Experienced Customer Support Lead – Night Shift Operations

At arenaflex, we're revolutionizing the sports gaming industry with innovative products and experiences that cater to American sports fans. As a fast-growing company, we're seeking an experienced Customer Support Lead to join our night shift operations team. This is an exciting opportunity to lead a team of customer support agents, drive high performance, and contribute to the growth of our company.

About arenaflex

arenaflex is the fastest-growing sports gaming company, with a valuation of nearly $500 million and a team of talented individuals who share a passion for creating exceptional experiences for sports fans. Our innovative products, including fantasy games and the Underdog Sportsbook, have disrupted the industry and set a new standard for customer engagement. With a strong focus on innovation, customer satisfaction, and team growth, we're committed to building a tomorrow for every fan.

The Role

As a Customer Support Lead on our night shift operations team, you'll play a critical role in ensuring the delivery of exceptional customer experiences. Your primary responsibilities will include:

• Supervising and mentoring a team of 10+ customer support agents to achieve high performance and meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Conducting regular one-on-ones, providing feedback, and supporting professional development to ensure agents are equipped with the skills and knowledge needed to provide top-tier support
• Overseeing day-to-day operations of the support team, including coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times
• Collaborating with Support Managers to optimize workflows, tools, and platforms to improve team efficiency and customer satisfaction
• Conducting onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support
• Preparing and delivering regular reports on team performance, customer satisfaction metrics, and key insights to inform business decisions
• Serving as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution

Who We're Looking For

We're seeking an experienced Customer Support Lead with a strong background in customer support, leadership, and team management. The ideal candidate will possess:

• 3+ years of experience in customer support, with at least 1 year in a leadership role
• Analytical mindset with the ability to interpret performance metrics and derive actionable insights
• Strong leadership, team management, and coaching abilities
• Excellent written and verbal communication skills
• Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays

Nice to Have

* Strong understanding of fantasy sports platforms, common user issues, and seasonal trends

• Proficiency with customer support tools such as Intercom, Zendesk, or similar

What We Offer

* Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)

• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents

Compensation

Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. The starting base salary will depend on a number of factors, including the candidate's skills and experience.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and doesn't discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic.

How to Apply

If you're passionate about delivering exceptional customer experiences and leading a high-performing team, we encourage you to apply for this exciting opportunity. Please visit our careers page to learn more and submit your application.

About arenaflex Culture

At arenaflex, we're committed to building a culture that values innovation, customer satisfaction, and team growth. Our virtual first culture allows our team members to work from anywhere, and we're proud to offer a highly engaged distributed workforce. We believe in providing our employees with the resources and support they need to succeed, including unlimited PTO, 16 weeks of fully paid parental leave, and a $500 home office allowance.

Why Join arenaflex?

* Be part of a fast-growing company that's revolutionizing the sports gaming industry

• Work with a talented team of individuals who share a passion for creating exceptional experiences for sports fans
• Contribute to the growth and development of our company, with opportunities for career advancement and professional development
• Enjoy a highly engaged and connected virtual first culture with a focus on innovation, customer satisfaction, and team growth
• Receive competitive compensation and benefits, including unlimited PTO, 16 weeks of fully paid parental leave, and a $500 home office allowance.

Apply for this job