Online English Sales & Customer Experience Executive – Remote Customer Success, Webchat Support, and Conversion Specialist (USA)

About arenaflex

arenaflex is a forward-thinking, globally connected organization dedicated to empowering individuals through accessible, high-quality digital learning experiences. Operating at the intersection of education, technology, and international cultural exchange, arenaflex brings people together across borders, languages, and life stages by offering innovative online programs designed to unlock human potential. Our flagship platform delivers a fully digital, self-serve English learning experience that allows adult learners to study from anywhere in the world, at their own pace, using cutting-edge educational tools and personalized support.

Our mission is rooted in the belief that language opens doors — to better careers, deeper cross-cultural understanding, and stronger global communities. By combining modern pedagogy, intuitive design, and responsive customer care, arenaflex has become a trusted partner for thousands of adult learners seeking to improve their English proficiency. We are now expanding our USA-based remote team and are looking for a passionate, customer-obsessed professional to join us as a Sales and Customer Experience Executive. If you thrive in a fast-paced digital environment, love solving problems, and want to make a tangible difference in people's learning journeys, this opportunity is for you.

Position Overview

The Sales and Customer Experience Executive is a central figure in the day-to-day success of our online English program. This hybrid role blends customer service excellence with consultative sales support, ensuring that every interaction — whether it's helping an existing learner troubleshoot a technical issue or guiding a prospective customer through enrollment — reflects the warmth, professionalism, and clarity that define the arenaflex brand.

Based remotely in the United States, you will primarily engage with customers via email and web live chat, becoming the trusted first point of contact for thousands of learners each month. You will manage the full lifecycle of customer interactions, from initial enquiry through to resolution, while also contributing meaningfully to revenue growth by supporting marketing campaigns, re-marketing initiatives, and conversion-driving communications.

Key Responsibilities

Customer Service Excellence

• Manage incoming customer service cases from active learners, handling them through to satisfactory resolution primarily via email and web live chat.
• Follow established Standard Operating Procedures (SOPs) and meet Service Level Agreements (SLAs) to maintain consistently high standards of service quality.
• Provide empathetic, accurate, and timely support for a wide range of learner needs, including account access, platform navigation, course content queries, and general guidance.
• Handle payment-related support requests with care and precision, including cancellations, refunds, payment failures, and updates to billing information.
• Document every customer interaction thoroughly within the CRM system to ensure continuity, traceability, and continuous service improvement.

Sales Support & Conversion

• Respond to prospective customer enquiries promptly and effectively, providing clear, compelling, and accurate information to encourage registration.
• Actively support marketing efforts and promotional campaigns by ensuring new sales enquiries are logged correctly and that product features, pricing, and promotions are described accurately and persuasively.
• Support re-marketing campaigns targeting customers with expiring packages, identifying opportunities to re-engage, re-sell, and retain learners.
• Collaborate with the broader Sales and Marketing team to develop and refine messaging that resonates with international adult learners.

Reporting, Insight & Systems

• Capture all customer service interactions, enquiries, complaints, and resolutions within the CRM platform to support accurate, data-driven reporting.
• Contribute to Voice of Customer (VoC) initiatives, gathering qualitative feedback that helps the business better understand learner needs, pain points, and opportunities for improvement.
• Use CRM data and management information systems to identify trends, generate insights, and recommend enhancements to the customer experience.
• Support ad hoc reporting requests and contribute to monthly performance reviews.

Operational & Stakeholder Support

• Work closely with payment support teams, including the E-Commerce team, Shared Services Centre, and the English Online technical support team, to ensure payment support tickets are resolved efficiently and recurring issues are identified and escalated.
• Collaborate with teams responsible for the learner portal to resolve service and information requests that relate to platform functionality.
• Act as an occasional communication point for regional Teaching Centre Sales and Customer Service teams that may have sales or customer service enquiries related to the online program.
• Build strong working relationships with internal stakeholders across multiple time zones and functions.

Essential Qualifications & Experience

• A Diploma, Degree, or equivalent qualification, OR a minimum of two years of relevant work experience in lieu of formal qualifications.
• Substantial hands-on experience in a customer service role, preferably in a digital, online, or SaaS environment.
• Demonstrated experience working in an international context and serving customers from diverse cultural and linguistic backgrounds.
• Working knowledge of Customer Relationship Management (CRM) platforms such as Salesforce, including the ability to log, track, and report on customer interactions.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Excellent written communication skills in English, with the ability to convey warmth, clarity, and professionalism in every message.
• Legal right to work in the United States.

Preferred Qualifications & Skills

• Prior experience in sales, inside sales, or conversion-focused customer support.
• Familiarity with e-commerce platforms, subscription-based services, or online education products.
• Multilingual abilities are a strong plus, particularly Spanish, Portuguese, or any additional European language.
• Experience with webchat platforms, ticketing systems, and live chat support tools.
• Comfort working with performance metrics such as response time, resolution time, customer satisfaction (CSAT), and conversion rates.

Core Competencies for Success

• Customer Empathy: A genuine desire to understand learner needs and deliver supportive, human-centered service.
• Communication: Clear, concise, and grammatically precise writing skills, with the ability to adapt tone for different audiences and situations.
• Problem Solving: A proactive, solutions-oriented mindset with strong analytical and troubleshooting skills.
• Resilience: The ability to remain calm, professional, and positive when handling challenging or emotional customer situations.
• Adaptability: Comfort with change, ambiguity, and the fast pace of a growing digital organization.
• Team Collaboration: A collaborative spirit and a willingness to support colleagues across departments and geographies.
• Attention to Detail: Accuracy in data entry, communication, and adherence to procedures.

What We Offer

• A fully remote position based in the United States, with the flexibility to work from home.
• Competitive compensation package commensurate with experience.
• Comprehensive benefits including health, dental, and vision coverage (eligibility details provided during offer stage).
• Generous paid time off, including vacation days, public holidays, and personal wellness days.
• Access to continuous learning and professional development opportunities, including internal training programs and language learning benefits.
• A diverse, inclusive, and globally connected team culture that values collaboration, innovation, and personal growth.
• The opportunity to contribute to a mission-driven organization that positively impacts hundreds of thousands of adult learners worldwide.

Work Environment & Culture at arenaflex

At arenaflex, we believe that great work happens when people feel valued, supported, and empowered. Our remote-first culture is built on trust, transparency, and a shared commitment to our learners. We celebrate diversity in all its forms and are committed to building an inclusive workplace where every team member can thrive. Whether you're collaborating across time zones with colleagues in Europe, Asia, or the Americas, you'll find a community that genuinely cares about your well-being, your growth, and your contribution to something bigger than ourselves.

We are deeply committed to equality, diversity, and inclusion. We actively encourage applications from candidates of all backgrounds, identities, and experiences, and we are proud to be an equal opportunity employer. Reasonable accommodations are available throughout the recruitment process upon request.

Career Growth Opportunities

Joining arenaflex as a Sales and Customer Experience Executive opens the door to a wide range of career pathways. High-performing team members have the opportunity to grow into senior customer success roles, team leadership positions, training and quality assurance, or specialized sales and marketing functions. We invest in our people through mentorship, structured career development plans, and internal mobility programs that help you build a long-term career with us.

How to Apply

If you're ready to bring your customer service and sales talents to a purpose-driven, globally minded organization, we'd love to hear from you. Please submit your application through our official careers portal. Only applications submitted through this channel will be reviewed.

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected characteristic.