Experienced Customer Service Tools Support Specialist – IT Escalation Management, System Administration & BPO Site Implementation at arenaflex

Transform the Way Entertainment Meets Technology – Join arenaflex as a Customer Service Tools Support Specialist

Imagine a workplace where innovation moves at the speed of imagination, where every click, every stream, and every member interaction is backed by an ecosystem of world-class technology. arenaflex is a global leader in digital entertainment, delivering captivating films, television series, and interactive games to more than 270 million paid members across over 190 countries. Our members expect flawless experiences, and our Customer Service (CS) organization exists to ensure nothing stands between them and the stories they love.

Behind every seamless member interaction is a powerful network of tools, platforms, and systems working in harmony. The CS Technology team, part of the broader Customer Service organization, is responsible for designing, maintaining, and scaling the technology backbone that supports arenaflex's global CS operations. Within this team, the Program and CS Tools Support Management (PSM) function plays a critical role: managing technical issue escalations, championing enhanced reliability for CS tools, ensuring compliance with arenaflex's security standards, overseeing the implementation of arenaflex-specific IT at our Business Process Outsourcing (BPO) CS sites, and administering user access for CS full-time employees (FTEs).

We are seeking a highly motivated, technically adept, and customer-obsessed Customer Service Tools Support Specialist to join the PSM team. If you thrive at the intersection of IT support, application administration, and operational excellence, this is your opportunity to make a global impact.

What You'll Do – Key Responsibilities

As a Customer Service Tools Support Specialist at arenaflex, you will be the operational heartbeat of CS tooling, ensuring that technology enables exceptional member service rather than hindering it. Your responsibilities will include:

• Escalation Lifecycle Management: Own the full escalation lifecycle for all technical issues affecting the tools and services used by the CS organization. This includes defining intake workflows, performing issue discovery and validation, conducting in-depth research, documenting findings, prioritizing issues based on business impact, communicating status updates, and advocating for timely fixes to engineering partners and CS Product teams.
• User Access and Group Policy Administration: Support CS Tools user access inquiries, manage group policies, and ensure the right people have the right level of access at all times, balancing security with operational efficiency.
• System Configuration and Workflow Management: Manage system configuration tasks for CS-specific workflows across internal and external tools, including platforms such as Sprinklr, Zendesk, and the broader CS Tools suite. Ensure configurations align with evolving business needs.
• BPO Site Launch and Closure Support: Provide CS Operations teams with arenaflex-specific IT implementation support during BPO CS site launches and closures, including tool access setup, comprehensive access and testing procedures, allowlist change management, and research support on BPO IT issues affecting agents and tooling.
• Subject Matter Expertise: Operate as a recognized CS Tools subject matter expert (SME) for the CS organization, providing guidance, training, and thought leadership across teams.
• Support Channel and SLA Management: Manage support channel inquiries, ensuring service level agreements (SLAs) are consistently met, and continuously identify opportunities to improve response times and resolution quality.
• Documentation and Runbook Creation: Create, maintain, and enhance runbooks, knowledge articles, and resource materials pertaining to CS Tools support and system administration/configuration workflows.
• Operational Flexibility: Demonstrate flexibility in working hours to help meet the evolving needs of the global business, including occasional after-hours support for critical issues.
• Culture Carrier: Embody and promote the unique arenaflex culture, fostering an environment of freedom, responsibility, curiosity, and inclusion.

What You'll Bring – Qualifications and Experience

Essential Qualifications

• 5+ years of relevant experience in IT support, application support, technical troubleshooting, and research within fast-paced, technology-driven environments.
• Demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry-standard tooling.
• Hands-on experience supporting and administering Customer Service target SaaS applications, including CRM (Customer Relationship Management), CMS (Content Management Systems), and CCaaS (Contact Center as a Service) platforms.
• Exceptional communication skills with the ability to engage stakeholders across all technical levels, from front-line agents to senior engineering leaders.
• Familiarity with Project Management methodologies, including Agile, Scrum, or Kanban frameworks.
• Self-starter mindset with the ability to work independently, exercise impeccable judgment, and rapidly acquire new skills.
• Strong sense of curiosity and the initiative to explore unknowns, solve complex problems, and thrive in ambiguous, evolving situations.

Preferred Attributes

• Experience working in a global, multi-time-zone environment supporting distributed teams and BPO partners.
• Background in entertainment, streaming, gaming, or other high-volume consumer-facing industries.
• Knowledge of information security best practices and compliance frameworks relevant to SaaS tool administration.
• Track record of process improvement and automation initiatives that enhanced operational efficiency.

