**Experienced Technical Customer Service/Onboarding Specialist – Franchise Business Support**

At arenaflex, we're on a mission to revolutionize the way franchise businesses operate, and we're looking for a talented Technical Customer Service/Onboarding Specialist to join our team. As a key member of our customer success team, you'll play a critical role in ensuring our clients get the most out of our SaaS platform, Gorilla Dash. If you're passionate about delivering exceptional customer experiences, have a knack for technical problem-solving, and thrive in a fast-paced, dynamic environment, we want to hear from you. **About arenaflex** arenaflex is a leading provider of innovative software solutions for franchise businesses. Our flagship product, Gorilla Dash, is a powerful platform that helps franchise owners streamline operations, improve customer engagement, and drive measurable revenue. With a growing client base spanning food, service, and retail industries, we're committed to delivering exceptional customer service and support that sets us apart from the competition. **Job Description** As a Technical Customer Service/Onboarding Specialist, you'll be the face of arenaflex for many of our clients. Your primary responsibilities will include: * Guiding new franchise clients through setup and onboarding, ensuring a seamless transition to our platform * Customizing onboarding plans based on client needs and business models to maximize their Gorilla Dash experience * Delivering product demonstrations and training to new users, empowering them to get the most out of our software * Providing first-line technical support via email, chat, and video calls, resolving product issues and escalating bugs or feature requests to our development team * Maintaining high levels of customer satisfaction with timely, thoughtful responses, ensuring our clients feel valued and supported * Assisting the sales team by conducting live demonstrations of the Gorilla Dash platform, helping prospective clients understand how our software fits into their operations * Serving as a liaison between clients and our product development team, ensuring their feedback and feature requests are properly documented and communicated * Tracking customer feedback and managing follow-ups through CRM or project management tools, helping us continuously improve our platform and services * Attending and representing arenaflex at franchise expos and tradeshows (primarily in the US), engaging with prospective clients, giving demos, and collecting feedback **Qualifications** To succeed in this role, you'll need: * 3+ years of experience in technical customer support, account management, or SaaS onboarding * Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a clear, concise manner * High technical literacy, with the ability to grasp software workflows quickly and troubleshoot issues efficiently * Strong problem-solving and organizational skills, with a focus on delivering exceptional customer experiences * Experience using helpdesk, CRM, and project management tools (e.g., Intercom, HubSpot, ClickUp, etc.) * Comfortable working independently and remotely with international teams, with a willingness to work late hours to align with teams in Australia and Taiwan * Exposure to or experience working with franchise businesses is a strong plus **Additional Information** * Base Salary: $70,000 USD per year * Bonus Potential: based on onboarding success, customer satisfaction, and retention metrics * Work Setup: + Remote-first flexibility, or office access in West Palm Beach, FL + Occasional US travel to tradeshows and events + Collaborative, mission-driven team environment + Flexible working hours + Paid vacation and optional professional development support * All your information will be kept confidential according to EEO guidelines. **Why Join arenaflex?** At arenaflex, we're passionate about delivering exceptional customer experiences and empowering our clients to succeed. As a Technical Customer Service/Onboarding Specialist, you'll have the opportunity to: * Work with a talented team of professionals who share your passion for customer success * Develop your technical skills and expertise in a fast-paced, dynamic environment * Make a meaningful impact on our clients' businesses, helping them achieve their goals and objectives * Enjoy a competitive salary and bonus structure, with opportunities for professional growth and development * Collaborate with international teams, gaining valuable experience and insights in a global context If you're ready to join a team that's revolutionizing the way franchise businesses operate, apply now to become our next Technical Customer Service/Onboarding Specialist. Apply for this job