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About arenaflex – Who We Are
arenaflex is a leading global provider of managed digital engagement services. With a community of over 10,000 skilled “Mods” across more than 70 countries and fluent in 50+ languages, we partner with world‑class brands to deliver top‑tier customer experiences. From bustling e‑commerce platforms to cutting‑edge entertainment services, our mission is to bridge the gap between brands and their audiences, ensuring every interaction feels personal, helpful, and memorable.
Why Join arenaflex?
At arenaflex, you’ll become part of a vibrant, mission‑driven network that values flexibility, growth, and a collaborative spirit. Our remote‑first culture empowers you to design your own workday while contributing to high‑impact projects for some of the most exciting brands on the planet. Whether you’re a seasoned support professional or an enthusiastic newcomer, we provide the tools, training, and community you need to thrive.
Position Overview
We are seeking enthusiastic, customer‑focused individuals to join our LATAM support team. In this role you will handle live chat and ticket‑based inquiries for a dynamic portfolio of clients, delivering timely, accurate, and friendly resolutions. You’ll work from the comfort of your own home, enjoy self‑scheduling, and contribute 25 hours per week on a 90‑day (or longer) engagement, with the potential to extend based on performance and project demand.
Key Responsibilities
- Real‑Time Customer Interaction: Respond to inbound chat messages and ticket submissions across multiple channels, ensuring every customer feels heard and supported.
- Issue Diagnosis & Resolution: Leverage product knowledge, internal resources, and escalation protocols to troubleshoot problems quickly and efficiently.
- Knowledge Base Contribution: Identify recurring issues and suggest updates to FAQs, help articles, and internal documentation.
- Escalation Management: Follow arenasflex’s structured escalation policy, routing complex cases to senior specialists while maintaining clear communication with the customer.
- Performance Metrics: Meet or exceed service level agreements (SLAs) for response time, resolution time, customer satisfaction (CSAT), and quality scores.
- Team Collaboration: Participate in virtual huddles, share best practices, and support fellow Mods in delivering consistent service standards.
- Continuous Learning: Stay up‑to‑date on product updates, industry trends, and emerging support tools to continuously improve your skill set.
Essential Qualifications
- Proven experience (minimum 12 months) in high‑volume customer service, preferably in a chat or ticket environment.
- Fluent written and spoken English (C1 level or higher) and native‑level proficiency in Spanish or Portuguese (LATAM markets).
- Demonstrated ability to follow escalation policies and maintain accurate case records.
- Strong problem‑solving mindset with a “can‑do” attitude and a knack for turning challenges into opportunities.
- Reliable high‑speed internet (minimum 10 Mbps download) and a dedicated, distraction‑free workspace.
- Access to a personal computer that meets or exceeds minimum technical specifications (Windows or macOS, modern browser support).
- Willingness to install required security software (MSQ) and two‑factor authentication (2FA) on your phone and computer.
Preferred Qualifications
- Experience supporting digital entertainment, streaming, or sports‑related platforms.
- Familiarity with CRM tools such as Zendesk, Freshdesk, or similar ticketing systems.
- Previous remote work experience with self‑managed scheduling.
- Multilingual abilities beyond English and Spanish/Portuguese (e.g., French, German).
- Certification in customer service excellence (e.g., HDI, COPC).
Core Skills & Competencies
- Communication Excellence: Clear, concise, and empathetic written communication; active listening skills for chat and phone support.
- Technical Aptitude: Ability to navigate multiple web applications simultaneously and troubleshoot basic technical issues.
- Time Management: Proven ability to prioritize tasks, manage concurrent tickets, and meet tight response windows.
- Adaptability: Comfortable working with evolving processes, new tools, and shifting client needs.
- Team Spirit: Collaborative mindset, willingness to share insights, and support peers in a distributed environment.
- Analytical Thinking: Ability to spot patterns, extract actionable insights from data, and recommend process improvements.
Work Schedule & Hours
The role operates on Pacific Time (PT) with coverage from 12:00 am to 12:00 pm PT, Monday through Sunday. You will commit to a minimum of 25 hours per week, with flexibility to self‑schedule within the designated shift window. This arrangement allows you to balance personal commitments while delivering consistent support coverage.
Compensation, Perks & Benefits
- Competitive Hourly Rate: Discussed during the interview process, reflecting your experience, language proficiency, and the complexity of the assigned client portfolio.
- Paid Orientation: Comprehensive onboarding to familiarize you with arenasflex’s platforms, policies, and best practices.
- Flexible Self‑Scheduling: Choose the exact hours that work best for you within the shift window.
- Remote‑First Environment: Work from any quiet, dedicated space in your home or a co‑working hub.
- Access to “Hot Gigs”: Exclusive opportunities to take on high‑visibility projects for premium clients.
- Professional Development: Ongoing training, webinars, and access to a library of resources to sharpen your support expertise.
- Community & Networking: Join a global network of Mods, participate in virtual events, and collaborate across cultures.
- Performance Incentives: Eligibility for bonuses, recognition awards, and career‑advancement pathways based on KPI achievement.
Career Growth & Learning Pathways
arenasflex believes in promoting from within. As you demonstrate mastery of chat and ticket handling, you may progress to senior support specialist, team lead, or even account‑management roles. Our internal mobility program encourages you to explore cross‑functional opportunities in community moderation, social media engagement, or quality assurance. Additionally, we sponsor certifications and provide mentorship to help you reach your long‑term career aspirations.
Work Environment & Culture
Our culture is built on three pillars: Respect, Innovation, and Impact. We value the unique perspectives each Mod brings, fostering an inclusive atmosphere where every voice is heard. Regular virtual coffee chats, recognition ceremonies, and collaborative workshops keep the community connected, despite geographic distance. At arenaflex, you’ll find a supportive team that celebrates wins, learns from challenges, and continuously pushes the boundaries of digital customer experience.
Application Process & Next Steps
Ready to become part of a dynamic, fast‑growing digital engagement squad? Follow these steps:
- Submit a detailed application, highlighting your relevant experience, language skills, and why you’re passionate about remote support.
- Complete the brief online assessment to showcase your written communication abilities.
- Participate in a video interview with our Talent Acquisition team to discuss your background and answer any questions you may have.
- Receive a personalized offer, including your hourly rate and start date.
Pro Tip: Take your time to craft clear, grammatically correct responses. A well‑written application dramatically improves your chances of moving forward.
Equal Opportunity Commitment
arenasflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic.
Apply Today
Excited to bring your expertise to arenasflex’s LATAM support team? Click the link below to start your application. We look forward to welcoming you to our global squad!