Customer Support Associate – Remote (US) – Bilingual English/Spanish – Part‑Time – Expert Help Desk & Issue Resolution for arenaflex’s Mobile Lottery Platform

About arenaflex – Pioneering the Future of Mobile Lottery

arenaflex is the first mobile lottery application in the United States, delivering a secure, convenient, and responsible way for millions of players to purchase official state lottery tickets—including Powerball, Mega Millions, and many others—directly from their smartphones. By modernizing a $300 billion global lottery market, arenaflex is creating a digital experience that is fun, trustworthy, and accessible to everyone, from tech‑savvy millennials to grandparents who prefer a simple, paper‑free method of playing.

Our mission is to blend cutting‑edge technology with a deep commitment to responsible gaming. We partner with state lottery commissions, payment processors, and regulatory bodies to ensure every ticket sold through our platform meets the highest standards of security and compliance. As we continue to expand our footprint across the United States, we are looking for passionate, customer‑focused professionals to join our growing remote team.

Why This Role Matters

As a Customer Support Associate at arenaflex, you will be the frontline ambassador for our brand. You will interact with users across a variety of channels—phone, email, in‑app chat, social media, and app‑store reviews—to resolve inquiries, troubleshoot technical issues, and guide customers through the lottery purchasing process. Your expertise will directly influence user satisfaction, retention, and the overall reputation of arenaflex as a trusted, user‑centric platform.

Key Responsibilities

• Respond promptly and professionally to all customer inquiries across multiple communication channels, ensuring each interaction meets arenaflex’s high standards for service excellence.
• Manage identity verifications, ACH (Automated Clearing House) requests, chargebacks, and other day‑to‑day operational tasks with meticulous attention to detail and compliance.
• Provide clear, empathetic guidance to users via phone, voicemail, in‑app messaging, email, and social media platforms, turning complex issues into simple, actionable solutions.
• Collaborate closely with internal teams—including product, compliance, finance, and engineering—as well as external partners such as payment processors and state lottery agencies, to resolve multi‑faceted problems.
• Continuously develop and maintain expert‑level knowledge of arenaflex’s product suite, platform updates, and industry regulations to serve as a trusted resource for both customers and teammates.
• Document recurring issues, suggest process improvements, and contribute to the creation of self‑service resources (FAQs, knowledge‑base articles, tutorial videos) that empower users to resolve common questions independently.
• Participate in regular training sessions, team huddles, and performance reviews to stay aligned with evolving company goals and customer expectations.

Essential Qualifications

• Proven experience in high‑volume B2C customer support environments, preferably within fintech, gaming, or mobile app industries.
• Hands‑on proficiency with leading support platforms such as Helpshift, Zendesk, Freshdesk, or similar ticketing systems.
• Exceptional verbal and written communication skills, with the ability to convey technical information in a clear, friendly manner.
• Bilingual fluency in English and Spanish, enabling you to assist a diverse user base and expand arenaflex’s reach within Spanish‑speaking communities.
• Demonstrated experience interacting with customers via social media channels, app‑store reviews, and community forums.
• Familiarity with payment processing workflows, including ACH transfers, credit‑card transactions, and dispute resolution (chargebacks, refunds, etc.).
• Flexibility to work evenings, overnight shifts, or extended hours as needed to support a 24/7 service model.

Preferred Qualifications & Additional Skills

• Experience with regulatory compliance related to gambling or lottery operations.
• Knowledge of CRM integrations, API basics, and data‑privacy best practices (e.g., GDPR, CCPA).
• Strong problem‑solving mindset, with a track record of turning ambiguous situations into resolved outcomes.
• Ability to thrive in a remote‑first environment, demonstrating self‑discipline, time‑management, and proactive communication.
• Passion for responsible gaming and a genuine interest in the lottery industry.

Core Competencies for Success

• Empathy & Patience: Understand the emotional context of each user interaction and respond with genuine care.
• Technical Acumen: Quickly learn the functionalities of arenaflex’s mobile app, payment gateway, and back‑office tools.
• Attention to Detail: Accurately capture ticket numbers, transaction IDs, and verification data to prevent errors.
• Collaboration: Work seamlessly with cross‑functional teams to expedite issue resolution.
• Adaptability: Adjust to evolving product releases, policy updates, and seasonal spikes in lottery activity.

Career Growth & Learning Opportunities

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

• Structured onboarding programs that cover product architecture, compliance fundamentals, and advanced support techniques.
• Monthly skill‑building workshops on topics such as conflict resolution, data security, and multilingual communication.
• Mentorship from senior support leads and product managers who can guide you toward leadership roles, such as Team Lead, Quality Assurance Analyst, or Customer Experience Manager.
• Opportunities to transition into specialized functions—e.g., fraud detection, compliance analysis, or product training—based on your interests and performance.
• Certification sponsorships for industry‑recognized credentials (e.g., Certified Support Specialist, ITIL Foundation).

Work Environment & Culture at arenaflex

Our remote‑first culture is built on trust, autonomy, and a shared commitment to delivering an exceptional user experience. Key aspects of our environment include:

• Flexibility: Choose your own schedule within the framework of required coverage hours, allowing you to balance personal commitments and professional responsibilities.
• Inclusivity: A diverse, global team where every voice is heard, and collaboration is encouraged across time zones.
• Innovation: Regular hackathons and idea‑sharing sessions where support staff can propose product enhancements based on real‑world user feedback.
• Well‑Being: Access to mental‑health resources, virtual fitness classes, and a stipend for home‑office equipment.
• Recognition: Quarterly awards for outstanding customer service, peer‑nominated accolades, and transparent performance metrics.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $28 USD, with eligibility for overtime in accordance with FLSA regulations. In addition to base pay, you will receive:

• Comprehensive health, dental, and vision insurance plans (with employer contributions).
• Retirement savings options, including a 401(k) match.
• Paid time off (PTO) and paid holidays to support work‑life balance.
• Professional development budget for courses, conferences, and certifications.
• Employee assistance program (EAP) for personal and financial counseling.
• Technology stipend to ensure you have a reliable laptop, headset, and high‑speed internet connection.
• Opportunities for performance‑based bonuses and career advancement.

Equal Opportunity & Accessibility

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

How to Apply

If you are excited about helping users enjoy a safe, modern lottery experience and thrive in a dynamic, remote environment, we want to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience and why you are passionate about customer support at arenaflex.

Click the link below to start your application:

Apply Now – Join arenaflex

Take the Next Step with arenaflex

Joining arenaflex means becoming part of a forward‑thinking team that is reshaping an entire industry. Your dedication to delivering top‑tier support will directly influence the trust millions place in our platform every day. We look forward to welcoming a motivated, bilingual professional who is ready to make a meaningful impact while growing their own career.

Apply today and help us bring the excitement of the lottery to every smartphone, responsibly and securely.