At arenaflex, we're revolutionizing the sports gaming industry with innovative products and experiences that cater to American sports fans. As a fast-growing company, we're seeking an experienced Customer Support Lead to join our night shift operations team. This is an exciting opportunity to lead a team of customer support agents, drive high performance, and contribute to the growth of our company.
**About arenaflex**
arenaflex is the fastest-growing sports gaming company, with a valuation of nearly $500 million and a team of talented individuals who share a passion for creating exceptional experiences for sports fans. Our innovative products, including fantasy games and the Underdog Sportsbook, have disrupted the industry and set a new standard for customer engagement. With a strong focus on innovation, customer satisfaction, and team growth, we're committed to building a tomorrow for every fan.
**The Role**
As a Customer Support Lead on our night shift operations team, you'll play a critical role in ensuring the delivery of exceptional customer experiences. Your primary responsibilities will include:
* Supervising and mentoring a team of 10+ customer support agents to achieve high performance and meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
* Conducting regular one-on-ones, providing feedback, and supporting professional development to ensure agents are equipped with the skills and knowledge needed to provide top-tier support
* Overseeing day-to-day operations of the support team, including coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times
* Collaborating 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 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
**Who We're Looking For**
We're seeking an experienced Customer Support Lead with a strong background in customer support, leadership, and team management. The ideal candidate will possess:
* 3+ years of experience 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
* Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays
**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
**Compensation**
Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. The starting base salary will depend on a number of factors, including the candidate's skills 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.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and leading a high-performing team, we encourage you to apply for this exciting opportunity. Please visit our careers page to learn more and submit your application.
**About arenaflex Culture**
At arenaflex, we're committed to building a culture that values innovation, customer satisfaction, and team growth. Our virtual first culture allows our team members to work from anywhere, and we're proud to offer a highly engaged distributed workforce. We believe in providing our employees with the resources and support they need to succeed, including unlimited PTO, 16 weeks of fully paid parental leave, and a $500 home office allowance.
**Why Join arenaflex?**
* Be part of a fast-growing company that's revolutionizing the sports gaming industry
* Work with a talented team of individuals who share a passion for creating exceptional experiences for sports fans
* Contribute to the growth and development of our company, with opportunities for career advancement and professional development
* Enjoy a highly engaged and connected virtual first culture with a focus on innovation, customer satisfaction, and team growth
* Receive competitive compensation and benefits, including unlimited PTO, 16 weeks of fully paid parental leave, and a $500 home office allowance.
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