Bilingual Technical Customer Support Executive – 24/7 Multichannel Service for SaaS Restaurant Solutions at arenaflex

About arenaflex – Empowering Independent Restaurants with Seamless Technology

arenaflex is a fast‑growing, globally‑recognized leader in restaurant‑focused software solutions. Our mission is to simplify the everyday challenges faced by independent restaurant and takeaway owners by delivering powerful, intuitive technology paired with genuine human support. From bustling city cafés to family‑run takeaways, our customers rely on arenaflex to keep their operations running smoothly, delight their guests, and stay competitive in an ever‑evolving market.

As a proudly independent company valued at over $1 billion, arenaflex combines the agility of a startup with the stability of an established enterprise. Our culture is built on transparency, collaboration, and a relentless focus on the success of our customers and our people. If you thrive in an environment where your ideas matter, where you can see the direct impact of your work on real‑world businesses, and where you are encouraged to grow both personally and professionally, you have found the right place.

Role Overview – Technical Customer Support Executive (Bilingual)

Due to continued expansion, arenaflex is seeking a motivated, self‑starting Technical Customer Support Executive to join our dynamic support team. This role operates on a 7‑day rotating shift schedule, covering 6 am – 12 am (UTC) to ensure our customers receive round‑the‑clock assistance. You will be the voice of arenaflex, delivering exceptional service across phone, email, and chat, while collaborating with internal teams to resolve complex technical issues.

Key Responsibilities

• Deliver Outstanding Support: Respond promptly and professionally to customer inquiries via phone, email, and live chat, ensuring each interaction ends with a satisfied customer.
• Resolve Complaints with Empathy: Listen actively, demonstrate genuine empathy, and work diligently to resolve issues, turning challenging situations into positive experiences.
• Clear Communication: Translate technical concepts into easy‑to‑understand language, tailoring your communication style to each customer’s level of expertise.
• Accurate Documentation: Record every customer interaction, issue, and resolution in arenaflex’s CRM platform, maintaining a reliable knowledge base for future reference.
• Cross‑Functional Collaboration: Partner with product, engineering, and sales teams to escalate and troubleshoot complex problems, sharing insights that drive continuous improvement.
• Product Mastery: Stay current on arenaflex’s software features, updates, and industry trends to provide accurate, up‑to‑date information.
• Performance Excellence: Meet or exceed service level agreements (SLAs) for response time, resolution time, customer satisfaction, and quality assurance.
• Customer‑Centric Mindset: Proactively identify opportunities to enhance the customer journey, fostering long‑term relationships built on trust and reliability.

Essential Qualifications

• Fluent in both English and Spanish, with excellent verbal and written communication skills in each language.
• Proven experience in a customer support or service role, preferably within a SaaS or technology‑focused environment.
• Demonstrated ability to handle multichannel support (phone, email, chat) with professionalism and efficiency.
• Strong problem‑solving and critical‑thinking abilities, capable of diagnosing technical issues and recommending effective solutions.
• High level of empathy, patience, and composure when dealing with frustrated or challenging customers.
• Exceptional organizational skills, with the capacity to prioritize tasks, manage time effectively, and juggle multiple inquiries simultaneously.
• Comfortable using modern computer systems and support tools; prior experience with arenaflex’s CRM platform (formerly known as Salesforce) is a plus.
• Willingness to work flexible evening and weekend shifts as part of a 7‑day rotating schedule.

Preferred Qualifications & Additional Assets

• Experience supporting hospitality or restaurant‑technology products.
• Familiarity with ticketing systems, knowledge bases, and remote troubleshooting tools.
• Certification or training in customer service excellence (e.g., ITIL, HDI).
• Ability to speak additional languages beyond English and Spanish.
• Demonstrated track record of meeting or exceeding SLA targets in previous roles.

Core Skills & Competencies

• Communication: Clear, concise, and friendly articulation of ideas across diverse audiences.
• Technical Acumen: Quick learner of software functionalities, APIs, and integration points.
• Empathy & Patience: Genuine concern for customer needs, coupled with the patience to guide them through solutions.
• Team Collaboration: Ability to work seamlessly with cross‑functional teams, sharing knowledge and supporting collective goals.
• Adaptability: Flexibility to adjust to shifting priorities, new product releases, and evolving customer expectations.
• Data‑Driven Mindset: Comfort analyzing support metrics to identify trends and drive process improvements.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Technical Customer Support Executive, you will have access to:

• Structured onboarding and continuous training programs covering product updates, advanced troubleshooting techniques, and soft‑skill development.
• Mentorship from senior support leaders and opportunities to shadow product and engineering teams.
• Clear career pathways toward senior support roles, team lead positions, or specialized technical specialist tracks.
• Regular participation in internal hackathons, knowledge‑sharing sessions, and industry conferences.
• Support for certifications and further education, with reimbursement for relevant courses.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects your experience and the value you bring to the team. While exact figures will be discussed during the interview process, you can expect:

• A base salary aligned with market standards for bilingual technical support roles.
• Performance‑based bonuses tied to SLA achievement and customer satisfaction scores.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Generous paid time off, parental leave, and flexible holiday policies.
• Access to a company‑wide equity share scheme, allowing you to benefit directly from arenaflex’s growth.
• Remote‑work options combined with vibrant office hubs in major cities such as London, Dublin, and Karachi.
• Wellness programs, including mental‑health resources, fitness subsidies, and regular team‑building activities.
• Employee assistance programs for any personal or professional challenges you may encounter.

Work Environment & Culture at arenaflex

Our culture is built on the belief that a happy, supported team delivers the best customer experiences. At arenaflex you will find:

• Transparency: Open communication channels, regular town‑hall meetings, and a leadership team that shares both successes and challenges.
• Collaboration: Cross‑departmental projects, shared knowledge bases, and a “one‑team” mentality that encourages every voice to be heard.
• Diversity & Inclusion: A workforce that reflects a wide range of backgrounds, perspectives, and experiences, fostering innovation and empathy.
• Work‑Life Balance: Flexible scheduling, remote‑work opportunities, and a focus on results rather than clock‑watching.
• Growth Mindset: Continuous learning is celebrated, with clear pathways for advancement and personal development.
• Fun & Community: Regular social events, virtual coffee chats, and community outreach initiatives that give back to the food‑service ecosystem.

How to Apply – Join arenaflex Today

If you are passionate about delivering world‑class support, thrive in a fast‑paced, multilingual environment, and want to be part of a company that values your growth, we want to hear from you. Click the link below to submit your application, and include a cover letter that highlights your bilingual experience and any relevant technical support achievements.

Don’t let imposter syndrome hold you back—arenaflex welcomes candidates from all backgrounds who are eager to learn, collaborate, and make a meaningful impact on the restaurant industry.

Need assistance with the application process? Reach out to our recruitment team; we are happy to help.

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