected, and empowered to do their best. Our team is fully remote, and we have honed our ability to collaborate effectively across geographies and time zones. We aim to be a little better every single day, and we celebrate the unique perspectives and life experiences that each team member brings to our mission.

Compensation, Perks, & Benefits

We offer a comprehensive benefits package designed to support the health, well-being, and financial security of our team members and their families. Highlights include:

• Full Medical Coverage: arenaflex pays 100% of the premium for employees and additional family members.
• 401(k) Retirement Plan: Up to a 4% company match with immediate vesting.
• Parental Leave: 12 weeks of paid leave for all new parents.
• Generous Time Off: 12 paid company holidays, a paid winter break, and additional personal "You Days" for rest and recharge.
• Learning & Development Stipend: Financial support for courses, conferences, books, and other growth opportunities.
• Flexible, Remote-First Work Environment: Work from anywhere in the United States and structure your day in a way that supports your productivity and well-being.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We are committed to providing employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law. We celebrate diversity and are dedicated to building an inclusive environment where every team member can thrive.

Apply Today

If you are a thoughtful, tech-savvy, and mission-driven professional ready to make a real impact on the lives of families across the country, we invite you to apply and join the arenaflex team. Bring your curiosity, your empathy, and your problem-solving skills, and help us continue to set the standard for excellence in family-focused technology. We look forward to learning more about you and welcoming you to a company where your work truly matters.