Experienced Technical Customer Service/Onboarding Specialist – Franchise Business Support

At arenaflex, we're on a mission to revolutionize the way franchise businesses operate, and we're looking for a talented Technical Customer Service/Onboarding Specialist to join our team. As a key member of our customer success team, you'll play a critical role in ensuring our clients get the most out of our SaaS platform, Gorilla Dash. If you're passionate about delivering exceptional customer experiences, have a knack for technical problem-solving, and thrive in a fast-paced, dynamic environment, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative software solutions for franchise businesses. Our flagship product, Gorilla Dash, is a powerful platform that helps franchise owners streamline operations, improve customer engagement, and drive measurable revenue. With a growing client base spanning food, service, and retail industries, we're committed to delivering exceptional customer service and support that sets us apart from the competition.

Job Description

As a Technical Customer Service/Onboarding Specialist, you'll be the face of arenaflex for many of our clients. Your primary responsibilities will include:

• Guiding new franchise clients through setup and onboarding, ensuring a seamless transition to our platform
• Customizing onboarding plans based on client needs and business models to maximize their Gorilla Dash experience
• Delivering product demonstrations and training to new users, empowering them to get the most out of our software
• Providing first-line technical support via email, chat, and video calls, resolving product issues and escalating bugs or feature requests to our development team
• Maintaining high levels of customer satisfaction with timely, thoughtful responses, ensuring our clients feel valued and supported
• Assisting the sales team by conducting live demonstrations of the Gorilla Dash platform, helping prospective clients understand how our software fits into their operations
• Serving as a liaison between clients and our product development team, ensuring their feedback and feature requests are properly documented and communicated
• Tracking customer feedback and managing follow-ups through CRM or project management tools, helping us continuously improve our platform and services
• Attending and representing arenaflex at franchise expos and tradeshows (primarily in the US), engaging with prospective clients, giving demos, and collecting feedback

Qualifications

To succeed in this role, you'll need:

• 3+ years of experience in technical customer support, account management, or SaaS onboarding
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a clear, concise manner
• High technical literacy, with the ability to grasp software workflows quickly and troubleshoot issues efficiently
• Strong problem-solving and organizational skills, with a focus on delivering exceptional customer experiences
• Experience using helpdesk, CRM, and project management tools (e.g., Intercom, HubSpot, ClickUp, etc.)
• Comfortable working independently and remotely with international teams, with a willingness to work late hours to align with teams in Australia and Taiwan
• Exposure to or experience working with franchise businesses is a strong plus

Additional Information

* Base Salary: $70,000 USD per year

• Bonus Potential: based on onboarding success, customer satisfaction, and retention metrics
• Work Setup:

+ Remote-first flexibility, or office access in West Palm Beach, FL + Occasional US travel to tradeshows and events + Collaborative, mission-driven team environment + Flexible working hours + Paid vacation and optional professional development support

• All your information will be kept confidential according to EEO guidelines.

Why Join arenaflex?

At arenaflex, we're passionate about delivering exceptional customer experiences and empowering our clients to succeed. As a Technical Customer Service/Onboarding Specialist, you'll have the opportunity to:

• Work with a talented team of professionals who share your passion for customer success
• Develop your technical skills and expertise in a fast-paced, dynamic environment
• Make a meaningful impact on our clients' businesses, helping them achieve their goals and objectives
• Enjoy a competitive salary and bonus structure, with opportunities for professional growth and development
• Collaborate with international teams, gaining valuable experience and insights in a global context

If you're ready to join a team that's revolutionizing the way franchise businesses operate, apply now to become our next Technical Customer Service/Onboarding Specialist. Apply for this job