Customer Experience Specialist – Evening & Weekend Student Support Champion (Remote/Hybrid)

Join arenaflex: Where Purpose Meets Possibility in Online Education Support

At arenaflex, we believe that education is the most powerful catalyst for transformation. As a forward-thinking institution dedicated to empowering adult learners across the United States and beyond, arenaflex supports a vibrant, diverse community of ambitious individuals who are determined to advance their careers, elevate their professions, and create meaningful, lasting change in the communities they serve. Our comprehensive portfolio features more than 100 online degree and certificate programs, ranging from undergraduate certificates to doctoral degrees, designed specifically for the modern learner who refuses to put their dreams on hold. With a proud legacy of graduating over 174,000 students and holding accreditation from the Higher Learning Commission, arenaflex stands as a beacon of academic excellence and accessibility in the digital learning landscape.

We are currently seeking a passionate, empathetic, and tech-savvy Customer Experience Specialist – Evening & Weekend Student Support Champion to join our dynamic Student Care team. This isn’t just a customer service role; it’s an opportunity to be the first point of contact and trusted guide for thousands of students navigating their educational journey. If you thrive in fast-paced environments, love solving problems, and find deep fulfillment in helping others succeed, this role offers the perfect blend of meaningful work, professional growth, and schedule flexibility.

About the Role

As a Customer Experience Specialist at arenaflex, you will operate as a concierge-level support professional dedicated to providing exceptional service to our online student community via phone, email, and live chat channels. Working primarily during evening hours and weekends, you will serve as a critical bridge between students and the resources they need to thrive academically. Your expertise in the online learning environment will help guide new students through orientation, technical readiness, and the initial steps of their educational experience, ensuring they feel confident, prepared, and supported from day one.

This position goes beyond traditional customer service. You will be an integral part of a collaborative team environment that supports students across multiple touchpoints, including financial service inquiries, technical troubleshooting, registration assistance, materials and textbook access, and the unique nursing field experience process. Every interaction you have is an opportunity to remove barriers, build confidence, and make a tangible difference in someone’s educational journey.

Key Responsibilities

• Deliver Outstanding Concierge-Level Service: Work collaboratively within a team environment to provide exceptional customer care to students through phone, email, and live chat channels, treating every interaction as an opportunity to exceed expectations.
• Troubleshoot Technical Issues: Diagnose and resolve student technical challenges while coordinating seamless solutions across various service and business units. Identify complex issues and escalate to Tier 2 teams and supervisors when appropriate.
• Drive Service Excellence: Play a significant role in developing and implementing customer service best practices while contributing to continuous improvement initiatives. Take ownership of select project management duties aimed at enhancing service delivery each academic term.
• Execute Tactical Improvements: Help design and execute strategic approaches to elevate service levels across the organization, ensuring smooth daily operations and consistent quality in team performance.
• Safeguard Sensitive Information: Maintain strict adherence to organizational policies and procedures regarding security and confidentiality, particularly as they relate to Personally Identifiable Information (PII), student financial data, and FERPA-protected information.
• Support the Student Experience Lifecycle: Walk students through the beginning process of their online learning experience, including guiding them through online orientation and technical readiness to maximize their chances of success from the start.
• Provide Nursing Field Experience Support: Assist students navigating the specialized nursing field experience process, ensuring they understand requirements and have the resources needed to complete this critical program component.
• Continuous Improvement: Actively contribute to improving the student experience each term by gathering feedback, identifying patterns, and implementing enhancements based on direct student interactions.
• Additional Duties: Perform other responsibilities as assigned and consistently comply with all organizational policies, standards, and procedures.

Essential Qualifications

• Educational Background: Bachelor’s degree preferred, though equivalent combination of education and experience will be considered.
• Customer Service Experience: Minimum of one year of experience working in a service-oriented environment, technical support role, or related field. This is required.
• Financial Data Handling: Demonstrated experience in collecting and handling financially sensitive information with the strictest confidence and integrity.
• Commitment to Education: A genuine, strong commitment to the transformative power of education and student success.
• Multitasking Ability: Proven capacity to manage multiple tasks simultaneously while working across various systems, applications, and screens.
• Communication Excellence: Outstanding verbal and written communication skills with the ability to convey complex information clearly and compassionately.
• Technical Proficiency: Strong knowledge of Microsoft Office Suite combined with robust computer and technical support skills.
• Problem-Solving Skills: Demonstrated ability to successfully resolve student issues from initial request through complete resolution.
• Conflict Resolution: Skilled at de-escalating tense situations and effectively working with upset or frustrated students to reach positive outcomes.
• Database Navigation: Comfortable and effective working with multiple databases and student information platforms.
• Rapport Building: Natural ability to connect and build meaningful rapport with students from diverse backgrounds, cultures, and life experiences.
• Adaptability and Independence: Creative, innovative mindset with the ability to work both independently and collaboratively within a team environment.
• Flexibility: Willingness and ability to work flexible hours, including evenings and weekends, to support variable student service volumes.
• Quick Learning: Ability to adapt quickly to new and rapidly changing situations, technologies, and processes.

