Remote Night‑Shift Customer Support Agent – Travel Booking & GDS Expertise at arenaflex

About arenaflex – Pioneering the Future of Business Travel

arenaflex is on a bold mission to empower one billion business travelers to plan, re‑plan, and manage their trips with unprecedented ease. By harnessing cutting‑edge automation, artificial intelligence, and a deep understanding of the travel ecosystem, arenaflex is reshaping how companies book flights, hotels, and ancillary services. Our platform blends powerful Global Distribution Systems (GDS) with intuitive user experiences, delivering a seamless end‑to‑end solution for corporate travel managers worldwide. As a fast‑growing, technology‑driven organization, we attract talent that thrives on innovation, collaboration, and a shared commitment to delivering exceptional service.

Why This Role Matters

The Remote Night‑Shift Customer Support Agent position is a cornerstone of arenaflex’s 24/7 service promise. Our clients rely on rapid, accurate assistance for reservations, ticket changes, refunds, and ancillary services. By joining our support team, you become the trusted voice that ensures every traveler’s experience is smooth, reliable, and memorable—no matter the time zone or the complexity of the request.

Position Overview

This is a full‑remote, contractor‑based role (40 hours per week) that operates on a night‑shift schedule aligned with Central European Time (CET). You will work from anywhere in the United States, specifically within the Washington state time zone, and support customers during the 15:30‑24:00 CET window (Tuesday‑Saturday or Sunday‑Thursday, with a ± one‑hour flexibility). The role offers a dynamic blend of chat, email, and portal‑based interactions, leveraging industry‑standard GDS platforms such as Galileo and Amadeus.

Key Responsibilities

• Customer Interaction: Provide prompt, courteous, and accurate assistance via live chat, email, and the Help Center portal, ensuring every interaction meets arenaflex’s high service standards.
• Reservation Management: Use Galileo and Amadeus to create, modify, and cancel bookings, add ancillary services (e.g., seat selection, baggage, insurance), and process refunds or re‑issuances in compliance with airline policies.
• Issue Resolution: Diagnose and resolve complex travel‑related problems, escalating only when necessary, while maintaining clear documentation of each case.
• Collaboration: Work closely with fellow support agents, product specialists, and the operations team to share knowledge, troubleshoot systemic issues, and continuously improve the customer journey.
• Knowledge Maintenance: Stay current on GDS updates, airline regulations, and arenaflex product enhancements to provide accurate, up‑to‑date information.
• Quality Assurance: Participate in regular quality reviews, contribute to the development of best‑practice guidelines, and mentor newer agents on effective communication techniques.
• Feedback Loop: Capture recurring pain points and relay them to the product and engineering teams, influencing roadmap priorities and feature enhancements.

Essential Qualifications

• Minimum 2 years of hands‑on experience with either Galileo or Amadeus GDS platforms.
• Demonstrated recent experience (within the last 6 months) in re‑issuing tickets and processing refunds using Galileo and/or Amadeus.
• Fluent English proficiency—both spoken and written—with the ability to craft clear, concise, and empathetic messages.
• Exceptional written communication skills, especially for chat‑box interactions, ensuring tone and clarity align with arenaflex’s brand voice.
• Strong attention to detail, accuracy, and an analytical mindset for handling complex itineraries.
• Proven ability to work effectively in a remote, distributed team environment, demonstrating reliability and self‑motivation.
• Willingness to learn new tools, processes, and industry trends, adapting quickly to evolving customer needs.

Preferred Qualifications & Additional Assets

• Experience with other GDS platforms (e.g., Sabre, Worldspan) or travel‑booking APIs.
• Background in hospitality, airline operations, or corporate travel management.
• Familiarity with CRM or ticket‑tracking systems such as Zendesk, Freshdesk, or ServiceNow.
• Previous remote‑work experience, especially in night‑shift or 24/7 support environments.
• Multilingual abilities (additional languages are a plus for serving a global clientele).

Core Skills & Competencies

• Technical Proficiency: Ability to navigate GDS interfaces quickly, troubleshoot booking anomalies, and execute complex ticketing actions.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to resolve issues to the customer’s satisfaction.
• Communication Excellence: Clear articulation, active listening, and the capacity to convey technical information in layperson’s terms.
• Problem‑Solving: Analytical thinking to diagnose root causes and propose effective solutions under time pressure.
• Team Collaboration: Openness to share knowledge, support peers, and contribute to a positive, inclusive team culture.
• Time Management: Ability to prioritize tasks, manage multiple concurrent cases, and meet service level agreements (SLAs).

What arenaflex Offers – Compensation, Benefits, and Growth

As a contractor with arenaflex, you will receive a competitive monthly remuneration package of up to EUR 2,000, reflecting the expertise required for this role. In addition to base pay, we provide:

• Flexible Remote Work: Operate from any location within the United States, with a schedule that respects your personal commitments while covering the required CET night‑shift window.
• Professional Development: Access to online training resources, GDS certification courses, and webinars on travel‑industry trends.
• Career Advancement: Clear pathways to senior support roles, team lead positions, or specialized functions such as product support, quality assurance, or operations management.
• Multicultural Team Experience: Collaborate with colleagues from diverse cultural backgrounds, gaining global perspectives and enhancing cross‑cultural communication skills.
• Performance Incentives: Bonus structures tied to key performance indicators (KPIs) such as first‑contact resolution, customer satisfaction scores, and adherence to SLA targets.
• Well‑Being Resources: Access to mental‑health support, ergonomic home‑office stipends, and wellness programs designed for remote workers.

Work Environment & Culture at arenaflex

arenaflex prides itself on a collaborative, inclusive, and innovation‑driven culture. Even though you will be working remotely, you will be fully integrated into a vibrant community through:

• Weekly virtual stand‑ups and team‑building activities that foster connection across time zones.
• Regular “Ask Me Anything” sessions with senior leadership, providing transparency and insight into company strategy.
• A culture of continuous feedback, where ideas are welcomed and recognized.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Application Process

If you are passionate about delivering world‑class travel support and meet the qualifications outlined above, we invite you to submit your resume (in English) through the link below. Our recruitment team will review applications on a rolling basis, and qualified candidates will be contacted for a virtual interview that includes a GDS competency assessment and a cultural fit discussion.

Ready to Join arenaflex?

Take the next step in your career by becoming part of a forward‑thinking organization that values expertise, flexibility, and personal growth. At arenaflex, your contributions directly impact the travel experiences of thousands of business professionals worldwide. Apply today and help us shape the future of corporate travel.

Apply Job!