Remote Bilingual Customer Support Associate – High‑Volume B2C Support for arenaflex Mobile Lottery Platform

About arenaflex – Pioneering the Future of Mobile Lottery

arenaflex is the trailblazing mobile lottery platform that is reshaping how millions of Americans engage with state‑run lottery games. By delivering a secure, convenient, and responsible way to purchase official tickets for Powerball, Mega Millions, and other popular draws, arenaflex is modernizing a $300 billion global market. Our mission is to make lottery play accessible to everyone—from tech‑savvy millennials to grandparents who prefer the simplicity of a smartphone. As a fast‑growing, fully remote‑first organization, arenaflex blends cutting‑edge technology with a customer‑centric culture, empowering our team members to innovate, collaborate, and grow while delivering an exceptional experience to every user.

Why This Role Matters

Our customers rely on arenaflex for a seamless, trustworthy, and enjoyable lottery experience. As a Customer Support Associate, you will be the frontline ambassador, ensuring that every interaction—whether via phone, email, in‑app chat, or social media—leaves a lasting positive impression. Your expertise will help users navigate account verification, payment issues, and any other challenges, turning potential friction points into moments of delight.

Key Responsibilities

• Multi‑Channel Support: Respond promptly to inbound inquiries across phone, voicemail, in‑app messaging, email, and social media platforms, maintaining a high standard of professionalism and empathy.
• Operational Tasks: Manage identity verifications, ACH requests, credit‑card chargebacks, and other day‑to‑day financial operations with meticulous attention to detail and compliance.
• Issue Resolution: Collaborate with internal product, engineering, and compliance teams, as well as external partners, to troubleshoot complex problems and deliver swift resolutions.
• Product Mastery: Continuously deepen your knowledge of arenaflex’s mobile app, backend systems, and lottery regulations to provide accurate, up‑to‑date guidance.
• Feedback Loop: Capture recurring user pain points and share insights with product and marketing teams to influence future enhancements.
• Documentation: Accurately log interactions in our support platform, ensuring data integrity and facilitating trend analysis.
• Community Engagement: Monitor and respond to public reviews on app stores and social channels, turning feedback into opportunities for brand advocacy.

Essential Qualifications

• Minimum of 1‑2 years of high‑volume B2C customer support experience, preferably in a fintech, gaming, or regulated industry.
• Proficiency with leading support ticketing systems such as Helpshift, Zendesk, or comparable platforms.
• Exceptional verbal and written communication skills, with a talent for translating technical concepts into clear, friendly language.
• Fluency in both English and Spanish (written and spoken), enabling you to serve a diverse user base.
• Demonstrated experience engaging customers via social media, app‑store reviews, and community forums.
• Solid understanding of payment processing workflows, including ACH transfers, credit‑card transactions, and dispute resolution.
• Flexibility to work evenings, overnight shifts, or weekends as needed to align with peak user activity.

Preferred Qualifications & Additional Skills

• Experience with regulatory compliance (e.g., KYC, AML) in a consumer‑facing environment.
• Familiarity with lottery or gaming industry terminology and processes.
• Ability to thrive in a fully remote setting, demonstrating self‑discipline, proactive communication, and strong time‑management.
• Comfort with data analysis tools (e.g., Excel, Google Sheets) to identify trends and support decision‑making.
• Passion for continuous learning and a growth mindset that aligns with arenaflex’s innovative culture.

Core Competencies for Success

• Empathy & Active Listening: Understand the emotional context of each user interaction and respond with genuine care.
• Problem‑Solving: Quickly diagnose issues, think creatively, and implement effective solutions.
• Attention to Detail: Accurately process financial requests and maintain precise documentation.
• Collaboration: Work seamlessly with cross‑functional teams, sharing insights and supporting collective goals.
• Adaptability: Adjust to evolving product features, regulatory updates, and shifting user expectations.

Career Growth & Learning Opportunities

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

• Structured onboarding and mentorship programs that accelerate your mastery of the platform.
• Regular training sessions on emerging technologies, compliance standards, and advanced communication techniques.
• Opportunities to transition into specialized roles such as Customer Experience Analyst, Escalation Specialist, or Product Operations Manager as you demonstrate expertise and leadership.
• Participation in internal hackathons and innovation challenges, encouraging you to contribute ideas that shape the future of mobile lottery.
• Company‑wide career pathways that support lateral moves across departments, fostering a well‑rounded skill set.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $28, with eligibility for overtime in accordance with FLSA regulations. In addition to base compensation, you can expect:

• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Generous paid time off, including holidays, sick days, and personal leave.
• Flexible remote work setup, including a stipend for home office equipment.
• Employee assistance programs, mental‑health resources, and wellness initiatives.
• Performance‑based bonuses and recognition programs that celebrate exceptional service.
• Access to continuous learning platforms (e.g., LinkedIn Learning, Coursera) to support your career aspirations.

Our Culture & Work Environment

At arenaflex, we champion a culture built on transparency, inclusion, and fun. Our remote‑first model empowers employees to work from anywhere in the United States while staying connected through weekly virtual town halls, team‑building activities, and collaborative channels. We celebrate diversity, encourage open dialogue, and provide equal opportunity for all candidates, regardless of background or identity.

How to Apply

If you are a proactive, bilingual communicator with a passion for delivering top‑tier customer experiences, we want to hear from you. Join arenaflex and become part of a dynamic team that is redefining an entire industry.

Apply Now

Equal Opportunity Statement

arenaflex is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by law. We are committed to providing reasonable accommodations for individuals with disabilities. To request an accommodation, please contact [email protected].