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

About arenaflex – Innovating the Vacation‑Rental Landscape

arenaflex is a fast‑growing, venture‑backed technology company that is reshaping the way property owners and managers market, book, and operate vacation rentals worldwide. With a recent $30 million investment, arenaflex is scaling its cloud‑native platform to serve thousands of hosts across more than 150 countries. Headquartered in sunny Barcelona and powered by an international team of over 300 professionals representing 50+ nationalities, arenaflex blends a vibrant startup spirit with the stability of a mature SaaS business.

Our mission is simple yet ambitious: empower every vacation‑rental entrepreneur to build a professional online presence, attract more guests, and run a profitable business—all from a single, intuitive dashboard. To achieve this, we rely on a relentless focus on product excellence, data‑driven decision‑making, and a culture that celebrates curiosity, collaboration, and continuous learning.

Why This Role Matters – The Impact You’ll Have

As a Customer Support Specialist – LATAM (Fully Remote), you will become one of the trusted “gurus” of the arenaflex platform. Your expertise will directly influence the success of our customers, helping them unlock the full potential of our software to create stunning accommodation websites, streamline operations, and increase revenue. Every ticket you resolve, every bug you surface, and every piece of documentation you create contributes to a smoother experience for thousands of hosts and, ultimately, to happier travelers worldwide.

Key Responsibilities

• Provide prompt, courteous, and technically accurate support to customers via email, phone, and live chat, primarily in English and Spanish.
• Diagnose, troubleshoot, and resolve complex technical issues related to the arenaflex SaaS platform, including integrations, API calls, and cloud‑based functionalities.
• Collaborate closely with the product and engineering teams to reproduce bugs, prioritize fixes, and communicate status updates to customers.
• Document recurring issues, create knowledge‑base articles, and develop internal technical guides that empower both customers and fellow support agents.
• Maintain a high level of customer satisfaction by following up on open tickets, ensuring timely resolution, and proactively identifying opportunities for improvement.
• Participate in regular training sessions, product demos, and cross‑functional meetings to stay current on new features, roadmap updates, and industry trends.
• Contribute to the continuous improvement of support processes, tools, and metrics, helping the team achieve faster response times and higher first‑contact resolution rates.
• Act as an advocate for the LATAM market, providing insights on regional preferences, language nuances, and emerging market needs.

Essential Qualifications – What We’re Looking For

• Minimum 2 years of experience in technical customer support, help‑desk, or a related role within a SaaS environment.
• Exceptional verbal and written communication skills in English; fluency in Spanish (or Portuguese) is highly desirable.
• Proven ability to diagnose and resolve complex technical problems, including API integrations, data synchronization, and cloud‑service issues.
• Hands‑on experience with modern CRM and ticketing platforms such as Zendesk, Intercom, or Freshdesk.
• Familiarity with cloud infrastructure (AWS, Azure, Google Cloud) and basic networking concepts is a strong plus.
• Self‑motivated, organized, and capable of managing multiple priorities in a fast‑paced, remote‑first environment.
• Demonstrated empathy, patience, and a customer‑centric mindset that turns challenging situations into positive experiences.

Preferred Qualifications – Nice‑to‑Have Extras

• Experience in the travel, hospitality, or vacation‑rental industry, giving you contextual insight into host challenges.
• Background in software testing or quality assurance, enabling you to spot bugs early and suggest product enhancements.
• Exposure to multilingual support environments, especially serving LATAM customers across diverse cultural contexts.
• Basic scripting or programming knowledge (e.g., Python, JavaScript) to assist with custom integrations or data extraction.
• Previous remote work experience with a proven track record of delivering results without direct supervision.

Core Skills & Competencies

• Technical Acumen: Ability to understand SaaS architecture, RESTful APIs, and cloud services.
• Problem‑Solving: Systematic approach to dissecting issues, reproducing errors, and delivering clear solutions.
• Communication: Clear, concise, and friendly writing style for ticket responses, knowledge‑base articles, and internal documentation.
• Collaboration: Comfortable working with cross‑functional teams—product, engineering, sales, and marketing—to achieve shared goals.
• Time Management: Prioritization skills to balance urgent tickets with longer‑term projects and continuous learning.
• Adaptability: Thrive in a rapidly evolving product environment, quickly mastering new features and workflows.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a member of our support team, you will have access to:

• Regular mentorship sessions with senior engineers and product managers.
• Paid certifications in cloud platforms (AWS, Azure, Google Cloud) and customer‑service excellence.
• Opportunities to transition into specialized roles such as Technical Account Manager, Product Analyst, or Support Engineering.
• Participation in internal hackathons and innovation sprints, where you can propose and prototype new features.
• Annual attendance at arenaflex’s global summit, a multi‑day event that combines learning workshops, networking, and team‑building activities.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Innovation, Inclusion, and Impact. We celebrate diversity, encourage curiosity, and empower every employee to own their work. As a fully remote role, you will enjoy:

• A flexible schedule that respects your personal rhythms and time zones.
• A collaborative digital workspace equipped with the latest communication tools (Slack, Zoom, Miro).
• Monthly virtual coffee chats, game nights, and wellness challenges that keep the team connected.
• Annual in‑person retreats in vibrant locations, fully funded by arenaflex, where you can meet colleagues face‑to‑face.
• A transparent leadership style—regular town‑halls, Q&A sessions, and open‑door policies with executives.

Compensation, Perks & Benefits

arenaflex offers a competitive salary package paid in EUR or USD, aligned with market standards for remote LATAM talent. In addition to base compensation, you will receive:

• Performance‑based bonuses tied to customer‑satisfaction metrics and team goals.
• Comprehensive health, dental, and vision coverage (including international options).
• Generous equipment stipend for laptops, monitors, and home‑office accessories.
• Annual professional development budget for courses, conferences, or certifications.
• Employee referral program with cash rewards for successful hires.
• Paid parental leave, vacation days, and sick leave that exceed statutory requirements.
• Access to a global wellness platform offering mental‑health resources, fitness classes, and meditation sessions.

How to Apply – Join arenaflex’s Mission

If you are a technically savvy, customer‑focused professional who thrives in a remote, multicultural environment, we want to hear from you. Bring your passion for problem‑solving, your love for travel, and your desire to make a tangible impact on the vacation‑rental ecosystem.

Submit your resume and a brief cover letter in English through the link below. We review applications on a rolling basis, so the sooner you apply, the faster we can get you onboard.

Apply Now – Become a Part of arenaflex!

We look forward to welcoming you to a team where every day is an adventure, every challenge is an opportunity, and every success is shared.