Experienced Customer Support Lead - Night Shift at arenaflex
Join arenaflex's dynamic and innovative team as we revolutionize the world of fantasy sports platforms. As a seasoned Customer Support Lead on our night shift, you will be responsible for overseeing a team of dedicated customer support agents, ensuring they have the tools and knowledge needed to provide exceptional support to our users.
About arenaflex
arenaflex is a leading provider of innovative fantasy sports platforms, empowering users to engage in immersive and interactive experiences. Our mission is to deliver unparalleled customer satisfaction, and we're committed to fostering a culture of excellence, collaboration, and growth. As a key member of our team, you will play a vital role in shaping the future of our company and the fantasy sports industry.
Key Responsibilities
As a Customer Support Lead on our night shift, you will be responsible for:
- Supervising and mentoring a team of 10+ customer support agents to achieve high performance and deliver exceptional support to our users
- Conducting regular one-on-ones, providing feedback, and supporting professional development to ensure agents are equipped with the skills and knowledge needed to succeed
- Overseeing day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met and exceeded
- Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times, including weekends and holidays
- Collaborating with Support Managers to optimize workflows, tools, and platforms to improve team efficiency and productivity
- 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
Requirements
To succeed in this role, you will need:
- Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays
- 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
- A 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 a related field (e.g., business, communications, or a related field)
- Proven track record of success in customer support leadership roles
- Experience with customer support software and tools
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced, dynamic environment
Preferred Qualifications
* Master's degree in a related field (e.g., business, communications, or a related field)
- Experience with fantasy sports platforms or related industries
- Certification in customer support or a related field (e.g., Certified Customer Support Professional (CCSP))
- Fluency in multiple languages
Skills and Competencies
To excel in this role, you will need to possess:
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Ability to analyze complex data and derive actionable insights
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced, dynamic environment
- Strong understanding of customer support principles and best practices
- Proficiency with customer support software and tools
Career Growth Opportunities and Learning Benefits
As a Customer Support Lead at arenaflex, you will have access to:
- Opportunities for career growth and advancement within the company
- Comprehensive training and development programs to enhance your skills and knowledge
- Collaborative and dynamic work environment with a highly engaged distributed workforce
- Flexible work arrangements to support work-life balance
- Recognition and rewards for outstanding performance and contributions to the company
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 satisfaction. We offer a flexible and dynamic work environment that supports work-life balance and encourages professional growth and development.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation 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 customer support leader looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job