Customer Experience Specialist – Live Event Support (Nights and Weekends, Hybrid)

About arenaflex and the Role

Step into one of the most exciting customer-facing roles in the live entertainment industry. At arenaflex, we believe that the magic of live events begins long before the curtain rises or the first note sounds. It starts the moment a fan decides they want to be part of the experience, and it lives on through every interaction they have with our brand. As a Customer Experience Specialist – Live Event Support (Nights and Weekends, Hybrid), you will be the human connection behind hundreds of unforgettable moments, helping customers secure the right seats at the right price and ensuring their journey from purchase to event day is seamless, friendly, and stress-free.

arenaflex has built its reputation by putting customers at the heart of everything we do. Our team thrives on building genuine relationships with fans who share our passion for live sports, concerts, and theatre. Whether you are troubleshooting a technical concern, guiding a first-time buyer through the checkout process, or helping a longtime fan locate their order, your work will directly shape how the world experiences live entertainment. If you love people, thrive in fast-paced environments, and want to turn every customer interaction into a memorable moment, this role is built for you.

Key Responsibilities

As a Customer Experience Specialist, you will serve as a frontline ambassador for arenaflex, representing our brand across phone, email, and live chat channels. Your primary mission is to deliver proactive, friendly, and high-quality service to every customer you interact with. Your day-to-day contributions will include:

• Handling a high volume of customer contacts promptly, professionally, and with empathy across phone, email, and live chat.
• Answering questions related to ticket purchases, active orders, inventory availability, pricing, delivery options, and upcoming event details.
• Supporting customers proactively by anticipating their needs and offering solutions before issues arise.
• Utilizing internal and external technology platforms, including help desk software, to manage order fulfillment, process adjustments, and resolve concerns efficiently.
• Creating memorable experiences for customers who share a love of live events, sports, concerts, and theatre by going above and beyond in every interaction.
• Documenting customer interactions accurately and thoroughly to ensure continuity of service and continuous improvement.
• Collaborating with teammates and cross-functional partners to share insights, solve problems, and contribute to a positive team culture.
• Identifying opportunities to improve processes, tools, and the overall customer journey, and sharing those ideas with leadership.
• Handling front-line customer escalations and following up to ensure complete resolution and customer satisfaction.

Your Growth Journey at arenaflex

At arenaflex, we believe that great careers are built through intentional development. We have designed a thoughtful progression path to help you succeed at every stage of your journey.

First 30 Days: Foundation and Immersion

• Complete a comprehensive new hire orientation that equips you with the resources, knowledge, and confidence to thrive in your role.
• Learn how the ticket marketplace ecosystem operates and how your individual contributions create exceptional experiences for arenaflex customers.
• Become fully acclimated to team norms, business objectives, and the core values that define arenaflex culture.
• Gain secure access to internal systems and accounts, and begin familiarizing yourself with our technology stack.
• Shadow experienced teammates, observing how they handle emails, chats, and calls, and document your key learnings.

First 90 Days: Confidence and Contribution

• Perform core responsibilities independently and with growing confidence.
• Build, maintain, and nurture internal and external relationships that drive progress and advance shared objectives.
• Contribute ideas to improve our approaches, methods, and technologies in ways that support business goals and increase team efficiency.
• Develop a strong understanding of service level expectations, key performance indicators (KPIs), and other metrics that measure success.

First 180 Days: Ownership and Impact

• Apply proven methods to execute individual tasks that create measurable positive impact on the team.
• Take an active role in continued learning to advance the skill sets necessary for achieving team and organizational goals.
• Confidently handle front-line customer escalations and follow-ups, ensuring every customer feels heard and valued.
• Feel empowered to participate in extracurricular projects and initiatives that contribute to the broader success of arenaflex.

What You Will Bring

We are looking for curious, compassionate, and committed professionals who are excited about the intersection of customer service and live entertainment. The ideal candidate will bring a mix of experience, attitude, and enthusiasm.

Essential Qualifications

• 1–2 years of customer service experience handling contacts via phone, email, and live chat in a professional environment.
• A genuine team player mentality with a strong drive to contribute to a positive team culture and support collective growth.
• A natural sense of curiosity and the confidence to ask questions, seek answers, and continuously improve your work.
• A genuine passion for live events, including sports, concerts, or theatre, and a desire to share that excitement with customers.
• A flexible schedule with the ability to work evenings, weekends, and holidays, as our customers need support when the events happen.
• Excellent verbal and written communication skills, with the ability to adapt your tone and style to different customers and channels.
• Experience using Zendesk or similar help desk software to manage customer interactions and resolve issues.

Preferred Competencies

• Experience in e-commerce, ticketing, hospitality, or entertainment industries.
• Familiarity with ticket marketplace operations or order fulfillment processes.
• Comfort working in a hybrid environment that blends in-office collaboration with remote flexibility.
• Strong problem-solving skills and the ability to remain calm and solution-oriented under pressure.
• A growth mindset and a commitment to continuous personal and professional development.

Schedule and Work Environment

This role follows a hybrid schedule, with three days in the office and two days remote each week, giving you the best of both worlds: in-person collaboration with your team and the flexibility of focused remote work. The position requires availability during evenings and weekends, when live events bring our customers the most excitement. Typical shifts include:

• 1:30 PM – 10:00 PM (Thursday through Sunday, with Monday and Tuesday off).
• 1:30 PM – 10:00 PM (Monday through Wednesday, with Thursday and Friday off).

Our office is a vibrant, energetic environment where passionate people come together around a shared love of live entertainment. You will be supported by a collaborative team, modern technology, and leaders who genuinely care about your success and well-being.

Compensation and Benefits

arenaflex is committed to offering a competitive total compensation package that recognizes your contributions and supports your lifestyle. Our benefits include:

• Base salary of $40,000 annually, with opportunities for bi-annual performance bonuses and equity participation.
• Fully paid training to set you up for success from day one.
• Flexible PTO and dedicated mental health days to help you recharge.
• Comprehensive medical, dental, and vision insurance for you and your family.
• 401(k) matching to help you build a secure financial future.
• Monthly credits and discounts for attending live events, because we believe our team should experience the magic too.
• Hybrid working model that balances in-office collaboration with remote flexibility.
• A variety of additional workplace perks, including team outings, wellness initiatives, and a culture that genuinely celebrates wins.

Why arenaflex?

Working at arenaflex means joining a team that is passionate, purpose-driven, and obsessed with creating exceptional experiences. We are not just a ticketing company. We are a community of fans, creators, problem-solvers, and go-getters who believe that live events have the power to bring people together and create memories that last a lifetime. Every day, you will have the opportunity to make a real difference for our customers, your teammates, and the broader live entertainment industry.

We invest in our people because we know that when you thrive, our customers thrive, and our business thrives. Whether you are just starting your customer service career or looking for a place to grow, lead, and make an impact, arenaflex provides the resources, mentorship, and opportunities to help you reach your full potential.

How to Apply

If you are a customer-obsessed professional with a love for live events and a flexible schedule to work nights and weekends, we would love to hear from you. Join arenaflex and become part of a team that turns every customer interaction into a memorable experience. Bring your curiosity, your empathy, and your passion, and let us show you what it means to do meaningful work in one of the most exciting industries in the world. Apply today and take the first step toward a career that is as rewarding as the events we help bring to life.