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

About arenaflex

arenaflex is pioneering the mobile lottery experience in the United States. By transforming a $300 billion global market into a seamless, smartphone‑first platform, arenaflex empowers millions of players—from tech‑savvy millennials to grandparents—to purchase official state lottery tickets such as Powerball and Mega Millions with confidence, convenience, and responsibility. Our mission is to modernize the way people engage with lottery games, delivering a safe, fun, and socially responsible digital experience that sets new standards for the industry.

Why This Role Matters

At arenaflex, the customer journey is at the heart of everything we do. As a Customer Support Associate, you will be the trusted voice that guides users through their experience, resolves challenges, and ensures every interaction reflects our commitment to excellence. Your expertise will directly influence user satisfaction, retention, and the overall reputation of arenaflex as a leader in mobile gaming.

Key Responsibilities

• Multi‑Channel Support: Respond promptly to inbound inquiries via phone, voicemail, in‑app messaging, web chat, email, and social media platforms, ensuring each user receives a personalized and helpful resolution.
• Operational Tasks: Manage identity verifications, ACH (Automated Clearing House) requests, credit‑card chargebacks, and other day‑to‑day financial operations with precision and confidentiality.
• Collaboration & Escalation: Partner with internal teams—including product, compliance, finance, and engineering—as well as external partners, to troubleshoot complex issues and deliver swift, accurate solutions.
• Product Mastery: Continuously deepen your knowledge of arenaflex’s mobile app, lottery ticket purchasing flow, and regulatory requirements to become a subject‑matter expert for both customers and teammates.
• Feedback Loop: Capture recurring pain points, suggest product improvements, and contribute to the creation of self‑service resources such as FAQs, knowledge‑base articles, and tutorial videos.
• Quality Assurance: Document interactions in the support platform, maintain detailed case notes, and adhere to service‑level agreements (SLAs) to uphold high standards of performance.

Essential Qualifications

• Proven experience in high‑volume B2C customer support, preferably within a fast‑growing tech or fintech environment.
• 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 empathetically.
• Fluency in both English and Spanish (spoken and written), enabling you to serve a diverse user base.
• Demonstrated experience engaging customers through social media channels, app‑store reviews, and community forums.
• Familiarity with payment processing workflows, including ACH transfers, credit‑card transactions, and dispute resolution mechanisms.
• Flexibility to work evenings, overnight shifts, or extended hours as business needs dictate.

Preferred Qualifications & Additional Skills

• Experience in the gaming, lottery, or regulated financial services sectors.
• Knowledge of state‑by‑state lottery regulations and compliance standards.
• Ability to analyze data trends from support tickets to identify systemic issues.
• Comfort with remote collaboration tools (e.g., Slack, Zoom, Asana) and a self‑motivated work ethic.
• Customer‑centric mindset with a passion for turning challenges into positive experiences.

Core Competencies for Success

• Empathy & Patience: Understand user frustrations and respond with genuine care.
• Problem‑Solving: Quickly diagnose issues, think critically, and propose effective resolutions.
• Attention to Detail: Accurately capture transaction data, verification steps, and compliance notes.
• Adaptability: Thrive in a dynamic, rapidly evolving environment where priorities shift.
• Team Collaboration: Communicate clearly with cross‑functional partners to drive collective outcomes.

Career Growth & Learning Opportunities

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

• Structured onboarding programs that cover product architecture, regulatory compliance, and support best practices.
• Ongoing training workshops on advanced communication techniques, conflict resolution, and multilingual support.
• Mentorship from senior support leaders and product managers who can guide your career trajectory.
• Opportunities to transition into specialized roles such as Customer Experience Analyst, Compliance Specialist, or Product Operations Manager as you demonstrate expertise and leadership.
• Company‑wide learning resources, including subscriptions to industry publications, webinars, and certifications (e.g., Certified Customer Service Professional).

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $28, with eligibility for overtime in accordance with FLSA regulations. In addition to base compensation, you can expect:

• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with employer matching contributions.
• Generous paid time off (PTO) and holiday schedules.
• Flexible remote work arrangements, allowing you to work from any U.S. location.
• Employee assistance programs (EAP) that provide counseling, financial advice, and wellness resources.
• Technology stipend for home office setup, high‑speed internet, and ergonomic accessories.
• Recognition programs that celebrate outstanding customer service achievements.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Innovation, Inclusion, and Integrity. We foster an environment where ideas are welcomed, diverse perspectives are celebrated, and ethical standards guide every decision. As a remote‑first organization, arenaflex encourages autonomy while maintaining strong team connections through regular virtual meet‑ups, cross‑departmental hackathons, and inclusive social events.

Key cultural highlights include:

• Open Communication: Transparent leadership updates and an “ask‑me‑anything” culture.
• Community Impact: Initiatives that give back to local communities, including responsible gaming education and charitable lottery fundraisers.
• Continuous Improvement: Data‑driven feedback loops that empower employees to shape processes and product features.
• Diversity & Belonging: Employee resource groups (ERGs) that support underrepresented voices and promote cultural awareness.

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, 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 passionate about delivering world‑class support, thrive in a fast‑paced tech environment, and want to be part of a mission‑driven company reshaping the lottery landscape, we want to hear from you. Click the link below to submit your application and join the arenaflex family.

Apply Now – Become a Customer Support Champion at arenaflex

Take the Next Step

At arenaflex, every interaction matters. By joining our support team, you will play a pivotal role in ensuring that millions of users enjoy a safe, enjoyable, and hassle‑free lottery experience. Bring your bilingual talent, problem‑solving spirit, and dedication to service excellence—apply today and help us build the future of mobile gaming.