Experienced Customer Support Specialist – Regulatory Intelligence SaaS Platform

At arenaflex, we're a global leader in Regulatory Technology, empowering financial institutions to navigate the complex world of compliance with our cutting-edge SaaS solutions. Our innovative approach, powered by AI, has revolutionized the industry, and we're now seeking an exceptional Customer Support Specialist to join our team.

Why arenaflex?

arenaflex is a globally recognized brand at the forefront of Regulatory Technology. Our industry-leading SaaS solutions are trusted by the world's top financial institutions globally. In 2024, we achieved over 50% growth, both organically and through strategic acquisitions, solidifying our position as a fast-paced, high-performing team that thrives on pushing boundaries. We're a company that doesn't just keep up – we stay ahead.

Our Culture

We believe our future is built by bold, ambitious individuals who are driven to make a real difference. Our "make it happen" culture empowers you to take ownership of your career and accelerate your personal and professional development from day one. With over 700 arenaflexers across 19 countries spanning EMEA, the Americas, and APAC, we operate as one team with a shared mission to transform regulatory compliance. Diversity, collaboration, and purpose are the heartbeat of our success.

Role Mission

As a Customer Support Specialist, you will step into a critical role on a tight-knit but mighty team that supports some of the world's largest brands. You'll be a key part of our 24/7 global support ecosystem, helping clients get the most from our cutting-edge Regulatory Intelligence SaaS platform. Reporting to the Americas Support Manager, you'll bring a mix of technical expertise, top-tier communication, and analytical mindset to handle complex queries, champion the customer voice, and liaise with experts across the business. Expect variety, ownership, and plenty of chances to grow.

Responsibilities:

* Be the first point of contact for enterprise clients, guiding them through challenges via email, phone, or screen share.

• Investigate, qualify, and troubleshoot product issues – no two tickets are the same.
• Collaborate with Engineering, Product, Content, and Operations teams to resolve escalations and deliver smart solutions.
• Own and manage P1 incidents, loop in L3 support as needed, and keep comms crystal clear while documenting timelines and next steps.
• Prepare insightful reports for both customers and stakeholders – daily, weekly, monthly (you've got this).
• Work hand-in-hand with Sales and Customer Delivery teams to ensure a smooth handover to BAU support.
• Drive continuous improvement – help us optimize tools, documentation, and processes across global teams.
• Keep customer satisfaction high and issue resolution time low – it's all about balance.

What We're Looking For:

* 2+ years of experience in a customer-facing support role (bonus points for SaaS, compliance, or consultancy exposure).

• A background supporting complex systems and applications, with a flair for breaking down technical details in a friendly, professional way.
• A proactive mindset – you're not just reacting to issues; you're identifying patterns and helping us improve.
• Exceptional communication and organizational skills. You know when to Zoom in and when to escalate.
• Experience in Agile environments and a strong grasp of incident, change, and release management workflows.
• Comfortable working in a fast-paced, ever-evolving tech space – bring the energy, we'll bring the support.

Career Growth Opportunities and Learning Benefits:

At arenaflex, we're committed to your growth and development. As a Customer Support Specialist, you'll have access to:

• Regular training and development programs to enhance your technical skills and knowledge.
• Opportunities to work on high-profile projects and collaborate with cross-functional teams.
• A dynamic and supportive work environment that encourages innovation and creativity.
• A competitive compensation package, including bonuses and benefits.
• A comprehensive onboarding program to ensure a smooth transition into your new role.

Work Environment and Company Culture:

arenaflex is a global company with a diverse and inclusive culture. Our offices are designed to foster collaboration, creativity, and innovation. As a Customer Support Specialist, you'll have the opportunity to work with a talented team of professionals who share your passion for Regulatory Technology. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Compensation, Perks, and Benefits:

arenaflex offers a competitive compensation package, including:

• A competitive salary and bonus structure.
• Comprehensive health insurance and retirement plans.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technology and tools.
• A comprehensive onboarding program to ensure a smooth transition into your new role.

How to Apply:

If you're passionate about leveraging technology to transform regulatory compliance and meet the qualifications outlined above, we invite you to apply. Please submit your resume detailing your relevant experience and interest in arenaflex. We're an equal opportunity employer, and we celebrate diversity and are committed to creating an inclusive environment for all employees.

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