Customer Support Associate – Remote, Part‑Time, Flexible‑Hours Role Driving User Success for arenaflex’s Smart Desk‑Booking Platform

About arenaflex

arenaflex is a pioneering SaaS platform that transforms how modern workplaces manage desk booking, office capacity, and hybrid‑work logistics. Integrated directly into Slack and Microsoft Teams, arenaflex provides real‑time visibility of who is in the office, who is remote, and who is travelling, empowering teams to make data‑driven decisions about office utilisation. With thousands of organisations worldwide and hundreds of thousands of active users each month, arenaflex is at the forefront of the flexible‑work revolution, helping companies create environments where employees can truly choose when and where they work.

Why Join arenaflex?

Flexible Work – Your Schedule, Your Choice

At arenaflex, flexibility isn’t a buzzword; it’s the foundation of our culture. We recognise that the most productive people thrive when they can align work with their personal rhythms. Whether you prefer early‑morning focus sessions or late‑afternoon collaboration, you’ll have the autonomy to structure your day in a way that maximises output and wellbeing.

Autonomous Environment – Trust Over Micromanagement

Our management philosophy is simple: hire smart, capable people and give them the space to excel. You’ll be empowered to own your projects, make decisions, and drive initiatives without a heavy‑handed hierarchy. If you love taking responsibility and delivering results with minimal supervision, you’ll feel right at home.

Calm, Not Crazy – Sustainable Performance

We deliberately avoid the “crunch culture” that plagues many tech companies. At arenaflex, creativity and impact are cultivated in a calm, stress‑free environment. We believe breakthroughs happen when minds are rested, not when they are burned out. If you value thoughtful work over frantic hustle, you’ll appreciate our measured, output‑focused approach.

Role Overview

As a Customer Support Associate at arenaflex, you will be the frontline champion for our global user community. You’ll manage support channels, troubleshoot technical issues, and translate user feedback into actionable insights for product and engineering teams. This part‑time, remote position offers 20 flexible hours per week, aligned with UK business hours, and a competitive compensation package.

Key Responsibilities

• Monitor and respond to inbound support requests across email, chat, and in‑app ticketing systems, ensuring timely and courteous resolutions.
• Log, triage, and create technical support tickets for issues that require engineering attention, providing clear reproduction steps and relevant screenshots.
• Gather, synthesize, and share customer feedback with product, design, and marketing teams to influence roadmap priorities.
• Escalate critical incidents promptly, coordinating with senior support staff and development leads to minimise downtime.
• Collaborate with the knowledge‑base team to author and update self‑service articles, FAQs, and tutorial videos that empower users to solve common problems independently.
• Participate in weekly support‑team stand‑ups, contributing insights on recurring pain points and suggesting process improvements.
• Assist with routine administrative tasks such as updating CRM records, tagging tickets for analytics, and preparing weekly performance dashboards.
• Act as an ambassador for arenaflex’s brand values, consistently delivering a calm, empathetic, and solution‑focused experience.

Essential Qualifications

• Exceptional communication skills in written English; the ability to convey complex technical concepts in clear, friendly language.
• Demonstrated empathy and a customer‑first mindset, with a track record of turning frustrated users into satisfied advocates.
• Strong attention to detail, ensuring accurate ticket documentation and precise replication of reported issues.
• Self‑motivation and the ability to work autonomously, managing your own workload without constant supervision.
• Comfort with change and a proactive attitude toward learning new product features, updates, and industry trends.
• Basic technical aptitude – familiarity with SaaS platforms, web browsers, and common productivity tools (e.g., Slack, Microsoft Teams, Google Workspace).

Preferred Qualifications

• Previous experience in a customer support or help‑desk role, preferably within a SaaS or HR‑tech environment.
• Exposure to ticketing systems such as Zendesk, Freshdesk, or Jira Service Management.
• Understanding of hybrid‑work dynamics and the challenges organizations face when managing office space.
• Experience creating knowledge‑base content, instructional videos, or interactive tutorials.
• Basic scripting or troubleshooting skills (e.g., using browser developer tools, reading logs, or executing simple API calls).

Core Skills & Competencies

• Problem‑Solving: Ability to diagnose issues quickly, think critically, and propose effective solutions.
• Interpersonal Skills: Build rapport with users from diverse cultural backgrounds and professional levels.
• Time Management: Prioritise tickets based on severity and impact while meeting service‑level agreements.
• Collaboration: Work closely with product, engineering, and sales teams to close feedback loops.
• Adaptability: Thrive in a fast‑changing environment where new features roll out regularly.
• Data‑Driven Mindset: Use analytics to identify trends, measure support performance, and recommend improvements.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its team members. As a Customer Support Associate, you will have access to:

• Mentorship from senior support leads and product managers who will guide your career trajectory.
• Regular training workshops on advanced troubleshooting, product architecture, and customer experience design.
• Opportunities to transition into specialised roles such as Technical Support Engineer, Customer Success Manager, or Product Analyst.
• Company‑wide “Learning Days” where you can explore emerging technologies, attend industry webinars, or pursue certifications.
• A clear promotion pathway based on performance metrics, peer feedback, and demonstrated initiative.

Work Environment & Culture at arenaflex

Our remote‑first culture is built on trust, transparency, and mutual respect. Key cultural pillars include:

• Flexibility: Choose your workspace, set your own hours within the agreed UK window, and enjoy a healthy work‑life balance.
• Calm Collaboration: Team meetings are purposeful, concise, and scheduled to avoid unnecessary interruptions.
• Inclusivity: We celebrate diverse perspectives and encourage open dialogue across all levels of the organisation.
• Continuous Improvement: Feedback loops are embedded in our processes; every voice matters in shaping the product roadmap.
• Wellbeing: Access to mental‑health resources, virtual coffee chats, and optional wellness programmes.

Compensation, Perks & Benefits

While the base salary for this part‑time role is £13,500 per annum, arenaflex offers a comprehensive benefits package that includes:

• Performance‑based bonuses and potential equity participation for long‑term contributors.
• Fully remote work setup stipend (ergonomic chair, monitor, high‑speed internet allowance).
• Generous paid time off, including holidays and personal days.
• Professional development budget to fund courses, certifications, or conference attendance.
• Access to a global community of colleagues through virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Health and wellness benefits, including private medical insurance (where applicable) and mental‑health support.

How to Apply

If you are an empathetic communicator with a passion for helping users succeed, and you thrive in an autonomous, calm, and flexible environment, we would love to hear from you. Join arenaflex and become a key part of a mission‑driven team that is reshaping the future of work.

Apply Job!