Experienced Customer Support Coordinator – Global Fare Payment Revolution
At arenaflex, we're driving the fare payment revolution, powering the journeys of millions all over the world. We build fare collection platforms that allow riders to seamlessly buy and present tickets for public transport either on their mobile phones, from a ticket machine, or even by tapping their bank card to travel. Our Justride platform is used in over 250 locations globally, including some of the largest cities in the world. With our industry-first mobile ticketing SDK, we've partnered with large players in the transport space, including Uber, Moovit, and Transit.
Join the arenaflex Team
Choosing a role here means joining a network of innovators from all walks of life; a group of passionate individuals who consistently deliver. Here, you'll find the tools you need to build the career you want. Whether you're taking the direct route or trying a new path, we'll support you no matter what. Our team is passionate about making a difference, and we're looking for like-minded individuals to join us on this journey.
The Role
As an Experienced Customer Support Coordinator at arenaflex, you will provide front-line support for transportation agencies and technology partners worldwide, ensuring high levels of satisfaction with our mobile ticketing platform. You'll use your problem-solving skills to address support incidents and collaborate with internal teams to resolve issues efficiently. This fast-paced role offers valuable opportunities to deepen your knowledge of hardware and software applications. As an ambassador for arenaflex, you will interact directly with customers, resolve issues, and deliver seamless experiences for riders and commuters.
Location
This role is only available to candidates based in Colombia in a fully remote model. As a remote team member, you'll have the flexibility to work from anywhere, while still being part of a collaborative and dynamic team.
Responsibilities
* Serve as the primary contact for 1st and 2nd line inbound support requests via phone and email, managing technical and non-technical issues with professionalism and courtesy
* Respond promptly to requests, gather troubleshooting data, and assist in resolving issues alongside product management and engineering teams
* Coordinate customer calls, progress reports, and incident management, ensuring resolution aligns with SLA performance standards
* Troubleshoot various technical issues on the Justride platform and related hardware
* Work with fellow coordinators to process rider account deletions, hardware returns, and replacements promptly
* Develop and maintain reference materials, incident management solutions, and online FAQs
* Gain a deep understanding of all arenaflex products and how they are deployed in real-world scenarios
* Participate in on-call rotations during holiday periods
About You
* Some experience in enterprise software support within a client-facing role
* Technical skills gained through hands-on experience, education, or equivalent learning, with strong investigative, debugging, and problem-solving abilities
* Exceptional verbal and written communication skills in English, with meticulous attention to documenting processes
* Comfortable working independently and as part of a team, especially under strict deadlines
* Enthusiastic about knowledge sharing
Nice to Have
* Experience with customer service applications (Salesforce, Zendesk)
* Experience with SQL, REST APIs, and version control (Git)
* Knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java)
* Experience with cloud computing providers (AWS)
* Fluency in Spanish or Italian
Benefits
* 15 days paid vacation for each year of service plus 18 public holidays
* Private Healthcare
* Monthly team bonding allowance
* Menopause support
* Choice of a workstation
* Ability to work for up to 3 months per year from any country in the world
* Fun and collaborative environment with a focus on making a difference in the world
* Training allowance of up to $750 USD and $250 USD to spend on your home office every year
Why Join arenaflex?
* Driven by Purpose – We believe in journeys made simple. The work isn't always easy, but the best things never are.
* Encouraged to Accelerate – arenaflex is going places and our people are in the driving seat. Whether you're taking the direct route or exploring new paths, we support your journey.
* Advancing with Empathy – We put people first and foster a culture of learning, not blame. No matter your cargo, we share the load.
We're already powering journeys - are you ready to join us?
If you're passionate about making a difference and want to be part of a dynamic team that's shaping the future of fare payment, apply now to become an Experienced Customer Support Coordinator at arenaflex.