Customer Support Specialist – Remote LATAM Technical Guru for Vacation‑Rental SaaS Platform at arenaflex

About arenaflex – Transforming the Vacation‑Rental Landscape

arenaflex is not just another startup; we are a fast‑growing, venture‑backed leader in the vacation‑rental technology space. With a recent $30 million infusion of growth capital, we are on a mission to empower property owners, managers, and hospitality entrepreneurs worldwide to market, book, and manage their rentals through a single, intuitive, cloud‑based platform. Our solution combines powerful website creation tools, integrated booking engines, channel management, and analytics—all built to scale from a single‑apartment host to a multi‑property portfolio.

Headquartered in the vibrant city of Barcelona, arenaflex brings together more than 300 passionate professionals representing over 50 nationalities. Our global, remote‑first culture celebrates diversity, curiosity, and relentless innovation. Every day, we collaborate across time zones, share ideas in real time, and build products that make the lives of vacation‑rental owners easier, more profitable, and more enjoyable.

Why This Role Matters – The Heartbeat of Customer Success

As a Remote LATAM Customer Support Specialist at arenaflex, you will become a trusted “guru” of our SaaS platform. Your expertise will guide property owners and managers through the entire lifecycle of their rental business—from setting up a stunning accommodation website to troubleshooting complex technical challenges. By delivering fast, accurate, and empathetic support, you will directly influence customer satisfaction, retention, and the overall growth of the arenaflex ecosystem.

This position is fully remote, allowing you to work from anywhere in the LATAM region while staying closely connected to a vibrant, international team. You will partner with product, engineering, and sales colleagues to surface user insights, document bugs, and shape the next generation of features that keep arenaflex ahead of the competition.

Key Responsibilities

• Provide multi‑channel technical support via email, phone, and live chat to customers speaking English and Spanish, ensuring rapid resolution of inquiries.
• Diagnose and troubleshoot complex technical issues related to website builders, booking engines, payment gateways, and integrations with third‑party channel managers.
• Collaborate closely with the development team to reproduce bugs, share detailed logs, and verify fixes before release.
• Document and prioritize bugs in our internal ticketing system, turning raw customer feedback into actionable product road‑map items.
• Create and maintain knowledge‑base articles, tutorials, and internal SOPs that empower both customers and fellow support agents.
• Monitor key support metrics (first‑response time, resolution time, CSAT) and proactively suggest process improvements.
• Advise customers on best practices for SEO, website design, and conversion optimization to help them grow their rental revenue.
• Participate in regular training sessions to stay up‑to‑date with product releases, new integrations, and emerging industry trends.
• Champion the customer’s voice by sharing insights with product, marketing, and sales teams to drive a customer‑centric roadmap.

Essential Qualifications

• Minimum 2 years of experience in technical customer support, help‑desk, or a similar role within a SaaS environment.
• Exceptional written and verbal communication skills in English; fluency in Spanish is highly desirable.
• Proven ability to diagnose and resolve complex technical problems quickly and accurately.
• Demonstrated experience using CRM and support platforms such as Zendesk, Intercom, Freshdesk, or similar tools.
• Strong organizational skills with the capacity to manage multiple tickets, priorities, and deadlines in a fast‑paced remote setting.
• Self‑motivated, proactive, and comfortable working independently while maintaining strong collaboration with distributed teams.
• Passion for delivering outstanding customer experiences and a genuine desire to help users succeed.

Preferred Qualifications & Nice‑to‑Have Skills

• Hands‑on experience with cloud platforms (AWS, Azure, Google Cloud) and familiarity with API integrations.
• Background in the travel, hospitality, or vacation‑rental industry, providing context for customer challenges.
• Exposure to web technologies (HTML, CSS, JavaScript) that enables deeper troubleshooting of website‑builder issues.
• Experience working in a fully remote or distributed team, with a proven track record of maintaining high productivity.
• Knowledge of SEO, digital marketing, or conversion‑rate optimization to advise customers on driving bookings.

Core Skills & Competencies

• Empathy and active listening – you can understand customer frustrations and respond with patience and clarity.
• Analytical mindset – you enjoy digging into logs, error messages, and system behavior to uncover root causes.
• Clear written communication – you can craft concise, jargon‑free responses that guide users step‑by‑step.
• Collaboration – you thrive in cross‑functional environments, sharing insights with engineering, product, and sales.
• Time management – you can prioritize urgent tickets while maintaining quality across the entire queue.
• Continuous learning – you stay curious about new SaaS features, industry trends, and emerging support technologies.

Career Growth & Learning Opportunities

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

• Regular mentorship sessions with senior support leads and product managers.
• Paid certifications for cloud platforms, customer‑experience methodologies, and technical support best practices.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Product Analyst, or Customer Success Manager.
• Participation in quarterly “Innovation Days” where you can pitch ideas, prototype new features, and influence the product roadmap.
• Cross‑departmental projects that broaden your skill set and increase visibility across the organization.

Our Culture, Values, and Remote‑First Environment

At arenaflex, we believe that a diverse, inclusive, and flexible workplace fuels creativity and performance. Our core values include:

• Customer Obsession: Every decision starts with the customer’s needs.
• Ownership: We empower individuals to take initiative and drive outcomes.
• Transparency: Open communication and shared information are the norm.
• Playfulness: We work hard, celebrate wins, and keep the atmosphere fun.
• Growth Mindset: Continuous learning is encouraged and rewarded.

Our remote‑first policy means you can set up a home office that works for you, while still feeling part of a global family. We host monthly virtual coffee chats, quarterly team‑building retreats (expenses covered), and regular “Ask Me Anything” sessions with leadership to keep the connection strong.

Compensation, Perks, and Benefits

• Competitive salary paid in EUR or USD, aligned with market rates for LATAM remote talent.
• Home‑office stipend for computers, monitors, ergonomic accessories, and high‑speed internet.
• Health & wellness package including private medical insurance, mental‑health resources, and wellness allowances.
• Generous paid time off plus additional holidays for cultural celebrations.
• Annual company‑wide retreat (travel expenses covered) to foster in‑person bonding.
• Referral program that rewards you for bringing top talent into the arenaflex family.
• Learning budget for courses, conferences, and certifications of your choice.
• Performance bonuses tied to individual and company milestones.
• Flexible work schedule that respects your personal rhythms and time‑zone differences.

Ready to Join arenaflex?

If you are a technically savvy, customer‑focused professional who thrives in a remote, fast‑moving environment, we want to hear from you. Bring your problem‑solving spirit, your love for hospitality technology, and your desire to make a tangible impact on vacation‑rental owners worldwide. Apply today and become part of a dynamic, international team that celebrates diversity, encourages growth, and delivers world‑class experiences.

All applications and CVs must be submitted in English.

Apply Now – Join arenaflex!