Bilingual Technical Customer Support Executive – 7‑Day Rotating Shift, English & Spanish, SaaS Restaurant Solutions at arenaflex

About arenaflex

arenaflex is a fast‑growing technology partner dedicated to empowering independent restaurants and takeaway businesses worldwide. Our mission is to simplify the complexities of running a food‑service operation by delivering a suite of intuitive, powerful SaaS tools backed by genuine human support. From order management to marketing automation, arenaflex equips culinary entrepreneurs with the digital foundation they need to compete with large chains, grow on their own terms, and fall back in love with their craft.

Founded in Ireland and now valued at over $1 billion, arenaflex has expanded its footprint across major culinary hubs, including London, Dublin, and Karachi. Despite rapid growth, we remain fiercely customer‑centric, building every product feature and support process around the real‑world challenges faced by restaurant owners and their teams.

Why This Role Matters

Our customers rely on arenaflex not just for technology, but for a trusted partnership that helps them thrive in a highly competitive market. As a Technical Customer Support Executive, you will be the frontline ambassador of that partnership. Your ability to resolve issues quickly, communicate clearly, and empathize deeply will directly influence the success of countless restaurants, ensuring they can focus on what they do best—creating great food and memorable experiences.

Role Overview

arenaflex is seeking a motivated, self‑starting professional to join our Technical Customer Support team on a 7‑day rotating shift schedule (6 am – 12 am UTC). This role demands flexibility, excellent bilingual communication skills, and a passion for technology‑driven hospitality. You will work closely with internal product, engineering, and operations teams while providing top‑tier support to our English‑ and Spanish‑speaking customers via phone, email, and live chat.

Key Responsibilities

• Deliver Outstanding Support: Respond promptly and professionally to inbound inquiries, ensuring each interaction ends with a satisfied customer.
• Resolve Complaints with Empathy: Listen actively, acknowledge concerns, and apply critical‑thinking skills to troubleshoot and resolve issues within agreed SLA timeframes.
• Clear Communication: Translate technical concepts into plain language, tailoring your tone and style to each customer’s level of expertise.
• Accurate Documentation: Log every interaction, diagnosis, and resolution in Salesforce, maintaining a reliable knowledge base for future reference.
• Cross‑Functional Collaboration: Escalate complex tickets to product or engineering, share insights with teammates, and contribute to continuous improvement initiatives.
• Product Mastery: Stay current on arenaflex’s evolving feature set, upcoming releases, and industry trends to provide informed guidance.
• Adhere to SLAs: Consistently meet or exceed metrics for response time, resolution time, customer satisfaction (CSAT), and quality assurance.
• Champion a Customer‑First Mindset: Proactively identify opportunities to enhance the customer journey and build lasting relationships.

Essential Qualifications

• Fluent in both written and spoken English and Spanish, with the ability to articulate technical information clearly in both languages.
• Proven experience in a customer support or service role, preferably within a SaaS or hospitality‑technology environment.
• Demonstrated ability to manage multi‑channel communications (phone, email, chat) while maintaining high quality standards.
• Strong problem‑solving aptitude, capable of diagnosing issues, researching solutions, and implementing fixes efficiently.
• Excellent interpersonal skills, empathy, and patience when dealing with frustrated or stressed customers.
• Highly organized, detail‑oriented, and able to prioritize multiple tickets without sacrificing accuracy.
• Comfortable using CRM tools; prior experience with Salesforce is a distinct advantage.
• Willingness to work flexible evening and weekend shifts as part of a 7‑day rotating schedule.

Preferred Qualifications

• Experience supporting restaurant‑oriented software platforms or point‑of‑sale systems.
• Familiarity with basic networking concepts, API integrations, and troubleshooting web‑based applications.
• Previous exposure to ticket‑routing and escalation processes in a high‑volume support center.
• Certification in customer service excellence (e.g., HDI, ITIL) or related fields.
• Demonstrated track record of meeting or surpassing SLA and CSAT targets.

Core Skills & Competencies

• Communication: Clear, concise, and friendly articulation across written and verbal channels.
• Technical Acumen: Ability to quickly learn new software features, navigate admin consoles, and troubleshoot integrations.
• Analytical Thinking: Systematic approach to diagnosing root causes and recommending preventive measures.
• Team Collaboration: Proactive sharing of knowledge, willingness to mentor peers, and openness to feedback.
• Resilience: Capacity to stay calm under pressure and maintain a positive attitude during high‑stress periods.
• Time Management: Efficient handling of concurrent tickets while adhering to response‑time commitments.

Career Growth & Learning Opportunities

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

• Structured onboarding and continuous training programs covering product deep‑dives, advanced troubleshooting, and soft‑skill enhancement.
• Mentorship from senior support engineers and product managers, paving the way toward specialist or leadership roles.
• Opportunities to transition into roles such as Customer Success Manager, Product Analyst, or Technical Trainer based on performance and interests.
• Regular participation in cross‑departmental projects, giving you visibility into product roadmaps and strategic initiatives.
• Company‑wide learning resources, including subscriptions to industry conferences, online courses, and certifications.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, candidates can expect a competitive salary package aligned with market standards for bilingual technical support roles. In addition, arenaflex offers:

• Performance‑based bonuses tied to SLA and CSAT achievements.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Generous paid time off, parental leave, and flexible holiday policies.
• Participation in arenaflex’s employee share scheme, allowing you to benefit directly from the company’s growth.
• Remote‑work options combined with access to modern office spaces in London, Dublin, and Karachi for collaborative days.
• Well‑being programs, including mental‑health resources, fitness subsidies, and regular team‑building activities.
• Professional development budget to support certifications, courses, or conferences of your choice.

Culture & Work Environment at arenaflex

Our culture is built on transparency, collaboration, and a genuine respect for each individual’s contribution. At arenaflex you will find:

• Diversity & Inclusion: A workforce that reflects a wide range of backgrounds, perspectives, and experiences, fostering innovation and empathy.
• Open Communication: Regular town‑hall meetings, feedback loops, and an “open‑door” policy with leadership.
• Work‑Life Balance: We prioritize sustainable productivity over burnout, offering flexible scheduling wherever possible.
• Team Energy: A hub‑based philosophy that values face‑to‑face interaction, yet respects personal work preferences.
• Shared Success: Every permanent employee participates in the share scheme, aligning personal achievement with company performance.

How to Apply

If you are passionate about delivering exceptional support, thrive in a dynamic, multilingual environment, and want to be part of a purpose‑driven tech company that celebrates food culture, we want to hear from you. Click the link below to submit your application, and include a brief cover letter highlighting your bilingual experience and any relevant SaaS support achievements.

Apply Now – Join arenaflex Today!

Final Thoughts

At arenaflex, you won’t just be answering tickets—you’ll be empowering restaurateurs to focus on their culinary passion while we handle the technology that powers their success. We understand that imposter syndrome can creep in, but we encourage candidates from all backgrounds to apply. If you need any accommodations during the recruitment process, please let us know; we are committed to making the experience accessible for everyone.

Take the next step in your career and become a vital part of arenaflex’s mission to transform the restaurant industry, one support interaction at a time.