Remote LATAM Customer Support Specialist – Technical Guru for SaaS Vacation Rental Platform at arenaflex

About arenaflex – Innovating the Vacation Rental Experience

arenaflex is a fast‑growing, venture‑backed SaaS company that is reshaping the vacation‑rental industry. With a recent $30 million infusion, we are empowering property owners and managers worldwide to market, book, and run their rental businesses from a single, intuitive platform. Headquartered in sunny Barcelona and backed by a truly international team of over 300 professionals representing more than 50 nationalities, arenaflex blends cutting‑edge technology with a passion for hospitality.

Our mission is simple: give every host the tools they need to turn a property into a thriving business. To achieve that, we rely on a dedicated, tech‑savvy support force that helps customers unlock the full potential of the arenaflex platform. If you love solving complex problems, enjoy working with people from diverse cultures, and thrive in a fully remote environment, you’ve found your next career home.

Role Overview – Customer Support Specialist (Fully Remote – LATAM)

As a Customer Support Specialist on the LATAM team, you will become a guru of the arenaflex platform. Your primary mission is to provide fast, accurate, and empathetic technical assistance to our customers via email, phone, and chat. You will diagnose issues, guide users through setup and optimization, and collaborate closely with product and engineering to turn feedback into product improvements.

This role is 100 % remote, allowing you to work from anywhere in the LATAM region while staying connected to a vibrant, multicultural community of colleagues and customers.

Key Responsibilities

• Deliver high‑quality technical support to customers in English (and optionally Spanish/Portuguese) via email, phone, and live chat.
• Diagnose, troubleshoot, and resolve complex technical issues related to the arenaflex platform, including website creation, booking engine integration, and payment gateway configuration.
• Document bugs, feature requests, and recurring problems in our ticketing system, ensuring clear communication with the development team.
• Collaborate with product managers and engineers to reproduce issues, provide detailed logs, and verify fixes before release.
• Produce and maintain internal knowledge‑base articles, FAQs, and step‑by‑step guides for both customers and fellow support agents.
• Identify trends in support tickets, propose process improvements, and contribute to the continuous enhancement of the support workflow.
• Maintain a customer‑centric mindset, ensuring every interaction ends with a satisfied, empowered host ready to grow their business.
• Participate in regular team meetings, training sessions, and cross‑functional workshops to stay up‑to‑date on product updates and industry best practices.

Essential Qualifications

• Minimum 2 years of experience in technical customer support, help‑desk, or a similar role within a SaaS environment.
• Exceptional verbal and written communication skills in English; fluency in Spanish or Portuguese is a strong advantage.
• Proven ability to diagnose and resolve complex technical problems, preferably with cloud‑based applications.
• Experience using CRM and ticketing platforms such as Zendesk, Intercom, Freshdesk, or similar tools.
• Self‑motivated, organized, and capable of managing multiple priorities in a fast‑paced, remote setting.
• Strong empathy and a genuine desire to help customers succeed.

Preferred Qualifications & Nice‑to‑Have Skills

• Familiarity with cloud infrastructure services (AWS, Azure, Google Cloud) and basic networking concepts.
• Background in the travel, hospitality, or vacation‑rental industry.
• Hands‑on experience with website builders, DNS configuration, and SSL certificate management.
• Exposure to API integrations, webhook troubleshooting, or basic scripting (e.g., JavaScript, Python).
• Previous remote work experience and a proven track record of thriving in distributed teams.

Core Skills & Competencies

• Technical Acumen: Ability to quickly learn new software features, understand SaaS architecture, and explain technical concepts in plain language.
• Problem‑Solving: Systematic approach to diagnosing issues, gathering relevant data, and delivering effective solutions.
• Communication: Clear, concise, and friendly writing style; active listening; ability to adapt tone based on customer expertise.
• Collaboration: Comfortable working with product, engineering, and sales teams to close the loop on customer feedback.
• Time Management: Prioritization of tickets, adherence to SLAs, and efficient handling of high‑volume support periods.
• Adaptability: Flexibility to adjust to new product releases, evolving processes, and shifting priorities.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Support Specialist, you will have access to:

• Regular training workshops on product updates, advanced troubleshooting techniques, and soft‑skill development.
• Mentorship programs pairing you with senior support engineers or product managers.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Customer Success Manager, or Product Analyst.
• Company‑wide hackathons and innovation days where you can contribute ideas that shape the future of the arenaflex platform.
• Reimbursement for relevant certifications (e.g., AWS Certified Cloud Practitioner, ITIL Foundation).

Culture, Values, & Work Environment at arenaflex

Our culture is built on four pillars: Innovation, Diversity, Empowerment, and Fun. We celebrate the richness of our global team, encouraging each member to bring their unique perspective to the table. Remote work is more than a policy—it’s a philosophy that trusts you to deliver results while enjoying flexibility.

Key cultural highlights include:

• Monthly virtual coffee chats and cross‑regional meet‑ups to foster personal connections.
• Annual in‑person team‑building retreats (fully funded) in inspiring locations.
• Recognition programs that spotlight outstanding customer service, innovative ideas, and collaborative spirit.
• Inclusive policies that support work‑life balance, mental health, and continuous learning.

Compensation, Perks, & Benefits

arenaflex offers a competitive salary paid in EUR or USD, aligned with market standards for remote LATAM talent. In addition to base compensation, you will enjoy:

• Fully remote work setup with a stipend for computer, peripherals, and high‑speed internet.
• Health, dental, and vision insurance options (where applicable).
• Generous paid time off, including holidays that reflect the cultural diversity of our team.
• Performance‑based bonuses and a referral program that rewards you for bringing great talent into the arenaflex family.
• Professional development budget for courses, conferences, and certifications.
• Access to a global network of colleagues, mentors, and industry experts.

How to Apply

If you are ready to become a technical champion for hosts around the world, we want to hear from you. Please submit your resume and a brief cover letter in English through the link below. All applications will be reviewed promptly, and qualified candidates will be contacted for the next steps.

Apply Job!

Join arenaflex – Make an Impact on the Future of Hospitality

At arenaflex, you will be part of a dynamic, high‑growth company that values curiosity, collaboration, and customer obsession. Your expertise will directly influence the success of thousands of vacation‑rental owners, helping them turn dreams into reality. Embrace the freedom of remote work, the excitement of a fast‑moving SaaS environment, and the satisfaction of delivering world‑class support.

Don’t wait—apply today and start your adventure with arenaflex!