Customer Support Associate – Bilingual (English/Spanish) – Remote, Part‑Time, High‑Volume B2C Support for Mobile Lottery Platform at arenaflex

About arenaflex

arenaflex is pioneering the mobile lottery experience in the United States, delivering a secure, convenient, and responsible way for millions of players to purchase official state lottery tickets—including Powerball, Mega Millions, and many regional games—directly from their smartphones. By modernizing a $300 billion global lottery market, arenaflex is creating a digital ecosystem that blends fun, safety, and accessibility, making it possible for anyone—from tech‑savvy millennials to grandparents—to enjoy the excitement of the lottery without leaving their homes.

Our mission is to transform an age‑old industry with cutting‑edge technology, robust compliance, and a customer‑centric mindset. As we continue to expand our footprint across the U.S., we are looking for passionate, empathetic, and tech‑fluent individuals to join our growing team and help shape the future of mobile gaming.

Why This Role Matters

As a Customer Support Associate at arenaflex, you will be the frontline ambassador for our brand, ensuring every user interaction reflects the trust, reliability, and excitement that define our platform. Your expertise will directly influence user satisfaction, retention, and the overall reputation of arenaflex in a highly competitive market.

Key Responsibilities

• Respond promptly and professionally to inbound inquiries across phone, voicemail, in‑app messaging, web chat, email, and social media platforms.
• Manage identity verifications, ACH requests, chargebacks, and other day‑to‑day operational tasks with meticulous attention to detail.
• Collaborate with internal teams—including product, compliance, finance, and engineering—to troubleshoot and resolve complex customer issues.
• Partner with external third‑party service providers (payment processors, verification services, etc.) to ensure seamless issue resolution.
• Maintain and continuously update expert‑level knowledge of arenaflex’s product suite, policies, and regulatory requirements.
• Document recurring issues and contribute to the creation of self‑service resources, FAQs, and knowledge‑base articles.
• Identify trends in customer feedback and proactively suggest product or process improvements to senior leadership.
• Adhere to service‑level agreements (SLAs) and quality‑assurance standards while delivering a consistently positive customer experience.

Essential Qualifications

• Proven experience in high‑volume B2C customer support, preferably within fintech, gaming, or regulated industries.
• Hands‑on proficiency with leading support platforms such as Helpshift, Zendesk, or comparable ticketing systems.
• Exceptional verbal and written communication skills, with the ability to convey complex information clearly and courteously.
• Bilingual fluency in English and Spanish, enabling you to serve a diverse user base across multiple regions.
• Demonstrated experience engaging customers via social media channels, app‑store reviews, and community forums.
• Solid understanding of payment processing workflows, including ACH transfers, credit‑card transactions, and chargeback dispute resolution.
• Flexibility to work evenings, overnight shifts, or extended hours as business needs dictate.

Preferred Qualifications & Additional Skills

• Experience with regulatory compliance frameworks related to gambling, gaming, or financial services.
• Familiarity with CRM integrations, data analytics tools, and reporting dashboards.
• Ability to multitask in a fast‑paced environment while maintaining a calm, solution‑focused demeanor.
• Strong problem‑solving instincts and a proactive approach to identifying root causes.
• Previous exposure to remote work environments and self‑management techniques.

Core Competencies for Success

• Empathy & Active Listening: Truly understand the customer’s perspective and respond with genuine care.
• Technical Acumen: Quickly learn and navigate arenaflex’s mobile app, web portal, and backend tools.
• Attention to Detail: Accurately process financial transactions and verify user identities without error.
• Collaboration: Work seamlessly with cross‑functional teams to drive swift resolutions.
• Adaptability: Thrive in a dynamic, evolving industry where priorities shift rapidly.

Career Growth & Learning Opportunities

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

• Structured onboarding and continuous training programs covering product knowledge, compliance, and advanced communication techniques.
• Mentorship from senior support leaders and opportunities to shadow product, engineering, and compliance teams.
• Pathways to advance into senior support roles, team lead positions, or specialized functions such as fraud analysis, quality assurance, or operations management.
• Regular workshops on emerging technologies, data privacy, and industry trends to keep your skill set future‑ready.

Work Environment & Culture at arenaflex

We champion a remote‑first culture that values flexibility, autonomy, and work‑life balance. Our team members enjoy:

• A collaborative, inclusive atmosphere where diverse perspectives are celebrated.
• Regular virtual coffee chats, team‑building activities, and all‑hands meetings that keep everyone connected.
• Transparent communication from leadership, with clear visibility into company goals and performance.
• Supportive policies that encourage mental‑health days, wellness initiatives, and continuous learning.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $28 per hour for this part‑time, non‑exempt position, with eligibility for overtime in accordance with FLSA regulations. In addition to base pay, you can expect:

• Performance‑based bonuses and recognition programs.
• Comprehensive health, dental, and vision coverage (available after a short probationary period).
• Retirement savings options with company matching contributions.
• Paid time off, sick leave, and holiday pay.
• Access to a stipend for home‑office equipment and high‑speed internet.
• Employee assistance programs, wellness resources, and discounts on arenaflex merchandise.

Equal Opportunity & Accessibility

arenaflex is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to providing reasonable accommodations for individuals with disabilities throughout the hiring process and in the workplace. To request an accommodation, please contact [email protected].

How to Apply

If you are ready to bring your bilingual communication skills, passion for customer service, and enthusiasm for innovative technology to a fast‑growing company, we want to hear from you. Click the link below to submit your application and become a vital part of the arenaflex family.

Apply Job!

Join arenaflex and Make Every Interaction Count

At arenaflex, every conversation is an opportunity to build trust, enhance the user experience, and drive the future of mobile lottery. Your dedication will help us deliver a safe, enjoyable, and responsible gaming environment for millions of players nationwide. Apply today and start shaping the next chapter of digital entertainment.