Remote Part-Time Customer Experience & Support Representative – Flexible Hours, Educator-Focused SaaS, Global Team
Join arenaflex: Help Educators Around the World Create Amazing Learning Materials
Are you a gifted communicator who thrives in a remote-first environment and finds genuine satisfaction in helping people solve problems? Do you believe that teachers deserve exceptional support so they can focus on what matters most—shaping the minds of the next generation? If so, arenaflex wants you on our globally distributed, fully remote team as a Remote Part-Time Customer Experience & Support Representative.
Since 2012, our all-remote team has been quietly building and operating a growing portfolio of innovative websites that empower educators to create high-quality puzzles, worksheets, and teaching materials in minutes rather than hours. Our platforms serve hundreds of thousands of teachers, homeschooling parents, tutors, and educational professionals across the globe. Every day, our users craft engaging word searches for vocabulary lessons, design challenging crosswords for review sessions, build interactive bingo games for classroom participation, generate printable flashcards for study routines, and customize worksheets for differentiated instruction. Behind every lesson plan made easier, every classroom moment captured, and every student smile sparked, there is a team of passionate people at arenaflex who care deeply about getting the details right.
We are proud to be an exclusively remote company with a tight-knit team that includes our founder, three talented software developers, a meticulous quality assurance analyst, a part-time head of customer experience, and two part-time customer support representatives. As we continue to grow, we are looking for our next teammate to join us in delivering world-class support to the educators who rely on our tools every single day.
About the Role: Remote Part-Time Customer Experience & Support Representative
As a Customer Experience & Support Representative at arenaflex, you will be the frontline ambassador for our brand, the voice that educators hear when they need help, and the problem-solver who turns confusion into confidence. Your primary responsibility is responding to user needs in a timely, thoughtful, and accurate manner. Communication with customers is conducted almost exclusively over email, with occasional interactions through social media channels, voicemail, and internal Slack messaging. You will also participate in regular video team meetings to align with the broader team, share insights, and contribute to continuous improvement efforts.
This position is perfect for someone who loves the art of written communication, enjoys the detective work of troubleshooting technical issues, and values the autonomy that comes with remote work. You will have ownership over all incoming communication to arenaflex, along with the responsibility of providing prompt, courteous, and effective support to every single customer who reaches out.
Key Responsibilities
- Respond Promptly to All Inbound Communication: Manage and reply to customer emails, social media messages, voicemails, and internal Slack threads with professionalism, empathy, and accuracy. Aim to delight every customer, even in challenging situations.
- Investigate, Test, and Resolve Customer Issues: Dive into reported problems by reproducing bugs, testing edge cases, and identifying root causes. Use your analytical skills to deliver clear, actionable solutions.
- Process Refunds and Handle Payment Inquiries: Administer refund requests with care and attention to detail, ensuring that financial transactions are handled securely and in accordance with company policy.
- Compile and Submit Chargeback Disputes: Prepare thorough documentation and submit chargeback dispute responses, working closely with payment processors to protect both the customer and the company.
- Escalate Issues Where Appropriate: Recognize when a problem requires additional expertise and route it to the appropriate team member—whether a developer, the quality assurance analyst, or the head of customer experience—without delay.
- Participate in Regular Video Meetings: Join scheduled team video conferences to discuss ongoing projects, share customer feedback, and collaborate on improvements to products and processes.
- Meet Performance and Response Metrics: Maintain a strong average first-reply time—under 12 hours on weekdays and under 24 hours on weekends—while ensuring no customer ever waits more than 24 hours for a response.
- Document Customer Issues and Create Bug Tickets: Log customer-reported issues in our tracking systems, write clear reproduction steps, and create bug tickets for the development team when needed.
- Assist with Site Testing: Occasionally help test sites before and after updates, providing valuable feedback to the development team to ensure a seamless user experience.
Essential Qualifications
- Unwavering Reliability: Be among the most dependable people we have ever met. Our team is small, and every member counts. If you say you will do something, we trust that it will get done.
- A Knack for Turning Sad Faces into Happy Faces: Approach every customer interaction with empathy, patience, and a genuine desire to help. You see frustrated customers as an opportunity to shine.
- Self-Motivated and Self-Directed: Thrive in a remote environment where you are trusted to manage your own time, prioritize your tasks, and deliver results without constant oversight.
