Remote Customer Success Advocate – Health & Wellness SaaS Support Specialist

About arenaflex

arenaflex is on a mission to transform the way health and wellness practitioners manage their practices. Our innovative SaaS platform serves thousands of dedicated professionals—including massage therapists, physical therapists, chiropractors, naturopaths, and holistic health coaches—by dramatically reducing paperwork, streamlining administrative workflows, and freeing up precious time so practitioners can focus on what truly matters: delivering exceptional care to their clients.

As a fully remote, bootstrapped, product-led, and profitable company, arenaflex has built its reputation by genuinely understanding the daily challenges faced by small clinic owners. We believe that when wellness providers are happier, healthier, and less burdened by administrative chaos, their businesses thrive, their clients receive better care, and entire communities benefit. Join us in empowering the healers, therapists, and wellness experts who make the world a healthier place—one appointment at a time.

The Opportunity

We are excited to invite a passionate, empathetic, and resourceful Remote Customer Success Advocate to join the growing arenaflex team. This full-time role is perfect for someone who finds deep satisfaction in solving problems, building genuine human connections, and making a tangible difference in the daily lives of health and wellness professionals.

As a key member of our customer-facing team, you will serve as the voice, the guide, and the trusted advisor for our entire customer community. You will respond to inquiries with warmth and precision, identify opportunities to enhance our product, collaborate with cross-functional teams to resolve issues, and proactively empower our users to get the most out of the platform. If you thrive on meaningful work, love technology, and want to accelerate your career at a company that values impact over bureaucracy, this role was designed for you.

What You'll Do

• Respond thoughtfully and efficiently to customer support inquiries through our ticketing system, including both written responses and camera-on video replies, as well as occasional phone conversations.
• Maintain and continuously improve our internal and customer-facing knowledge base, ensuring documentation is accurate, current, and easy to understand.
• Create short, engaging product tutorial videos that highlight best practices and teach customers how to leverage arenaflex to its fullest potential.
• Proactively identify gaps, pain points, and improvement opportunities within the arenaflex product that affect customer success, satisfaction, and retention.
• Partner closely with our Product and Development teams to escalate, investigate, and resolve customer issues, contributing valuable customer insight to product roadmaps.
• Spot opportunities for proactive customer training and design creative outreach initiatives to help users discover features they may have overlooked.
• Lead or contribute to quarterly customer experience enhancement projects, with topics aligned to your unique strengths and professional interests.
• Play an active role in reducing churn by nurturing long-term relationships, anticipating customer needs, and delivering consistently delightful service.
• Gather and synthesize customer feedback into actionable insights that shape the future of arenaflex.

What We're Looking For

At arenaflex, we believe that technical skills can be taught, but genuine care for people cannot. We're searching for someone whom customers will consider an absolute pleasure to work with. The following attributes have proven essential for thriving in this role:

• Active Listening: The ability to fully understand a customer's situation before responding, asking clarifying questions, and demonstrating that you truly hear them.
• Friendly Tone: A naturally warm, approachable communication style that puts customers at ease, even during stressful moments.
• Clear and Concise Writing: The skill of explaining complex ideas in simple, jargon-free language that respects the customer's time.
• Critical Thinking and Problem Solving: The resourcefulness to investigate issues thoroughly, identify root causes, and deliver effective solutions.
• Compassion, Empathy, and Patience: A genuine desire to understand the customer's perspective, meet them where they are, and support them without judgment.

Essential Experience and Qualifications

• 2+ years of experience in a Customer Support, Technical Support, or Customer Success role, ideally for a software product.
• SaaS support experience is a strong plus, but not a deal breaker—we welcome candidates from diverse support backgrounds who bring transferable skills.
• Proven experience building and maintaining strong, trust-based relationships with customers over time.
• Experience collaborating cross-functionally with teams such as Development, Marketing, Customer Success, and Product.
• Comfort and familiarity with support platforms such as Zendesk, Help Scout, Intercom, or comparable tools.
• Excellent written and verbal communication skills in English.
• Self-motivation and the discipline required to thrive in a remote work environment.
• A stable internet connection, a quiet workspace, and reliable equipment for camera-on video calls.

