Night Shift Customer Experience Team Lead – Remote & Phoenix Hub – E‑commerce Marketplace Operations & Insight Generation

Join the Future of Commerce with arenaflex

arenaflex is the largest livestream shopping platform in North America and Europe, empowering millions of users to buy, sell, and discover the things they love. By blending community, entertainment, and commerce into a single, vibrant marketplace, we are redefining the e‑commerce experience. Our remote‑first, co‑located teams are driven by innovation, anchored in our core values, and spread across hubs in the United States, United Kingdom, Ireland, Poland, and Germany. At arenaflex, you will be part of a fast‑growing, technology‑forward organization that is shaping the next generation of online marketplaces.

Why arenaflex?

From fashion and beauty to rare collectibles such as trading cards, comic books, and even live plants, our live auctions cater to a diverse audience. As one of the fastest‑growing marketplaces, we are constantly seeking bold, forward‑thinking problem solvers across all functional areas. Our culture celebrates curiosity, low ego, and a growth mindset—qualities that enable every team member to turn passion into business and bring people together through commerce.

Role Overview

The Customer Experience team at arenaflex is tasked with delivering the best possible user experience through continuous process improvement, meticulous order management, and proactive problem‑solving. As the Night Shift Team Lead, you will guide a dedicated group of agents to dig deep into every support ticket, extract actionable insights, and partner with cross‑functional teams to close product or experience gaps. Your leadership will directly influence team productivity, quality metrics, and overall customer satisfaction, ensuring that arenaflex users receive fast, reliable, and delightful support.

Key Responsibilities

• Shift Availability: Work the 9 pm – 6 am PST night shift, including weekends, to provide 24/7 coverage for our global user base.
• Team Performance Management: Lead, coach, and inspire a team of support agents, fostering a culture of accountability, continuous learning, and high performance.
• Process Expertise: Serve as the subject‑matter expert on arenaflex processes, product features, and day‑to‑day operational projects.
• Policy Enforcement: Drive adherence to internal policies and guidelines, ensuring consistent and compliant support interactions.
• Data‑Driven Improvement: Create and leverage reporting dashboards (Sigma, Zendesk, etc.) to identify performance bottlenecks and productivity opportunities.
• Insight Generation: Build a culture of insight generation by regularly reviewing support metrics, spotting trends, and translating findings into product or process enhancements.
• Cross‑Functional Collaboration: Partner with training, content, product, and engineering teams to reinforce compliance with new launches, processes, and policies.
• Issue Resolution: Address and resolve critical escalations from partners and internal teams swiftly and effectively.
• Process Innovation: Identify and champion new or refined processes that improve the user experience and overall business outcomes.
• Ad‑hoc Projects: Contribute to special projects and initiatives as business needs evolve.
• Location Requirement: Team members must reside within commuting distance of our Phoenix, AZ hub to facilitate occasional in‑person collaboration.

Who You Are

arenaflex thrives on low‑ego collaboration, a growth mindset, and a relentless focus on impact. We are looking for a hungry individual who thrives in a fast‑paced, rapidly changing environment and is eager to take on any role or task that drives the business forward.

• 5+ years of support operations experience, with a proven track record of managing KPIs such as CSAT, NPS, and first‑contact resolution.
• Demonstrated leadership ability to motivate teams, set ambitious targets, and guide career development for agents.
• Experience driving operational excellence, quality improvements, and performance‑managing multiple agents simultaneously.
• Strong analytical mindset; comfortable distilling large data sets into clear, actionable insights.
• Owner‑mental attitude—always seeking opportunities to improve work, team dynamics, product, or customer experience.
• Ability to make tough decisions that balance quality with quantity, ensuring the right trade‑offs for the business.
• Proficiency with Zendesk, data platforms such as Sigma, and advanced Excel/Google Sheets (SQL knowledge is a plus).
• Background in startups, marketplaces, or e‑commerce environments (preferred).
• Hands‑on experience with multichannel support operations (chat, email, SMS, phone).
• Familiarity with large, diverse customer support and operations organizations (preferred).
• Flexibility to work occasional shifts, holidays, and outside of standard schedules as needed.

Essential Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop a high‑performing support team.
• Customer‑Centric Thinking: Deep empathy for users and a relentless drive to resolve issues quickly and effectively.
• Data Literacy: Strong command of analytics tools, reporting, and data visualization to inform decisions.
• Communication: Clear, concise, and persuasive communication across written and verbal channels.
• Problem‑Solving: Proactive identification of root causes and implementation of sustainable solutions.
• Collaboration: Comfortable partnering with product, engineering, training, and other cross‑functional teams.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Night Shift Team Lead, you will have access to:

• Mentorship programs with senior leaders across product, engineering, and operations.
• Continuous learning budgets for certifications, workshops, and conferences related to customer experience, data analytics, and leadership.
• Opportunities to transition into broader product or operations roles as the organization scales.
• Cross‑departmental projects that broaden your skill set and visibility within the company.

Work Environment & Culture at arenaflex

Our culture is built on transparency, inclusivity, and a shared passion for innovation. Whether you are working from home or collaborating in our Phoenix hub, you will experience:

• A supportive, low‑ego environment where ideas are judged on merit, not hierarchy.
• Regular virtual town halls, team‑building events, and community initiatives that keep everyone connected.
• Flexible time‑off policies that respect work‑life balance, including holiday pay for company‑wide breaks.
• Dedicated resources for mental health, wellness, and personal development.
• A commitment to diversity, equity, and inclusion—arenaflex is proud to be an Equal Opportunity Employer.

Compensation, Perks & Benefits

While specific salary ranges are tailored to experience and market benchmarks, arenaflex offers a competitive total rewards package that includes:

• Health & Wellness: Comprehensive medical, dental, and vision insurance options.
• Flexible Time Off: Generous PTO policy, holiday pay for company‑wide holidays, and seasonal breaks.
• Remote Work Support: Home office setup allowance, monthly stipend for cell phone and internet expenses.
• Care Benefits: Monthly wellness allowance, annual childcare stipend, and lifetime family‑planning benefits (adoption or fertility support).
• Retirement Savings: 401(k) with employer match up to 4% of base salary (U.S.) and pension plans for international employees.
• Professional Development: Learning budget for courses, certifications, and conferences.
• Parental Leave: 16 weeks of paid parental leave plus a month of gradual return to work.
• Dogfooding Budget: Monthly allowance to explore arenaflex’s platform as both a buyer and a seller, ensuring every team member deeply understands the product.

How to Apply

If you are ready to lead a high‑performing night‑shift team, drive data‑backed improvements, and shape the future of live commerce, we want to hear from you. Submit your application today and become a pivotal part of arenaflex’s mission to turn passion into business.

Equal Opportunity Employer

arenaflex is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability, or any other characteristic protected by law. We believe that a varied workforce fuels innovation and creates a richer, more inclusive culture for everyone.