Customer Service Representative – Nights & Weekends (Expedited Resolutions Team, Hybrid)

About arenaflex and the Opportunity

At arenaflex, we believe that every interaction is an opportunity to create a memorable experience. Recognized for excellence and celebrated for putting customers first, arenaflex has earned a reputation for delivering outstanding service across every touchpoint. We are proud to have been honored as a top-rated customer service organization, a distinction that reflects our unwavering commitment to fans, sellers, and partners across the live event industry.

As a Customer Service Representative on our Expedited Resolutions Team, you will step into a role that sits at the heart of our customer experience strategy. This is not a typical call center position. You will be the trusted first point of contact for high-value customers, sellers, and partners reaching out via phone, chat, and email. Each conversation is an opportunity to solve a unique problem, share your technical knowledge, and deliver calm, confident resolutions during moments that matter most. The customers you will support are VIPs, the people who expect excellence, and your work will directly shape their journey from the moment they make a purchase to the moment they walk through the gates of the event they have been waiting for.

If you are energized by complexity, thrive on solving puzzles, and find genuine satisfaction in turning a frustrated customer into a loyal advocate, this role is built for you. We are looking for empathetic, curious, and driven professionals who bring patience, professionalism, and a passion for live entertainment to every interaction.

How You Will Make an Impact

Your day-to-day work will directly influence the experience of hundreds of customers and sellers who count on arenaflex for seamless service. As a member of the Expedited Resolutions Team, you will:

• Deliver a consistently excellent customer experience by communicating with the right tone, empathy, confidence, and meticulous attention to detail.
• Develop, present, and execute thoughtful solutions to fan and seller issues, balancing speed with accuracy and care.
• Document all customer interactions clearly and accurately, updating internal order notes in a way that supports continuity and compliance.
• Follow established procedures for exchanging information, processing ticket replacements, issuing refunds, applying credits, and managing account adjustments.
• Maintain a thorough, working knowledge of arenaflex values, processes, and policies, and apply that knowledge to make sound judgment calls in real time.
• Operate with empathy and professionalism in every interaction, modeling the standard of a best-in-class customer experience at all times.
• Manage multiple tasks efficiently in a dynamic, fast-paced environment where priorities can shift quickly.

Your Growth Journey at arenaflex

We believe in setting our team members up for long-term success. Your first 30, 90, and 180 days at arenaflex will follow a structured path that balances hands-on learning with increasing responsibility.

First 30 Days: Building the Foundation

• Complete a comprehensive new-hire orientation, gaining access to the resources, tools, and knowledge you need to thrive.
• Learn the fundamentals of how the ticket marketplace operates and how your role contributes to outstanding experiences for fans and sellers.
• Become fully acclimated to team norms, business objectives, and the core values that guide arenaflex.
• Understand the lifecycle of buyer orders and develop familiarity with entry-level call inquiries.
• Build confidence navigating company policies, processes, and the internal platforms that support your work.
• Begin resolving non-complex customer calls with increasing independence.
• Complete initial training with a complete understanding of how your role lowers customer anxiety and builds trust.

First 90 Days: Deepening Your Expertise

• Contribute ideas that improve team approaches, methods, and technologies to support broader business goals, drive efficiency, and reduce customer anxiety.
• Build and nurture internal and external relationships that move key projects forward and help advance team objectives.
• Demonstrate a deep understanding of industry and company processes, including ticket inventory replacement and navigation of escalated contacts.
• Operate with greater autonomy while continuing to sharpen your judgment and customer instincts.

First 180 Days: Owning Your Impact

• Apply proven methods to execute individual tasks that create measurable positive impact for the team and the business.
• Take an active role in your continued learning, advancing the skill sets necessary to meet evolving team goals.
• Showcase competence in industry nuances, company policies, and the systems that power our marketplace.
• Manage highly complex, escalated, and high-value contacts independently and with confidence.
• Emerge as a key player on the team, someone who runs autonomously through day-to-day responsibilities and lifts the performance of those around them.

