Customer Support Representative – Online Course Platform

About arenaflex and the Opportunity Ahead

arenaflex is an ambitious, founder-led technology company building a next-generation online course platform designed to empower creators, educators, coaches, and subject-matter experts to launch, market, and grow their own digital learning businesses. The platform is in an exciting early growth stage, with a rapidly expanding user base, a robust feature roadmap, and a clear mission: to democratize online education by giving every expert the tools they need to share their knowledge with the world.

Because arenaflex is still in the formative chapter of its journey, the company is making a strategic investment in its very first full-time customer support representative. This is not a faceless corporate role buried under layers of management. This is a chance to be trained directly by the founder, to learn the product inside and out, to influence how support is delivered for years to come, and to grow into a leadership role as the team scales. If you have ever wanted to join a company at the moment when your fingerprints can genuinely be felt on the product, the culture, and the customer experience, this is that moment.

As the founding member of the customer support function, you will be the voice, the ear, and the empathy behind every interaction. You will help build the documentation library from scratch, partner with the founder on product feedback, and serve as the trusted bridge between users and the engineering team. In short: you will help shape the customer experience of a platform that thousands of aspiring educators will rely on to build their livelihoods.

Key Responsibilities

• Become a Product Expert: Immerse yourself in the arenaflex platform, learning every feature, workflow, and edge case. Your job is to know the product so well that customers feel they are speaking with someone who genuinely understands their world.
• Respond to Customer Support Requests: Handle incoming tickets, emails, and chat inquiries in a timely, professional, and friendly manner. As ticket volume grows, your role in setting the tone and standard for response quality will be foundational.
• Write and Maintain Help Center Documentation: Create clear, well-structured, and easy-to-follow help articles, FAQs, tutorials, and guides. You'll be the architect of a knowledge base that empowers customers to self-serve and that scales with the platform.
• QA Testing and Bug Reporting: Proactively test new features, identify bugs, document reproduction steps, and communicate findings to the product team. Your testing will directly influence product stability and customer satisfaction.
• Provide Actionable Customer Insights: Surface recurring themes, feature requests, and user pain points back to the founder and product team. Your frontline perspective is invaluable for shaping roadmap decisions.
• Onboard New Customers: Walk new users through setup, best practices, and tips to help them launch their first course successfully.
• Contribute to Support Process Design: Help build SOPs, response templates, internal knowledge bases, and tooling choices that will form the backbone of arenaflex's future support team.

Essential Qualifications

• Native-Level English Proficiency: Flawless written English is non-negotiable. You will be the primary writer of customer-facing communication and documentation, and your command of the language must be exemplary in tone, grammar, and clarity.
• Strong Written Communication Skills: You can take a complex technical concept and explain it in simple, friendly, and jargon-free language that a non-technical customer can understand.
• Comfort with Software and Web Products: You should feel at home navigating web applications, dashboards, and software tools. Prior experience with SaaS products, web hosting services, or online course platforms is strongly preferred.
• Basic DNS Knowledge: A working understanding of how DNS works is a significant plus. Familiarity with configuring CNAME records and CAA DNS records for custom domains is highly valued, as many arenaflex customers will need help connecting their custom domains to the platform.
• Empathy and Patience: You genuinely enjoy helping people solve problems, and you can communicate with frustrated or confused users in a calm, reassuring manner.
• Self-Direction and Discipline: As a fully remote, freelance position, you must be highly organized, proactive, and capable of managing your own time without constant supervision.

Preferred (Nice-to-Have) Qualifications

• Prior experience with customer support tools such as Help Scout, Intercom, Zendesk, Freshdesk, or similar platforms.
• Familiarity with online course platforms (Thinkific, Teachable, Kajabi, Podia, LearnDash, or similar).
• Experience writing help center articles, technical documentation, or tutorial content.
• Understanding of basic HTML, email clients, and web hosting environments.
• Exposure to QA testing, bug reporting workflows, or working with product/engineering teams.
• Background in education, e-learning, instructional design, or content creation.
• Experience as an early employee at a startup or fast-growing company.

