**Experienced Customer Support Specialist – PST Mexico**

Join arenaflex, a cutting-edge firm performance management platform for architecture and engineering practices, as a Customer Support Specialist in our Mexico office. As a key member of our international support team, you will play a vital role in delivering exceptional support to our customers, helping shape the future of how architects manage their business, and contributing to the growth and success of arenaflex. **About arenaflex** arenaflex is revolutionizing the architecture and engineering industries by providing a comprehensive platform for firms to manage their work, resources, and budgets. Our mission is to empower professionals to create innovative and sustainable designs, and our platform is designed to make quick and confident decisions possible. With a strong focus on people, curiosity, and empathy, we believe in building a company that will redefine architecture and drive success. **Why Work at arenaflex?** * **People first**: We prioritize relationships, empathy, and genuine value for our customers and colleagues. As a culture ambassador, you will deploy your unique strengths to drive success and happiness. * **Build a company that will redefine architecture**: Project management is just the beginning. We have big ambitions to help facilitate the entire design process, from becoming the document source of truth to coordinating with consultants. You can shape the future of building design. * **Work with some of the best product people in the world**: Our team is innovative, highly productive, and has a strong design background. You will be doing some of the best work of your life. **About the Role** As our Customer Support Specialist, you will provide exceptional support to our customers by building trusted relationships, resolving support tickets, and identifying areas for operational efficiency improvements. This is a unique opportunity to help define what support at arenaflex looks like while exploring best practices, tools, and systems. **Key Responsibilities** * Resolve support tickets through Intercom, providing customers with timely, friendly, and accurate responses. Seek out answers and ensure there is relevant documentation. * Troubleshoot before escalating - replicate issues, gather necessary details, and provide a clear summary before passing to Engineering. * Conduct customer calls when further troubleshooting, explanation, or clarification is required to resolve complex issues efficiently. * Identify inefficiencies in ticket triage and contribute to scalable improvements for our customer support team. * Develop deep product knowledge and stay up-to-date on all new releases to better support our users. * Collaborate cross-functionally to promote a consistent and seamless user experience. Share product insights and advocate for customer needs. **What You'll Bring** * 2-3 years of experience in a Customer Support role at a startup or SaaS company. * Strong sense of urgency and accountability - you take ownership of tickets and follow through until resolution. * Exceptional troubleshooting skills - you proactively seek answers, investigate thoroughly, and document findings before escalating. * Clear and professional communication - you can explain complex topics in a simple, friendly, and empathetic way. * A keen eye for detail and operational efficiency - you recognize patterns, identify process gaps, and suggest improvements. * Experience with our support tool, Intercom. * Access to reliable internet connection and proficiency with G Suite, Zoom, Slack, and other basic internet technologies. * Bonus Points: Experience or familiarity with the architecture industry or QuickBooks. **Important Notes** * This is a contractor position. * You will be working remotely, and we do not have an office in Mexico. * You must have the ability to work EST hours (9:00 AM – 5:30 PM EST, with a 30-minute lunch break). * Fluency in English is required for this position. * You will be supporting our US-based customers. * The role pays hourly, bi-weekly in USD. * You must have your own laptop and stable internet. **Compensation** * $7 - $15 an hour USD depending on experience, with expectations of a 40 hour work week. **Benefits** * Innovative engineering and product culture * Early-stage well-funded company * Inclusion and diversity as a company priority * 100% premium coverage on our healthcare plans for employees and their families (for US-based, full-time employees) * Dental & vision coverage for employees and families (for US-based, full-time employees) * New laptop & equipment * Wellness Stipend (for US-based, full-time employees) **Join Our Team** If you are passionate about delivering exceptional support, shaping the future of architecture, and working with a talented team, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at arenaflex, you will have the chance to grow your skills, contribute to our mission, and be part of a company that will redefine the industry. Apply for this job