At arenaflex, we're on a mission to connect every student, worldwide, to a world of learning. With our identity platform for education, we serve 77% of U.S. schools and over 1 million K12 students internationally. As a trusted partner for schools and educators, we provide secure, seamless access to digital learning tools that empower students everywhere. arenaflex, a leading EdTech company, is headquartered in San Francisco, CA, but our impact extends far beyond. Learn more about us at arenaflex.com.
We're seeking highly motivated and customer-centric individuals to join our team as Remote Customer Support Representatives. As a key member of our support team, you'll play a vital role in delivering outstanding customer experience for our school district and application partners through fast, friendly, and personalized technical support. If you're eager to engage with customers through email and phone, expand your knowledge of the EdTech industry and arenaflex's product, and tackle technical challenges with creativity, this role offers a fantastic opportunity—while helping connect every student to a world of learning.
**A DAY IN THE LIFE:**
As a Remote Customer Support Representative, you'll independently manage and prioritize a high seasonal volume of customer support requests via phone and email from your individual queue (handle around 40+ phone and email cases a day). You'll communicate with District Administrators and our Application Partners to resolve product-related issues as our customers get their arenaflex accounts ready for the new school year. You'll utilize analytical and problem-solving skills to investigate, test, and troubleshoot system features. You'll navigate and contribute to internal and external product documentation. You'll collaborate and support the team by sharing ideas and knowledge, being a reliable team member, and willing to help others when needed.
**Key Responsibilities:**
* Independently manage and prioritize high seasonal volume of customer support requests via phone and email from your individual queue
* Communicate with District Administrators and our Application Partners to resolve product-related issues
* Utilize analytical and problem-solving skills to investigate, test, and troubleshoot system features
* Navigate and contribute to internal and external product documentation
* Collaborate and support the team by sharing ideas and knowledge, being a reliable team member, and willing to help others when needed
**Essential Qualifications:**
* Experience in fast-paced customer-facing positions: you have worked email or phone support before and can independently assess, manage, and prioritize support requests based on need (i.e., priority levels, deadline) and risk
* Passion for solving technical problems to help others: you work deeply to understand customers' perspectives to assess their needs and define technical solutions to help them achieve their goals
* Comfort navigating ambiguity: you may encounter problems or situations that we have not seen before – you are comfortable with partnering with the customer to find a solution and document learnings
* Excellent communication skills: you can explain technical concepts to both technical and non-technical audiences and can communicate and empathize with stakeholders to drive issues to resolution
* Technical Prowess: you pick up new technology quickly and love learning how things work
* Team player: you are passionate about uplifting and collaborating with others to ensure the team and customers are successful
* Interest in education: you believe in arenaflex's mission of connecting every student to a world of learning
**Preferred Qualifications:**
* Experience handling issues related to data imports and integrations
* Experience working with Single Sign On (SSO) or have a basic understanding of SSO
* Experience working with or in K-12 schools or districts
* Experience with industry tools such as Salesforce, Slack, Guru, Confluence, Chartio, etc.
**Work Environment and Company Culture:**
* arenaflex is a highly collaborative and supportive team
* We have a robust 3-week onboarding program and then you'll be in our Quality Assurance program for ongoing development
* We want to make you successful and have structures in place to support you!
* This is a contract opportunity that begins on May 19 or June 16 and concludes on September 26, 2025
**Shifts and Availability:**
* Ability to work during one of the following shifts (Monday – Friday):
+ 7am – 3:30pm ET
+ 9am – 5:30pm ET
+ 7am – 3:30pm PT
+ 9am – 5:30pm PT
* Ability to work overtime: from mid-August through mid-September, 2-4 hours of overtime a day is anticipated (overtime paid at 1.5x hourly rate)
**Compensation and Benefits:**
* Compensation for this role for candidates living in the United States, besides NYC and San Francisco, CA, is $25 per hour
* For candidates living in NYC and San Francisco, CA, is $28 per hour
* arenaflex offers a competitive compensation package, including salary, benefits, and opportunities for growth and development
**Commitment to Equity and Belonging:**
* arenaflex believes that the classrooms we serve and our company's halls should be spaces that are diverse, equitable, and inclusive
* We seek opportunities and celebrate actions that further allow us to build diverse teams, include every voice, and create a safe space for everyone
**How to Apply:**
If you're a motivated and customer-centric individual who is passionate about education and technology, we encourage you to apply for this exciting opportunity. Please submit your application through our website at arenaflex.com/careers. We can't wait to hear from you!
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