Bilingual Customer Service Representative – Remote Part‑Time (Spanish / English) – Customer Success & Support for Latin America
About arenaflex
arenaflex is a fast‑growing, globally‑focused brand that empowers creators, entrepreneurs, and small businesses to thrive on social media platforms. Founded in 2020, arenaflex has quickly become a premier resource for Instagram marketing, helping more than 45,000 students across 30+ countries unlock the full potential of their online presence. As part of a larger portfolio of health, lifestyle, and business‑growth brands, arenaflex is committed to putting people before profit, fostering a culture of collaboration, humor, and continuous learning. Our next strategic milestone is the launch of a fully localized Spanish version of our flagship program for the Latin American market, and we need a dynamic, bilingual customer‑service champion to help make that launch a resounding success.
Why This Role Matters
Our customers rely on arenaflex to navigate the ever‑changing landscape of Instagram marketing. As a Bilingual Customer Service Representative, you will be the frontline advocate for our Spanish‑speaking community, ensuring every interaction is smooth, supportive, and solution‑oriented. Your work will directly impact student satisfaction, retention, and the overall reputation of arenaflex in a rapidly expanding market.
Key Responsibilities
- Manage and resolve all inbound customer service tickets from Spanish‑speaking students using Zendesk and WhatsApp, maintaining a response time of under 24 hours (excluding weekends).
- Update and maintain customer accounts across multiple platforms, ensuring data accuracy and privacy compliance.
- Collaborate with the product, marketing, and finance teams to troubleshoot payment‑related issues, process refunds, and handle subscription changes using Chargebee and Keap.
- Develop, refine, and document Standard Operating Procedures (SOPs) for the Spanish‑language support channel, contributing to a scalable knowledge base.
- Participate in weekly brainstorming sessions (in both English and Spanish) to propose proactive solutions that improve the overall customer journey.
- Provide clear, empathetic communication in both written and verbal formats, translating technical concepts into easy‑to‑understand language for non‑technical users.
- Utilize the full tech stack—including Slack, Asana, Dropbox, Searchie (Membership.io), Loom, and Google Suite—to coordinate tasks, share updates, and document outcomes.
- Maintain a disciplined schedule, working a maximum of 10 hours per week, while delivering high‑quality support that meets arenaflex’s service standards.
Essential Qualifications
- Bilingual fluency in Spanish and English (reading, writing, and speaking).
- Proven experience in a customer‑service or support role, preferably in a SaaS, e‑learning, or digital‑marketing environment.
- Demonstrated ability to stay calm, rational, and solution‑focused when handling challenging or “sticky” situations.
- Strong self‑management skills with a track record of meeting deadlines while working independently.
- Excellent written communication skills, with the ability to craft clear, concise, and friendly responses.
- Comfortable using modern collaboration tools (Slack, Asana, Google Suite) and ticketing platforms (Zendesk).
Preferred Qualifications
- Experience supporting customers in the Latin American market, with cultural awareness of regional nuances.
- Familiarity with payment processing systems such as Chargebee, Stripe, or PayPal.
- Background in social‑media marketing or a personal passion for Instagram growth strategies.
- Previous work as an independent contractor or freelancer, demonstrating reliability and professionalism.
- Ability to create short instructional videos using Loom or similar screen‑recording tools.
Core Skills & Competencies
- Problem‑Solving: Ability to diagnose issues quickly, think creatively, and propose actionable solutions.
- Empathy & Patience: Genuine desire to help customers feel heard and valued, even when they are frustrated.
- Time Management: Efficiently prioritize tasks to stay within the 10‑hour weekly limit while maintaining quality.
- Technical Aptitude: Comfort navigating multiple software platforms and learning new tools on the fly.
- Team Collaboration: Strong communication skills for cross‑functional teamwork in both languages.
Career Growth & Learning Opportunities
arenaflex believes in investing in its people. As a contractor, you will have access to:
- Mentorship from senior members of the Customer Success and Product teams.
- Regular training webinars on Instagram marketing trends, customer‑experience best practices, and emerging tech tools.
- Opportunities to transition into a full‑time role or expand your responsibilities as the Spanish‑language program scales.
- Exposure to a fast‑growing international brand, enhancing your resume with experience in global market expansion.
Work Environment & Culture at arenaflex
Our remote‑first culture is built on trust, flexibility, and a shared sense of humor. We celebrate diversity, encourage open communication, and reject corporate jargon. Whether you’re joining from a home office, a co‑working space, or a beachside café, you’ll find a supportive community that values your unique perspective. Regular virtual coffee chats, team‑building games, and a transparent leadership style ensure you always feel connected to the mission.
Compensation, Perks & Benefits
- Competitive hourly rate of $12–$14 per hour, with the potential for increase based on performance and ROI.
- Flexible, part‑time schedule (up to 10 hours per week) that can be adjusted as your other commitments evolve.
- Remote work from anywhere in the world—no commute, no office politics.
- Access to arenaflex’s suite of learning resources, including premium Instagram marketing courses.
- Opportunity to earn bonuses for exceptional customer satisfaction scores and innovative process improvements.
Application Process
We value authenticity and want to hear your voice. To apply, please email [email protected] with the following four items, each in the language specified:
- English: Describe the life experiences that have equipped you with the skills needed for this role. Explain how you will succeed in the required tasks.
- English: Share how you stay calm under pressure or when dealing with irrational customers.
- English: Outline how you currently spend your time, any other gigs you have, and how this part‑time contract fits into your schedule.
- Spanish (narrated in Spanish): Record a short Loom video demonstrating your proficiency with one of the tools in our tech stack (e.g., Zendesk, Slack, or Asana). Include a brief walkthrough of the feature you choose.
Do not attach a generic cover letter or a copy‑and‑paste résumé. We are looking for genuine, thoughtful responses that showcase your personality and problem‑solving mindset.
Ready to Join arenaflex?
If you are a self‑starter who loves solving problems, thrives in a bilingual environment, and wants to be part of a vibrant, mission‑driven team, we want to hear from you. This contract offers a unique chance to make a tangible impact on a growing community while developing your own professional skill set.
Take the next step in your career—apply today and help arenaflex bring world‑class Instagram education to Spanish‑speaking students across Latin America.
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