Customer Support Specialist – Bilingual (PST) – Remote – arenaflex Architecture SaaS Platform

About arenaflex – Transforming the Architecture & Engineering Landscape

At arenaflex, we believe that every building, every classroom, every hospital, and every home begins with a vision – a vision that is brought to life by architects, engineers, and a network of dedicated professionals. Yet, many of these visionaries still rely on spreadsheets and fragmented tools to manage complex projects. arenaflex is on a mission to replace those outdated processes with a unified, cloud‑based performance management platform that empowers firms to make faster, smarter decisions about budgeting, resources, and project execution.

Founded by industry veterans who understand the pain points of design firms, arenaflex combines deep domain expertise with cutting‑edge technology. Our platform is trusted by architecture and engineering practices worldwide to streamline workflows, improve profitability, and ultimately deliver better built environments for communities everywhere.

Why Join arenaflex?

People‑First Culture

Our core values revolve around curiosity, empathy, and a relentless focus on people. Whether you’re collaborating with product innovators, supporting a client, or mentoring a teammate, you’ll be encouraged to bring your authentic self to work and build genuine relationships that drive success.

Shape the Future of Design

Project management is just the beginning. arenaflex is expanding its platform to become the single source of truth for design documentation, consultant coordination, and real‑time analytics. As a member of our Customer Support team, you will have a front‑row seat to product evolution and the opportunity to influence roadmap decisions based on real customer insights.

World‑Class Product Team

You’ll work alongside some of the most talented product designers, engineers, and analysts in the SaaS space. Our collaborative environment encourages continuous learning, rapid experimentation, and the delivery of high‑impact features that set industry standards.

Role Overview – Customer Support Specialist (Remote – Mexico)

arenaflex is seeking a proactive, bilingual Customer Support Specialist to join our international contractor pool. In this role, you will be the trusted voice for our U.S. customers, delivering timely, accurate, and personable assistance through email, video, and live calls. You will also help define best‑in‑class support processes, identify operational efficiencies, and champion the customer’s perspective across the organization.

Key Responsibilities

• Ticket Resolution: Manage inbound support tickets via arenaflex, ensuring each inquiry receives a friendly, accurate, and prompt response. Document solutions and contribute to a growing knowledge base.
• Pre‑Escalation Troubleshooting: Replicate reported issues, gather essential details, and provide concise summaries before involving Engineering, reducing resolution time.
• Customer Calls & Video Sessions: Conduct live calls when deeper investigation or clarification is needed, turning complex problems into clear, actionable steps.
• Process Improvement: Analyze ticket triage patterns, surface inefficiencies, and propose scalable enhancements to improve team productivity.
• Product Mastery: Build and maintain deep expertise in arenaflex’s platform, staying current with new releases, feature updates, and industry trends.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Sales to share customer insights, advocate for user needs, and help shape a seamless user experience.
• Documentation & Knowledge Sharing: Contribute to internal wikis, FAQs, and training materials that empower both customers and fellow support agents.

What You’ll Bring

• 2‑3 years of experience in a Customer Support role within a startup or SaaS environment.
• Demonstrated sense of urgency and accountability – you own tickets from start to finish.
• Exceptional troubleshooting instincts – you investigate thoroughly, document findings, and only escalate when necessary.
• Clear, professional communication skills – you can translate technical concepts into simple, friendly language for non‑technical users.
• Strong attention to detail and a passion for operational efficiency – you spot patterns, identify gaps, and suggest improvements.
• Experience with arenaflex (our primary support tool) for ticket management.
• Reliable high‑speed internet, a personal laptop, and proficiency with arenaflex, arenaflex, arenaflex, and other essential online collaboration tools.
• Bonus: Familiarity with the architecture and engineering industry or experience with arenaflex (financial software).

Essential Qualifications

• Fluency in English (both written and spoken) – you will be supporting U.S. customers.
• Ability to work EST business hours (9:00 AM – 5:30 PM EST) from Mexico, which translates to 8:00 AM – 4:30 PM CST or 7:00 AM – 3:30 PM MST depending on daylight‑saving time.
• Self‑discipline to thrive in a fully remote environment – no office presence in Mexico.
• Strong internet connectivity and a quiet workspace conducive to professional calls.

Preferred Qualifications

• Previous experience supporting architecture, engineering, or construction‑focused SaaS platforms.
• Exposure to financial or accounting software ecosystems, especially arenaflex.
• Track record of implementing support process improvements that resulted in measurable efficiency gains.

Compensation & Benefits

Hourly Rate: $7 – $15 USD per hour, commensurate with experience, based on a 40‑hour work week. Payments are processed bi‑weekly in USD.

While this position is a contractor role, arenaflex offers a suite of benefits that reflect our commitment to employee well‑being and professional growth:

• Access to an innovative engineering and product culture that encourages experimentation and learning.
• Opportunity to work with an early‑stage, well‑funded company that values transparency and rapid growth.
• Inclusion and diversity are core priorities – you’ll join a team that celebrates varied perspectives.
• For full‑time, U.S.-based employees (not applicable to this contractor role): 100% premium health coverage for employees and families, dental & vision plans, a new laptop and equipment, and a wellness stipend.

Career Growth & Development

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

• Regular training sessions on product updates, advanced troubleshooting techniques, and communication best practices.
• Mentorship from senior support leaders and product managers who can guide your career trajectory.
• Opportunities to transition into specialized roles such as Customer Success, Product Management, or Technical Support Engineering as you demonstrate expertise and leadership.
• Participation in cross‑functional projects that give you visibility across the organization and broaden your skill set.

Work Environment & Culture at arenaflex

Our remote‑first philosophy means you can work from anywhere in Mexico while staying connected to a vibrant, collaborative global team. We foster a culture of:

• Open Communication: Transparent channels on arenaflex, regular all‑hands meetings, and a feedback‑rich environment.
• Empathy‑Driven Service: We treat every customer interaction as an opportunity to build trust and deliver value.
• Continuous Innovation: Product releases happen frequently, and you’ll be at the forefront of helping users adopt new features.
• Work‑Life Balance: Flexible scheduling within EST core hours, generous paid time off, and a supportive community that respects personal commitments.

How to Apply

If you are passionate about delivering exceptional support, love working with cutting‑edge SaaS products, and want to be part of a mission‑driven company that is redefining how architecture firms operate, we want to hear from you. Submit your application today and start your journey with arenaflex!

Join arenaflex – Build the Future of Architecture

At arenaflex, your work will have a tangible impact on the way design firms manage projects, allocate resources, and deliver value to their clients. By joining our support team, you become an ambassador for our customers, a catalyst for product improvement, and a key player in a rapidly growing industry. Don’t miss the chance to grow your career while shaping the future of the built environment.