Skills and Competencies for Success

To excel in this role at arenaflex, you will need a blend of technical acumen, operational discipline, and interpersonal finesse:

• Technical Troubleshooting: A methodical, analytical approach to diagnosing and resolving complex system and tool issues.
• Stakeholder Management: The ability to build trust, manage expectations, and communicate clearly with diverse audiences.
• Problem-Solving Under Pressure: Composure and effectiveness when handling high-severity incidents that impact member experience.
• Attention to Detail: Precision in configuration, access management, and documentation.
• Adaptability: Comfort with rapidly changing priorities, tools, and business needs in a dynamic global environment.
• Collaboration: A genuine team player who values collective success over individual recognition.

Career Growth and Learning Opportunities

At arenaflex, your growth is limited only by your ambition. We operate with a philosophy of freedom and responsibility, empowering our employees to take ownership of their careers. As a Customer Service Tools Support Specialist, you will have access to:

• Cross-Functional Exposure: Collaborate with world-class engineers, product managers, operations leaders, and security experts across the globe.
• Skill Development: Opportunities to deepen expertise in SaaS administration, escalation management, IT security, and program management.
• Career Mobility: arenaflex is known for internal mobility, and this role provides a strong foundation for future positions in Technical Program Management, Engineering, CS Operations Leadership, or Product Management.
• Mentorship and Coaching: Work alongside seasoned leaders who are invested in your professional development.
• Continuous Learning Culture: Access to conferences, workshops, training programs, and an annual learning stipend to support your development journey.

Work Environment and Company Culture

arenaflex is unlike any other company. We reject conventional workplace rules in favor of a culture built on trust, transparency, and personal accountability. Our environment is characterized by:

• Freedom and Responsibility: We hire exceptional people and give them the space to do their best work without micromanagement.
• Inclusion and Belonging: We celebrate diversity in all its forms and are committed to building a workforce that reflects the global communities we serve. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
• Curiosity and Innovation: We encourage bold thinking, calculated risk-taking, and continuous improvement.
• Global Collaboration: Work with talented colleagues across multiple continents, leveraging technology to stay connected and effective.
• Impact-Driven Work: Every project you touch contributes directly to the experience of hundreds of millions of members worldwide.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive and competitive total rewards package designed to support the well-being, health, and financial security of our employees and their families.

• Compensation Philosophy: Our structure consists solely of an annual salary, with no bonuses. Each year, you have the freedom to choose the mix of salary and stock options that best aligns with your personal financial goals. To determine your personal top-of-market compensation, we use market indicators and consider your specific job family, background, skills, and experience. The range for this role is $50,000 – $190,000.
• Health and Wellness: Comprehensive health plans, mental health support, health savings accounts, and flexible spending accounts.
• Retirement and Stock Options: A 401(k) Retirement Plan with employer match, plus a Stock Option Program that allows you to share in the company's long-term success.
• Family-Forming Benefits: Programs to support family planning, adoption, and surrogacy.
• Disability and Protection: Short-term and long-term disability programs, life insurance, and serious injury benefits.
• Paid Time Off: Full-time hourly employees accrue 35 days annually for vacation, holidays, and sick leave. Full-time salaried employees receive flexible time off immediately, empowering you to manage your own rest and recharge.
• Leave of Absence Programs: Paid leave options to support life events and personal needs.

Why arenaflex? Why Now?

The entertainment industry is evolving at an unprecedented pace, and arenaflex continues to lead the way. By joining our CS Technology team as a Customer Service Tools Support Specialist, you will be at the forefront of ensuring that millions of members receive the world-class support they deserve. Your work will directly impact member satisfaction, operational efficiency, and the scalability of a global Customer Service organization that operates 24/7 across more than 190 countries.

This is more than a job. It is an opportunity to build a career at one of the most innovative companies in the world, surrounded by some of the brightest minds in technology and entertainment. You will be challenged, supported, and empowered to do the best work of your life.

Ready to Make a Global Impact?

If you are a technically skilled, operationally minded, and culturally aligned professional ready to take the next big step in your career, we want to hear from you. Bring your expertise, your curiosity, and your passion for excellence to arenaflex, and help us deliver unforgettable member experiences every single day.

Apply today and become part of the team that keeps the world's favorite stories playing, streaming, and thriving.