What You Will Bring

We are looking for candidates who combine a service-first mindset with the practical skills to thrive in a hybrid, technology-enabled environment. The ideal candidate will have:

• Prior work experience in customer service, ideally in retail, hospitality, or another service-related industry.
• Strong computer proficiency, including the ability to maintain a typing speed of 50+ WPM and efficiently operate basic PC and web browser functionality.
• Excellent empathy, confidence, and patience when engaging with customers, especially in high-pressure or emotionally charged situations.
• Strong written communication skills with a sharp eye for grammar, spelling, and tone.
• The ability to multitask effectively in a fast-paced, evolving environment.
• A self-reliant working style with the ability to perform with minimum supervision.
• Solid research and troubleshooting skills to resolve customer issues independently.
• Willingness to be flexible with work hours when business needs require it.
• A genuine, demonstrable interest in live events, sports, and entertainment.

Preferred Qualifications

• Experience supporting VIP or high-value customers.
• Background in ticketing, e-commerce, marketplaces, or the live entertainment industry.
• Familiarity with CRM platforms, ticketing systems, or order management tools.
• A track record of exceeding customer satisfaction metrics in previous roles.

Work Schedule and Environment

At arenaflex, we work in a hybrid model that combines the flexibility of remote work with the energy of in-office collaboration. For this role:

• Your first two weeks of employment will be Monday through Friday, 9:00 AM to 6:00 PM, dedicated to paid training and onboarding.
• Following training, your regular schedule will be set on a rotation, with common days off including Thursday and Friday, Sunday and Monday, or Sunday and Wednesday.
• Standard shift hours are 3:30 PM to 12:00 AM (midnight).
• You will work three days in our brand-new, perk-filled office space and two days from the comfort of your home.

This schedule is not fully remote and is designed for team members who enjoy a structured, hybrid rhythm and can thrive during evening hours.

Compensation and Perks

arenaflex is committed to rewarding talent with a comprehensive compensation and benefits package:

• Base Salary: $40,000 annually, with overtime eligibility for any hours worked over 40 per week.
• Bonuses: Bi-annual performance bonuses tied to individual and company results.
• Equity: An annual equity grant so you can share in the long-term success you help create.

Benefits and Workplace Perks

• Complimentary access to see your favorite live events and performers on arenaflex.
• A modern, perk-filled office environment paired with the flexibility of a hybrid work model.
• Generous Flexible PTO, Mental Health Days, Floating Holidays, and wellness programs to help you balance personal and professional life.
• Performance-based bonus incentives that recognize your impact.
• A 401(k) plan with company matching to help you build a strong financial future.
• Ongoing learning and development opportunities designed to grow your career, not just your role.

Our Culture at arenaflex

Working at arenaflex means joining a community that values curiosity, collaboration, and genuine care. We are a team of problem-solvers, fans, and builders who show up for each other and for the customers we serve. Our culture is rooted in respect, transparency, and a shared belief that the best work happens when people feel supported, challenged, and inspired. We celebrate wins, learn from setbacks, and never lose sight of the fact that behind every ticket is a person looking forward to a moment that matters.

Why This Role, Why Now

The live events industry is growing, evolving, and full of energy, and arenaflex is at the center of it. As a Customer Service Representative on our Expedited Resolutions Team, you will be on the front lines of that growth, helping customers navigate everything from last-minute changes to complex escalations. You will build a career in customer experience that is supported by training, mentorship, and a clear path forward. Whether your goal is to deepen your expertise in customer service, move into team leadership, or grow into other areas of the business, arenaflex invests in the people who invest in our mission.

Take the Next Step

If you are ready to bring your empathy, problem-solving skills, and passion for live events to a team that truly values them, arenaflex wants to hear from you. This is your chance to join a recognized leader in customer experience, do meaningful work every single day, and help create moments that fans will remember for a lifetime. Apply today and start your next chapter with arenaflex.