- Love for the Freedom and Autonomy of Remote Work: Embrace flexible scheduling, asynchronous communication, and the responsibility that comes with a results-oriented culture.
- Excellent Written and Verbal Communication Skills: Write clearly, concisely, and warmly. Speak with confidence and professionalism during video meetings.
- Outstanding Grammar and Spelling: Most of our customers are teachers, so impeccable language skills are a must. Your writing should reflect care, precision, and respect for the craft of communication.
- 1+ Years of Customer Support Experience: Have at least one year of dedicated experience in a customer support role. Note: food service experience does not count toward this requirement.
- Comfort with Virtual and Video Meetings: Be willing and able to participate in regular video conferences with team members across multiple time zones.
- Reliable, High-Speed Internet Connection: Possess a stable and fast internet connection that supports video conferencing, real-time communication tools, and uninterrupted remote work.
Preferred Qualifications
- Prior Remote Work Experience: Familiarity with the rhythms, tools, and best practices of remote work is a strong plus.
- Experience in Banking or Payment Processing: Background in handling financial transactions, refunds, or chargebacks is highly valued.
- High Technical and Web Literacy: Comfort navigating web-based tools, troubleshooting browser-related issues, and understanding basic software behavior.
- Writing Experience and Interest: A passion for writing, editing, or content creation is a significant bonus, as many of our customers appreciate clear, well-crafted explanations.
- Tool Familiarity: Experience with Slack, Groove, Jira, Trello, Google Drive, and Stripe is a plus.
Time Frame, Schedule, and Work Environment
The anticipated start date for this position is October. The role is part-time, with representatives working every other week. During the fall, winter, and spring months, you can expect to work approximately 10 hours per workweek. During the summer months, the workload decreases to approximately 6 hours per workweek. This flexible schedule is ideal for parents, students, freelancers, and anyone seeking meaningful work that complements their other life commitments.
The arenaflex Customer Support team is expected to maintain an average "first reply time" of under 12 hours on weekdays and under 24 hours on weekends. No customer should ever wait more than 24 hours for a response. You will have full flexibility to choose which hours you work to accomplish this metric during the weeks you are on duty. Additionally, you can swap days with the other representative in case of vacations, sickness, or personal emergencies, ensuring a sustainable and humane work-life balance.
Our team is fully remote, meaning you can work from anywhere in the world with a strong, reliable internet connection. We celebrate asynchronous communication, value deep work, and trust our team members to manage their time effectively.
Compensation and Benefits
arenaflex is pleased to offer a competitive hourly rate of $20 USD per hour for this position. While specific benefits may vary based on location and employment classification, our team members enjoy:
- Flexible Remote Work: Work from anywhere in the world with a reliable internet connection.
- Flexible Scheduling: Choose the hours that work best for your life, with the ability to swap shifts when needed.
- Reduced Summer Hours: Enjoy lighter workloads during the summer months.
- Collaborative Team Culture: Join a small, supportive team that values communication, transparency, and mutual respect.
- Meaningful Work: Make a tangible difference in the lives of educators and students around the world.
- Professional Growth: Develop your skills in customer support, technical troubleshooting, written communication, and remote collaboration.
Who Thrives in This Role
This position is not a perfect fit for everyone, and that is completely okay. We want you to feel excited after reading this description, not concerned. If you love the idea of flexible, remote, part-time work and feel energized by the responsibilities outlined above, we would love to hear from you. If you crave a traditional office environment, need constant supervision, or prefer a high-volume call center atmosphere, this is probably not the right role for you.
We are especially interested in candidates who are strong writers, have experience working in a tech company, and feel comfortable navigating tools like Slack, Groove, Jira, Trello, Google Drive, and Stripe. A background in education or a deep appreciation for the work that teachers do is also a wonderful asset.
How to Apply
If you are ready to join a passionate, fully remote team that is making a real difference for educators around the world, we invite you to apply today. Please submit your resume along with a cover letter that explains why you will excel in this position—both in terms of your qualifications and in terms of the unique fit this role offers. We want to know what makes you reliable, how you handle challenging customer interactions, and why remote, part-time work aligns with your lifestyle and goals.
At arenaflex, we believe that exceptional customer support is the backbone of a great product. Every email you send, every bug you document, and every teacher you help is a contribution to something larger than any one of us. If you are ready to bring your skills, your empathy, and your reliability to a team that truly values them, we cannot wait to meet you.