Bilingual (Spanish / English) Customer Support Representative – arenaflex Remote SaaS Support for Restaurant & Local Business Platforms

About arenaflex

arenaflex is the all‑in‑one technology platform that empowers restaurants and local businesses to thrive in the digital age. Our suite of tools lets owners create stunning websites, launch branded mobile apps, accept online orders, nurture customer relationships, and automate marketing—all from a single, intuitive dashboard. Think of it as the perfect blend of e‑commerce, CRM, and delivery logistics, purpose‑built for the unique challenges of the hospitality and local‑service sectors.

Founded just a few years ago, arenaflex has already helped thousands of independent restaurant owners not only survive but grow their businesses. Our mission is to level the playing field, giving small‑to‑medium enterprises the same technological advantage that large corporations enjoy.

Our Vision & Growth Trajectory

We started with a laser focus on independent restaurants, but the problems we solve—online visibility, order management, customer engagement—are universal for any local business. Our long‑term vision is to expand the platform to serve cafés, bakeries, gyms, salons, and countless other community‑focused enterprises. By scaling our solution, we aim to support tens of millions of local business owners worldwide, helping them compete, innovate, and prosper.

Why arenaflex Is Growing So Fast

In just over three years, arenaflex has generated tens of millions of dollars in revenue, processed hundreds of millions of online orders, and served millions of guests. Our rapid growth is fueled by a passionate team of nearly 200 professionals who bring experience from industry leaders such as Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire, and Stripe. As we continue to scale, we are investing heavily in talent, technology, and customer success.

Remote‑First Culture

arenaflex is a remote‑first, global company with its headquarters in San Francisco and a sales hub in Toronto. While most of our teammates work from wherever they feel most productive, we maintain vibrant virtual collaboration spaces and occasional in‑person meet‑ups to strengthen our community. We welcome candidates from any location, with a special focus on those who can thrive in a distributed environment.

Role Overview

As a Bilingual Customer Support Representative at arenaflex, you will be the first point of contact for restaurant owners and their guests when they need assistance. You will deliver white‑glove service, resolve issues quickly, and ensure every interaction leaves a lasting “wow” impression. This role is ideal for someone who loves fast‑paced environments, enjoys solving problems in real time, and is fluent in both Spanish and English.

Key Responsibilities

• Respond promptly to a high volume of inbound phone calls, live chats, and emails from customers and their guests.
• Maintain a customer satisfaction (CSAT) score of 90 % or higher by delivering accurate, courteous, and empathetic support.
• Document every interaction in Salesforce, ensuring a complete and searchable record of customer history.
• Collaborate with teammates on Slack and other internal tools to share knowledge, troubleshoot complex issues, and continuously improve support processes.
• Identify recurring pain points and feed insights back to product, engineering, and training teams to drive product enhancements.
• Assist customers with onboarding, account setup, order management, and troubleshooting of the arenaflex platform.
• Escalate critical incidents following established protocols, ensuring swift resolution and clear communication with affected customers.
• Participate in regular training sessions, role‑plays, and performance reviews to sharpen communication and technical skills.

Minimum Requirements

• Proven experience in a customer‑facing support role, preferably within a SaaS or technology company.
• Fluent in both Spanish and English, with excellent spoken and written communication skills in each language.
• Reliable home office setup, high‑speed internet, and a quiet environment free from background noise.
• Comfortable working in a fast‑paced, KPI‑driven environment with shifting priorities.
• Experience with modern telephony platforms such as Talkdesk, RingDNA, or similar systems.
• Prior exposure to the restaurant or hospitality industry is a strong plus.

Preferred Qualifications

• Familiarity with CRM tools (Salesforce, HubSpot) and ticketing systems (Zendesk, Freshdesk).
• Understanding of online ordering workflows, POS integrations, and digital marketing basics.
• Demonstrated ability to handle multiple communication channels simultaneously while maintaining high accuracy.
• Experience working remotely for a distributed team, showing self‑discipline and proactive communication.
• Certification or coursework in customer service excellence, conflict resolution, or related fields.

Skills & Competencies for Success

• Communication Excellence: Ability to convey complex technical concepts in simple, friendly language.
• Empathy & Patience: Genuine desire to help customers succeed, even when dealing with frustrated or stressed users.
• Problem‑Solving Acumen: Quick identification of root causes and creative resolution pathways.
• Time Management: Efficient handling of high‑volume interactions while meeting response‑time SLAs.
• Team Collaboration: Strong willingness to share knowledge, ask for help, and contribute to a supportive culture.
• Technical Curiosity: Eagerness to learn the arenaflex platform, its integrations, and the broader restaurant tech ecosystem.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Customer Support Representative, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, communication techniques, and advanced troubleshooting.
• Mentorship from senior support leaders and cross‑functional exposure to product, sales, and engineering teams.
• Clear career pathways toward senior support roles, team lead positions, or specialized tracks such as Customer Success Management, Quality Assurance, or Training & Enablement.
• Opportunities to contribute to knowledge‑base articles, webinars, and community forums, building your personal brand within the industry.
• Regular performance reviews with actionable feedback, goal setting, and recognition for outstanding achievements.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package aligned with local market standards. While the base salary is estimated at the local equivalent of $20,000 USD per year, we also provide:

• Comprehensive health coverage (medical, dental, vision) for you and eligible dependents.
• Flexible remote‑work policy—work from anywhere in Mexico City or any location that meets our connectivity standards.
• Unlimited paid time off (PTO) to recharge, travel, or pursue personal projects.
• Performance‑based bonuses and quarterly incentive programs tied to CSAT, resolution time, and other key metrics.
• Professional development stipend for courses, certifications, or conferences.
• Wellness benefits, including mental‑health resources, virtual fitness classes, and ergonomic home‑office allowances.
• Team‑building events, virtual happy hours, and occasional in‑person retreats to foster camaraderie.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Customer Obsession, Continuous Learning, and Inclusive Collaboration. We celebrate diversity, encourage open dialogue, and empower every teammate to bring their authentic self to work. Whether you’re joining a small support squad or a global cross‑functional project, you’ll find a supportive environment that values your ideas and rewards initiative.

Key cultural highlights include:

• Transparency: Regular all‑hands meetings, open‑door leadership, and clear communication of company goals.
• Innovation: Freedom to experiment with new support tools, process improvements, and customer‑centric initiatives.
• Recognition: Peer‑to‑peer shout‑outs, monthly awards, and a culture of celebrating wins—big and small.
• Community Impact: arenaflex partners with local food banks and small‑business advocacy groups, giving employees opportunities to volunteer and give back.

Shift Details & Location

This is a full‑time remote position based in Mexico City, Mexico. Shifts are flexible, ranging from 7 am–4 pm or 11 am–8 pm PST, with required weekend availability. You will have the autonomy to choose the schedule that best aligns with your personal commitments, provided you meet the coverage needs of our global customer base.

Application Process

If you are passionate about delivering exceptional support, fluent in Spanish and English, and eager to grow within a fast‑growing SaaS company, we want to hear from you. To apply, click the link below, submit your resume, and include a brief cover letter highlighting a memorable customer‑service experience you’ve delivered.

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Join arenaflex and Make an Impact

At arenaflex, every conversation you have shapes the future of local businesses across the globe. Your dedication to service excellence will directly influence the success of restaurant owners, their staff, and the diners they serve. Become part of a mission‑driven team that values your talent, rewards your hard work, and offers a clear path to professional growth. Apply today and help us empower the next generation of local entrepreneurs.