Dynamic B2B Customer Support Representative – Remote SaaS Platform for Youth Sports

About arenaflex

At arenaflex we believe that when communities connect through sports, they become stronger, healthier, and more vibrant. Our platform empowers coaches, parents, and administrators to manage every aspect of youth sports—from scheduling games and practices to handling registrations, communications, and reporting. By removing the administrative “work” from play, we enable coaches to focus on coaching and families to focus on fun.

Our mission drives everything we do, and we’re proud to be recognized as a leading remote‑first workplace. We’ve earned accolades for our inclusive culture, innovative product, and commitment to employee growth. If you thrive in an environment where big ideas are celebrated, egos are kept small, and remote collaboration feels natural, arenaflex is the place where you can turn your passion for service into real impact.

Why This Role Matters

As a Customer Support Representative at arenaflex, you become the trusted guide for our B2B customers—youth sports leagues, schools, and community organizations that rely on our platform daily. You’ll be the first line of defense and the ultimate problem‑solver, ensuring every user feels heard, supported, and empowered to get back to the field as quickly as possible.

Key Responsibilities

• Deliver WOW‑Level Service: Respond to customer inquiries via email, live chat, and occasional outbound calls, turning routine interactions into memorable experiences.
• Own the End‑to‑End Journey: Take full ownership of each ticket—from initial contact through resolution—identifying root causes, proposing solutions, and documenting outcomes.
• Strategic Escalation: Assess the urgency and complexity of each issue, deciding when a chat should evolve into a phone call, Zoom session, or handoff to a product specialist.
• Proactive Problem Solving: Anticipate customer needs, offer tailored guidance, and suggest best‑practice workflows that help users maximize platform value.
• Metrics & Performance: Consistently meet or exceed targets for productivity, customer satisfaction (CSAT), first‑contact resolution, and reliability.
• Knowledge Sharing: Contribute to internal knowledge bases, create helpful documentation, and mentor newer team members.
• Continuous Improvement: Provide feedback to product, engineering, and operations teams based on real‑world usage patterns and recurring pain points.

Essential Qualifications

• Demonstrated commitment to “doing right by the customer” with a friendly, professional, and solutions‑focused attitude.
• Strong technical aptitude—comfort navigating SaaS platforms, troubleshooting user issues, and guiding users of varied technical skill levels.
• Excellent written and verbal communication skills; ability to convey complex concepts clearly and courteously.
• Proven track record of high performance in customer support, technical support, or related service roles.
• Self‑starter mindset with the ability to thrive in a fully remote environment across multiple time zones.

Preferred Qualifications (Bonus Points)

• Experience working in SaaS, tech start‑up, or fast‑growing product companies.
• Background as a sports league administrator, parent, coach, or participant in recreational sports—bringing authentic empathy for our users.
• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk), CRM tools, and remote collaboration suites.
• Prior exposure to remote‑first work cultures and proven ability to stay motivated without a traditional office setting.

Core Skills & Competencies for Success

• Problem‑Solving Creativity: Ability to diagnose issues quickly, think laterally, and develop practical work‑arounds.
• Empathy & Active Listening: Recognize the emotional undertone of customer conversations and respond with genuine care.
• Time Management & Prioritization: Juggle multiple tickets efficiently while maintaining quality and speed.
• Data‑Driven Mindset: Use metrics and feedback loops to continuously improve personal performance and team processes.
• Collaboration: Work closely with product, engineering, sales, and marketing teams to align on customer expectations.
• Adaptability: Thrive in a dynamic environment where product updates and customer needs evolve rapidly.

Compensation & Benefits

Compensation: We offer a competitive hourly rate starting at $20.00 per hour, inclusive of bonuses and commissions. Pay is adjusted based on experience, certifications, geographic location, and performance.

Total Rewards Package Includes

• Remote‑first work model—flexibility to work from anywhere in the United States (permanent U.S. residents only).
• Unlimited Paid Time Off (PTO) and generous parental leave for all parents.
• 100% premium coverage of medical, dental, and vision insurance for you and your family.
• 401(k) retirement plan with employer matching.
• $1,500 annual stipend for learning, development, and certifications.
• Home office allowance to set you up for success.
• Quarterly travel opportunities for all‑company meetups and team‑building events.
• Monthly wellness stipend for health‑related expenses.
• Company swag and a $50 credit each work anniversary.

Work Environment & Culture at arenaflex

Remote‑First Philosophy: We’ve been remote since 2009, long before remote work became a buzzword. Our distributed teams collaborate through async communication, video calls, and a suite of digital tools that keep everyone aligned.

Culture of Trust & Accountability: We empower each employee to make decisions, take ownership, and learn from outcomes. Transparency is a cornerstone—company goals, product roadmaps, and performance metrics are shared openly.

Inclusivity & Diversity: We believe diverse perspectives fuel innovation. arenaflex is committed to building an environment where every voice is valued, and we continually invest in DEI initiatives, inclusive hiring practices, and accessibility support.

Growth Opportunities: Whether you want to deepen your expertise in customer success, transition into a team lead role, or explore product management, we provide mentorship, cross‑functional projects, and clear career ladders.

Fun & Engagement: From virtual coffee chats and game nights to occasional in‑person gatherings in exciting locations, we blend professionalism with a genuine sense of community.

Application Process & Next Steps

If you’re excited about helping youth sports organizations thrive and you meet most (or even some) of the qualifications above, we encourage you to apply. We understand that talent is multifaceted, and we look beyond a strict checklist to discover the unique strengths each candidate brings.

To submit your application, click the “Apply” button below and include a resume, a brief cover letter highlighting why you’re passionate about customer support in the sports tech space, and any relevant work samples or references.

Ready to join arenaflex and make a lasting impact on the world of youth sports? We can’t wait to meet you!