Preferred Qualifications

• Experience working with health, wellness, or healthcare-related software, or personal familiarity with small clinic operations.
• Background in creating educational content, such as help articles, tutorial videos, or training materials.
• Basic understanding of spreadsheets, basic formulas, and common software workflows (you'll occasionally help with similar questions).
• Experience using screen recording and video communication tools such as Loom.
• A curious mindset and a passion for continuous learning.

Why Join arenaflex?

Working at arenaflex isn't just another customer support job—it's a career-accelerating opportunity to make a real difference in an industry that genuinely needs better tools. Here's what makes arenaflex special:

• Purpose-Driven Work: Every conversation you have directly improves the daily life of a wellness practitioner. The work you do here matters.
• Small Team, Big Impact: As a lean, nimble organization, every team member has a voice and the ability to shape our product, our processes, and our culture.
• World-Class Talent: You'll work alongside exceptional colleagues who are passionate, curious, and committed to excellence.
• Career Growth: Our team members grow quickly because they wear many hats, take ownership of meaningful projects, and develop a broad skill set that prepares them for future leadership roles.
• Fully Remote Forever: We've always been remote, and we know how to do it well. Work from anywhere you're most productive and comfortable.
• Quarterly Impact Projects: Pursue projects aligned with your professional interests that directly enhance the customer experience and your own development.
• A Culture of Trust and Autonomy: We hire exceptional people and trust them to do their best work—no micromanagement, no unnecessary meetings, just genuine collaboration.

Work Hours and Location

This is a fully remote position open to candidates located anywhere in the world, as long as you are comfortable working either Monday to Friday, 9:00 AM to 5:00 PM Pacific or 10:00 AM to 6:00 PM Pacific, depending on your preference. We offer flexibility in choosing your preferred shift.

Compensation and Benefits

• Salary: $50,000 – $60,000 CAD annually, commensurate with experience.
• Time Off: 11 public holidays, 15 vacation days, plus a bonus Friday off every month for consistently meeting team metrics.
• Remote Work Stipend: Support for your home office setup.
• Professional Development: Opportunities to attend conferences, take courses, and grow your career.
• Health and Wellness Support: Because we believe in practicing what we preach.
• Quarterly Performance Bonuses: Recognizing and rewarding exceptional contributions.

How to Apply

If this opportunity excites you, we'd love to hear from you. Please email us with a brief introduction telling us who you are, what draws you to arenaflex, and why you believe you'd be a great fit for this role. We're particularly interested in learning about the measurable impact you've made in your previous positions.

As part of the application process, please prepare and submit the following three items, imagining that you are a Customer Support Representative for Google Sheets:

1. Written Response: Respond to this customer inquiry: "Hello! I'm using Google Sheets for my price list. I have 10 products on my list and I'm trying to calculate the average price. Can you tell me how to do that?"
2. Video Response (using Loom): Using the same price list, record a brief video demonstrating how to sort a list of 10 products from most expensive to least expensive.
3. Written Knowledge Base Article: Write a clear, friendly help article explaining how to highlight a cell if the number in that cell is greater than 10.

Successful candidates will be contacted for the second stage of the interview process, which is a Google Meet call to discuss your experience and career goals. The third and final stage will be a brief assignment, taking approximately 30 to 45 minutes to complete.

Our Commitment to Diversity

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people of all backgrounds, identities, and experiences.

Your Next Chapter Starts Here

If you're a customer support professional who believes that exceptional service can transform lives, who loves the challenge of solving problems with creativity and empathy, and who wants to join a team where your contributions are valued and your growth is prioritized—we want to meet you. At arenaflex, you won't just answer questions; you'll empower healers, build lasting relationships, and play a vital role in shaping the future of wellness technology. Apply today and let's build something remarkable together.