Preferred Qualifications

• Familiarity with online learning platforms, learning management systems, or educational technology is a significant plus.
• Experience working in higher education or with adult learner populations.
• Background in technical support or help desk environments.
• Bilingual or multilingual capabilities are highly valued.
• Experience with CRM systems and ticketing platforms.

Work Environment and Flexibility

At arenaflex, we embrace a culture of collaboration, creativity, and innovation, which flourishes when our team members can work flexibly. Depending on your location, this role may be hybrid or fully remote:

• Hybrid Option: If you reside within 50 miles of arenaflex offices in Chicago, IL; Addison, IL; Columbia, MD; Minneapolis, MN; or Miramar, FL, this role operates on a hybrid schedule requiring office presence three days per week (Tuesday, Wednesday, and Thursday), with the remainder of the workweek completed from home.
• Remote Option: If you live more than 50 miles from arenaflex offices in Chicago, IL; Addison, IL; Columbia, MD; Minneapolis, MN; or Miramar, FL, this role is fully remote. Occasional office visits may be required based on business needs, with advance communication provided for any such requests.

Our commitment to flexibility extends beyond location. We understand that work-life integration is essential, especially for evening and weekend shifts, and we strive to create scheduling solutions that support both operational excellence and personal well-being.

Career Growth and Development Opportunities

Joining arenaflex as a Customer Experience Specialist opens doors to numerous pathways for professional advancement. Our team members develop deep expertise in:

• Higher education operations and student services
• Customer experience strategy and design thinking
• Technical troubleshooting and educational technology
• Project management and process improvement methodologies
• Cross-functional collaboration with academic, financial, and technical teams

We invest in our people through ongoing training, mentorship opportunities, and clear career ladders that allow dedicated professionals to advance into senior specialist roles, team leadership positions, quality assurance, training and development, or operational management tracks. Your growth journey at arenaflex is limited only by your ambition and commitment.

Compensation and Benefits

In alignment with pay transparency standards, the expected salary range for this position is between $16.65 and $27.36 per hour, with actual compensation adjusted based on job-related factors permitted by law, including experience, training, geographic location, licensure and certifications, market factors, departmental budgets, and responsibility level. Our Talent Acquisition Team is happy to discuss compensation details and answer any questions you may have.

The position qualifies for arenaflex’s comprehensive benefits package, which includes:

• Comprehensive health, dental, vision, life, and disability insurance coverage
• 401(k) Retirement Program featuring a 6% employer match to support your long-term financial security
• 15 days of paid vacation time each calendar year to recharge and pursue personal interests
• 12 paid holidays annually, plus 2 floating holidays for additional flexibility

Our Commitment to Diversity and Inclusion

arenaflex is an equal opportunity employer that celebrates diversity in all its forms. We are committed to creating an inclusive environment where every team member feels valued, respected, and empowered to contribute their unique perspectives. We proudly provide equal employment opportunities regardless of race, ethnicity, gender, disability, veteran status, gender identity, or sexual orientation. We believe that diverse teams drive innovation and better serve our diverse student population.

Accessibility and Accommodations

arenaflex is committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of this position. If you require any accommodations during the application process or throughout your employment, please don’t hesitate to communicate your needs with our Talent Acquisition Team. We are here to support you.

Why arenaflex? Why Now?

This is more than a job; it’s a calling. Every shift you work, you’ll be helping someone take a courageous step toward a better future. You’ll be the reassuring voice that helps a nervous first-time student navigate their orientation. You’ll be the problem-solver who removes technical barriers so a working parent can access their coursework. You’ll be the empathetic listener who helps a frustrated learner find their footing again. These moments add up to profound impact.

If you’re ready to bring your customer service excellence, technical aptitude, and passion for helping others to a role where your work truly matters, we encourage you to apply today. Join arenaflex and become part of a community that believes in the transformative power of education and the incredible potential of every student we serve.

Ready to make a difference? We can’t wait to learn more about you. Apply now and start your journey with arenaflex.