Experienced Customer Support Lead – Night Shift Operations

At arenaflex, we're on a mission to revolutionize the way we interact with our customers, providing unparalleled support and experiences that leave a lasting impression. As a rapidly growing company, we're seeking an exceptional Customer Support Lead to join our team and help us achieve our vision. If you're a seasoned leader with a passion for delivering top-notch support, we want to hear from you.

About arenaflex

arenaflex is a dynamic and innovative company that's changing the game in the sports gaming industry. Founded in 2020, we've built a reputation for creating engaging products and experiences that cater to the needs of American sports fans. Our team has developed four of the most widely played fantasy games, and we've recently launched our Underdog Sportsbook – the only sportsbook to ever launch on our own homegrown technology. We're committed to building a tomorrow for every fan, and we're looking for talented individuals like you to help us achieve our goals.

The Opportunity

As a Customer Support Lead at arenaflex, you'll have the opportunity to lead a team of 10+ customer support agents, providing guidance, mentorship, and support to help them achieve high performance. You'll work closely with our Support Managers to optimize workflows, tools, and platforms to improve team efficiency, and you'll be responsible for conducting regular one-on-ones, providing feedback, and supporting professional development. You'll also oversee day-to-day operations, ensuring SLAs and KPIs are met, and you'll be the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution.

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

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

Why Join arenaflex?

* Be part of a dynamic and innovative company that's changing the game in the sports gaming industry

• Work with a talented team of professionals who are passionate about delivering exceptional support and experiences
• Enjoy a flexible and remote work environment that allows you to work from anywhere
• Take advantage of our comprehensive benefits package, including unlimited PTO, 16 weeks of paid parental leave, and a $500 home office allowance
• Have the opportunity to grow and develop your skills and career with our company

How to Apply

If you're a motivated and experienced customer support professional looking for a new challenge, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications 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. We're committed to creating a diverse and inclusive work environment that allows everyone to thrive and reach their full potential. Apply for this job