Experienced Customer Support Lead - Night Shift at arenaflex

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for driving team performance? If so, we invite you to join arenaflex as an Experienced Customer Support Lead - Night Shift. As a key member of our support team, you will be responsible for leading a team of customer support agents, ensuring seamless operations, and driving business growth.

About arenaflex

arenaflex is a leading provider of innovative solutions in the fantasy sports industry. Our mission is to empower users with the tools and knowledge they need to succeed in the world of fantasy sports. We're a remote-first company with a highly engaged and distributed workforce, and we're committed to fostering a culture of collaboration, innovation, and customer obsession.

Job Summary

As an Experienced Customer Support Lead - Night Shift, you will be responsible for leading a team of 10+ customer support agents, ensuring high performance, and driving business growth. You will work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency. You will also be responsible for conducting onboarding and ongoing training sessions, preparing and delivering regular reports, and serving as the point of contact for escalated or high-priority tickets.

Key Responsibilities

* Supervise and mentor a team of 10+ customer support agents to achieve high performance

• Conduct regular one-on-ones, provide feedback, and support professional development
• Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met
• Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times
• Work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency
• Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support
• Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights
• Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution

Requirements

* Available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays

• 3+ years 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
• Strong understanding of fantasy sports platforms, common user issues, and seasonal trends
• Proficiency with customer support tools such as Intercom, Zendesk or similar

Essential Qualifications

* Bachelor's degree in Business Administration, Communications, or related field

• Proven track record of leading high-performing teams and driving business growth
• Excellent problem-solving and analytical skills
• Strong attention to detail and organizational skills
• Ability to work in a fast-paced environment and adapt to changing priorities

Preferred Qualifications

* Master's degree in Business Administration, Communications, or related field

• Experience with customer support software and tools
• Familiarity with fantasy sports platforms and seasonal trends
• Certification in customer support or leadership

Skills and Competencies

* Strong leadership and team management skills

• Excellent communication and interpersonal skills
• Analytical and problem-solving skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong attention to detail and organizational skills
• Ability to interpret performance metrics and derive actionable insights

Career Growth Opportunities and Learning Benefits

* arenaflex is committed to fostering a culture of continuous learning and growth. As a Customer Support Lead, you will have access to training and development opportunities, including: + Regular training sessions and workshops + Mentorship programs and coaching + Opportunities for career advancement and professional growth

• arenaflex is a remote-first company, and we offer flexible work arrangements to support your work-life balance.

Work Environment and Company Culture

* arenaflex is a virtual-first company with a highly engaged and distributed workforce.

• Our company culture is built on the principles of collaboration, innovation, and customer obsession.
• We offer a connected and inclusive work environment, with regular virtual team-building activities and social events.

Compensation, Perks, and Benefits

* arenaflex offers a competitive salary and benefits package, including: + 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

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for the Experienced Customer Support Lead - Night Shift role at arenaflex. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you! Apply for this job