Customer Support Coach – Remote Hospitality SaaS Specialist (Bilingual English/Spanish) – Guest Success, Training & Retention Leader

Welcome to arenaflex – Redefining Hospitality Through Intelligent Software

At arenaflex, we aren’t just creating software; we’re reshaping the way hotels, hostels, B&Bs, and vacation rentals operate worldwide. Our cloud‑based platform powers thousands of properties across more than 150 countries, handling billions of bookings each year. By uniting front‑desk operations, revenue management, and guest communication into a single, AI‑enhanced solution, we help hospitality teams deliver unforgettable experiences while driving revenue and efficiency.

Founded in 2012, arenaflex has grown into a global leader recognized for innovation, rapid growth, and a culture that celebrates diversity, curiosity, and continuous learning. Our remote‑first philosophy means you can join a vibrant, collaborative team from anywhere in Europe while contributing to a product that truly changes the hospitality landscape.

Why This Role Matters – Your Impact as a Customer Support Coach

As a Customer Support Coach at arenaflex, you will be the trusted voice for our hotel partners. You’ll not only resolve inquiries across chat, email, and phone but also mentor fellow support agents, develop training resources, and translate customer feedback into actionable product improvements. Your work will directly influence guest satisfaction, software adoption, and the long‑term success of hospitality businesses that rely on arenaflex.

Our Remote Customer Support Team – A Global Community of Problem‑Solvers

Join a dynamic, fully remote team of over 60 dedicated Customer Support professionals spanning 40+ countries. Our team thrives on collaboration, empathy, and a shared commitment to excellence. We celebrate cultural diversity, encourage knowledge sharing, and invest heavily in each member’s professional growth.

Key Responsibilities

• Provide prompt, courteous assistance to hotel partners via phone, email, live chat, and any emerging communication channels.
• Diagnose and troubleshoot technical issues, guiding customers through step‑by‑step resolutions.
• Conduct outbound calls for escalated cases, ensuring timely closure and customer satisfaction.
• Mentor and coach junior support agents, delivering real‑time feedback, role‑playing scenarios, and performance reviews.
• Develop, update, and maintain comprehensive training materials, knowledge‑base articles, and onboarding guides.
• Collect and synthesize customer feedback, presenting insights to product and engineering teams to influence roadmap decisions.
• Stay ahead of platform updates, new feature releases, and industry trends through continuous learning and internal training sessions.
• Collaborate with cross‑functional teams—including Sales, Product, and Marketing—to ensure a seamless end‑to‑end guest experience.

Essential Qualifications

• Minimum 1 year of hands‑on hospitality experience (front desk, night audit, revenue management, or general management) in hotels, hostels, B&Bs, or similar environments.
• Demonstrated ability to deliver exceptional customer service; prior support experience is a strong plus.
• Fluent in English and Spanish; proficiency in Portuguese is an added advantage.
• Excellent verbal and written communication skills, with a natural ability to convey complex concepts in simple terms.
• High emotional intelligence, empathy, and a problem‑solving mindset.
• Proven learning agility—quickly mastering new software, processes, and industry terminology.
• Relevant degree or at least 2 years of verified experience in hospitality operations or customer support.
• Strong computer literacy and comfort navigating multiple SaaS tools simultaneously.
• Reliable high‑speed internet connection and a suitable home‑office environment.

Preferred Skills & Competencies

• Experience with SaaS ticketing platforms (e.g., Zendesk, Freshdesk) and CRM systems.
• Familiarity with AI‑driven hospitality solutions or property management systems.
• Ability to analyze data trends and produce actionable reports for continuous improvement.
• Track record of coaching or training teams, with measurable outcomes.
• Multilingual capabilities beyond English/Spanish, enhancing support for a global client base.

Career Growth & Learning Opportunities

arenaflex invests heavily in your professional development. As a Customer Support Coach, you will have access to:

• arenaflex University – a curated library of courses covering hospitality trends, AI fundamentals, communication mastery, and leadership development.
• Mentorship programs pairing you with senior product managers and engineering leads.
• Opportunities to transition into specialized roles such as Customer Success Manager, Product Trainer, or Operations Analyst.
• Regular internal hackathons and innovation sprints where you can contribute ideas that shape the next generation of hospitality technology.

Compensation, Perks & Benefits

While exact salary ranges are tailored to experience and location, arenaflex offers a competitive compensation package that includes:

• Base salary aligned with European market standards for remote roles.
• Performance‑based bonuses tied to customer satisfaction and team metrics.
• Generous paid time off (PTO) in accordance with local labor regulations.
• Two complimentary corporate apartment stays per year (San Diego & São Paulo) for personal travel or remote work retreats.
• Full‑paid parental leave for primary and secondary caregivers.
• Home‑office stipend adjusted to your country of residence, covering ergonomic furniture, high‑speed internet, and accessories.
• Access to professional therapy and coaching services to support mental well‑being.
• Comprehensive health, dental, and vision plans where applicable.
• Employee assistance programs, wellness challenges, and virtual social events to foster community.

Our Culture – Inclusion, Innovation, and Remote Collaboration

arenaflex is proud to be an Equal Opportunity Employer. Our workforce reflects a mosaic of cultures, languages, and perspectives—over 30 languages are spoken across the company. We champion an inclusive environment where every voice is heard, and we actively remove barriers for individuals with disabilities. If you require reasonable accommodations during the hiring process, please reach out to our HR team at [email protected] or call +1‑858‑201‑7832 for ASL interpreter support.

Our remote‑first model means you’ll be empowered to work from any location in Europe, with flexible schedules that respect work‑life balance. Collaboration happens through video calls, shared digital workspaces, and regular virtual coffee chats, ensuring you stay connected to teammates worldwide.

Why Join arenaflex?

By joining arenaflex, you become part of a purpose‑driven organization that is:

• Leading the hospitality industry with AI‑powered solutions that streamline operations and elevate guest experiences.
• Recognized for rapid growth and innovation—our accolades include multiple industry awards and repeated placement on the arenaflex Technology Fast 500 list.
• Committed to continuous learning, offering you the tools and mentorship needed to advance your career.
• Dedicated to fostering a supportive, diverse, and collaborative community where every employee can thrive.

Ready to Make a Difference?

If you are passionate about hospitality, love helping people solve problems, and thrive in a remote, fast‑paced environment, we want to hear from you. Apply today and start your journey with arenaflex—where technology meets hospitality, and every day brings a new opportunity to shape the future of the industry.

Apply Now – Become a Customer Support Coach at arenaflex