Skills and Competencies for Success

• Curiosity: You love learning how things work and are not afraid to dig deep into a product until you understand it completely.
• Attention to Detail: Documentation, bug reports, and customer responses all require precision and care.
• Problem-Solving: You approach every customer issue like a detective, gathering information, testing theories, and finding solutions.
• Adaptability: Early-stage companies evolve quickly. You should be comfortable with ambiguity, change, and wearing multiple hats.
• Initiative: You don't wait to be told what to do. You see opportunities to improve and act on them.
• Customer Obsession: You measure your success by the success of the customers you serve.
• Technical Aptitude: You are comfortable learning new tools, troubleshooting software, and explaining technical concepts to non-technical users.

Career Growth and Learning Opportunities

Joining arenaflex as the first full-time customer support representative is a rare opportunity to build a career-defining foundation. You will be trained directly by the founder, gaining a 360-degree understanding of how a SaaS company operates — from product development to customer success to business strategy. As the company grows, you will have the opportunity to:

• Hire, train, and lead a future support team.
• Transition into a Customer Support Manager, Head of Support, or Customer Success Lead role.
• Specialize in technical support, product management, or content strategy.
• Take on cross-functional projects that expand your impact across the organization.
• Develop a deep professional network in the fast-growing ed-tech industry.

This role is designed for someone who wants to grow with the company, not just work in it. Many of the most successful careers in tech began with a "founding team" role at an early-stage company, and this is your chance to write that chapter for yourself.

Work Environment and Culture at arenaflex

arenaflex operates with the energy and intimacy of a founder-led startup combined with the discipline and quality of a professionally-run team. The culture is built on trust, ownership, transparency, and a shared obsession with delivering value to customers. There are no layers of bureaucracy, no endless meetings, and no politics — just a small, talented team working hard to build something meaningful.

You will have direct access to the founder and product team, a voice in product decisions, and the freedom to do your best work without micromanagement. The company values work-life balance, asynchronous communication, and output over hours logged. Even though you'll be working remotely, you'll never feel disconnected from the mission or the team.

Compensation, Perks, and Benefits

• Base Compensation: Starting at $300 USD per month, with strong potential for growth as the company scales and as you take on increased responsibilities. Compensation is negotiable based on your experience and skill set.
• Payment Structure: Paid via wire transfer if you operate through a freelancer company, or via Upwork Direct contracts.
• Fully Remote: Work from anywhere in the world. No commuting, no office, no relocation needed.
• Flexible Schedule: 8 hours per day, with the flexibility to design your own routine. You will work most of your hours in the morning and afternoon of your own local timezone, with no requirement to align to European CET hours.
• Time Off: 20 days of paid leave per year, in addition to two required availability windows: late December through the first week of January, and mid-July through mid-August.
• Direct Founder Mentorship: Receive hands-on training and mentorship directly from the founder, a rare opportunity to learn every facet of running and growing a SaaS business.
• Career Trajectory: As the company grows, so will the team — and so will your role, your title, and your compensation.
• Meaningful Work: Every ticket you resolve, every article you write, and every bug you report will directly impact the success of educators building their dream businesses.

How to Apply

arenaflex is looking for someone who is curious, capable, communicative, and excited about the chance to be the founding member of a support team. To apply, send your application to the email address provided in the original posting, with the subject line indicating your interest in the Founding Customer Support Specialist role at arenaflex.

In your application, please include:

• A copy of your CV or resume.
• A short message highlighting any experience you have with course platforms, hosting services, or software products.
• The passphrase "cat" somewhere in your message — this is a small but intentional filter to ensure applications are thoughtful and human.
• A clear, original explanation (in your own words) of what you understand the arenaflex product to be, who the target audience is, and which competitors operate in the same space. Please do not copy text from the website — we want to hear your interpretation.
• A specific explanation of your understanding of DNS, including any practical experience you have with CNAME and CAA records.
• Your country, city, and timezone.
• A short personal introduction about who you are and what motivates you.
• Any questions you have about the role, the company, or the product.

A Final Word from arenaflex

If you have read this far, you are already demonstrating the kind of thoroughness, curiosity, and attention to detail that arenaflex values. This role is not for someone who just wants a paycheck — it is for someone who wants to help build something real, who wants to learn constantly, and who wants their work to matter. You will be the first person customers turn to when they need help, and you will be the one who shapes what that experience feels like for years to come.

arenaflex believes that great customer support is the foundation of a great product, and great support starts with great people. If you are ready to be that person, we are ready to welcome you to the team. Apply today, and let's build the future of online education together.