Experienced Customer Support Lead (Night Shift) – Driving Exceptional Customer Experiences at arenaflex
About arenaflex
At arenaflex, we're revolutionizing the world of sports gaming with innovative products and experiences that cater to the diverse needs of American sports fans. Founded in 2020, our team has built four of today's most widely played fantasy games and recently launched our arenaflex Sportsbook, the only sportsbook to ever launch on our own homegrown technology. We're committed to creating a tomorrow for every fan, where sports are for everyone. Join us in shaping the future of sports entertainment!Job Summary
We're seeking an experienced Customer Support Lead to oversee our night shift operations, driving exceptional customer experiences and ensuring seamless support for our growing user base. As a key member of our Support Team, you'll lead a team of 10+ customer support agents, providing guidance, mentorship, and coaching to achieve high performance. If you're passionate about delivering top-notch support, have a knack for leadership, and thrive in a fast-paced environment, we want to hear from you!About the Role
As our Customer Support Lead (Night Shift), you'll be responsible for:- Supervising and mentoring a team of 10+ customer support agents to achieve high performance, ensuring they have the tools and knowledge needed to provide exceptional support.
- Conducting regular one-on-ones, providing feedback, and supporting professional development to help agents grow in their roles.
- Overseeing day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met, and workflows are optimized for efficiency.
- Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times, such as major sporting events.
- Working closely 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 knowledge and skills 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
To succeed in this role, you'll need:- Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays.
- At least 3 years of experience in customer support, with at least 1 year in a leadership role.
- An 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.
Preferred Qualifications
While not required, having the following skills and experience will make you an even stronger candidate:- A 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
As a valued member of our team, you'll enjoy:- A competitive target starting base salary range of $64,000 to $75,000, plus target equity.
- Unlimited PTO (we're extremely flexible, with the exception of the first few weeks before and 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.