Welcome to arenaflex – Transforming the Future of Public Transit
At arenaflex, we are at the forefront of a worldwide fare‑payment revolution. Our innovative, cloud‑native platforms empower transportation agencies, mobility operators, and millions of daily riders to purchase and present tickets effortlessly—whether on a smartphone, a ticket‑machine kiosk, or with a simple tap of a bank card. By partnering with leading mobility brands and delivering a best‑in‑class mobile ticketing SDK, we enable seamless journeys across more than 250 cities and regions globally.
Joining arenaflex means becoming part of a vibrant network of technologists, designers, and transit‑enthusiasts who share a common purpose: making public transport fair, accessible, and delightful for everyone. Whether you are looking to accelerate your career, explore new technical horizons, or simply contribute to a mission that touches millions of lives, you will find the tools, mentorship, and community you need to thrive.
About the Role: Customer Support Coordinator
As a Customer Support Coordinator at arenaflex, you will be the front‑line champion for transportation agencies and technology partners around the globe. Your primary responsibility will be to ensure that every interaction with our mobile ticketing platform—known as Justride—is smooth, professional, and resolution‑focused. You will collaborate closely with product managers, engineers, and other support specialists to diagnose issues, provide clear guidance, and nurture long‑term relationships with our customers.
This position is fully remote and open only to candidates residing in Colombia. You will work within a dynamic, fast‑paced environment where each day brings new challenges, learning opportunities, and the chance to make a tangible impact on the daily commute of millions.
Key Responsibilities
- First‑ and Second‑Line Support: Serve as the primary point of contact for inbound support requests via phone, email, and ticketing systems. Manage both technical and non‑technical inquiries with courtesy and professionalism.
- Rapid Issue Triage: Gather essential troubleshooting data, reproduce problems where possible, and coordinate with product management and engineering teams to achieve swift resolutions.
- Incident Coordination: Schedule and lead customer calls, produce clear progress reports, and ensure that all incidents are resolved in line with Service Level Agreement (SLA) expectations.
- Technical Troubleshooting: Diagnose and resolve a wide range of hardware and software issues related to the Justride platform, including ticketing kiosks, on‑board validators, and mobile SDK integrations.
- Operational Tasks: Work with fellow coordinators to process rider account deletions, arrange hardware returns or replacements, and maintain accurate inventory records.
- Knowledge Base Development: Create, update, and curate reference documentation, internal incident‑resolution guides, and publicly‑facing FAQs to empower both customers and internal teams.
- Product Mastery: Develop a deep understanding of all arenaflex products, deployment models, and real‑world use cases to provide context‑rich support.
- On‑Call Rotation: Participate in scheduled on‑call coverage during holiday periods, ensuring continuous support coverage for global customers.
Essential Qualifications
- Demonstrable experience in enterprise software support or a client‑facing technical role.
- Strong investigative and debugging skills, acquired through hands‑on work, formal education, or self‑directed learning.
- Excellent verbal and written communication abilities in English, with a meticulous approach to documentation.
- Comfortable working both independently and collaboratively, especially under tight deadlines.
- Passion for knowledge sharing and continuous improvement within a support environment.
Preferred (Nice‑to‑Have) Skills
- Familiarity with customer‑service platforms such as Salesforce or Zendesk.
- Technical exposure to SQL, RESTful APIs, and version‑control systems (e.g., Git).
- Understanding of backend, frontend, or mobile development technologies (HTML, CSS, JavaScript, JSON, Swift, Objective‑C, Kotlin, Java).
- Experience with cloud infrastructure, particularly Amazon Web Services (AWS).
- Fluency in Spanish or Italian, to enhance communication with regional customers.
Core Skills & Competencies for Success
- Customer‑Centric Mindset: An unwavering focus on delivering value and positive outcomes for every rider and agency.
- Analytical Thinking: Ability to break down complex technical problems into manageable steps.
- Time Management: Prioritization of tasks to meet SLA targets while handling multiple simultaneous tickets.
- Collaboration: Seamless coordination with cross‑functional teams—product, engineering, operations, and sales.
- Adaptability: Readiness to learn new tools, platforms, and processes as the transit technology landscape evolves.
- Empathy: Understanding the pressures faced by transportation agencies and end‑users, and responding with patience and clarity.
Why Choose arenaflex?
At arenaflex, we believe that a rewarding career is built on purpose, growth, and a supportive environment. Below are some of the ways we invest in you:
Career Development & Learning
- Training Allowance: Up to $750 USD per year for courses, certifications, or conferences relevant to your role.
- Mentorship Programs: Pairing with senior engineers and product leaders to accelerate skill acquisition.
- Cross‑Functional Exposure: Opportunities to shadow engineering, product, or sales teams, broadening your perspective of the transit ecosystem.
- Clear Promotion Path: Transparent criteria for moving from Coordinator to Senior Support Specialist, Team Lead, or Customer Success Manager.
Compensation, Perks & Benefits
- Competitive Salary: Market‑aligned compensation with annual performance reviews.
- Paid Time Off: 15 days of vacation per year plus 18 public holidays, plus additional days for long‑service milestones.
- Private Healthcare: Comprehensive medical coverage for you and eligible dependents.
- Remote‑Work Flexibility: Work from anywhere in Colombia, with the option to spend up to three months per year in any country of your choice.
- Home‑Office Stipend: $250 USD each year to enhance your remote workspace.
- Team Bonding Allowance: Monthly budget for virtual or in‑person activities to foster camaraderie.
- Well‑Being Programs: Menopause support, mental‑health resources, and inclusive wellness initiatives.
- Choice of Workstation: Flexibility to select the hardware configuration that best fits your workflow.
Culture & Values
arenaflex cultivates a culture of openness, trust, and authenticity. We champion diversity, equity, and inclusion, actively seeking talent from under‑represented backgrounds and encouraging everyone to bring their whole, genuine selves to work. Our core values—Purpose, Empathy, Innovation, and Collaboration—inform every decision, from product design to daily interactions.
We celebrate small wins and big milestones alike, believing that a fun, collaborative environment fuels creativity and delivers the best outcomes for the riders we serve.
Work Environment
- Fully remote, with a robust digital collaboration toolkit (Slack, Teams, Confluence, etc.).
- Regular virtual coffee chats, quarterly all‑hands meetings, and annual global meet‑ups (travel‑sponsored for eligible employees).
- Transparent communication channels—leadership shares company vision, metrics, and roadmap updates.
- Employee Resource Groups (ERGs) focused on gender, LGBTQ+, neurodiversity, and cultural heritage.
How to Apply
If you are energized by solving real‑world problems, enjoy guiding customers through technical challenges, and want to be part of a mission‑driven organization reshaping public transportation, we want to hear from you. Bring your curiosity, your empathy, and your passion for making journeys fair for all.
Submit your resume, a brief cover letter outlining why you’re excited about the role, and any relevant supporting materials through the application link below. We look forward to meeting you and exploring how you can help us simplify transit for millions worldwide.
Apply Now – Join arenaflex and Drive the Future of Transit