Join careerzynith, a rapidly growing sports gaming company, as we revolutionize the way fans engage with sports. As a Customer Support Lead, you will play a pivotal role in shaping the customer experience and driving team success. If you're passionate about delivering exceptional support, leading high-performing teams, and contributing to a dynamic, innovative environment, we invite you to apply for this exciting opportunity.
**About careerzynith**
careerzynith is a trailblazing sports gaming company that's changing the face of the industry. Founded in 2020, we've built a reputation for innovation, creativity, and a deep understanding of what drives sports fans. Our mission is to create a tomorrow for every fan, and we're committed to building the best products and experiences that exceed their expectations. With a valuation of nearly $500 million and a team that's grown exponentially in just two years, we're poised for continued growth and success.
**The Role**
As a Customer Support Lead at careerzynith, you'll be responsible for leading a team of 10+ customer support agents, ensuring they have the tools, knowledge, and support needed to deliver exceptional service. Your key responsibilities will include:
* Supervising and mentoring a team of customer support agents to achieve high performance
* Conducting regular one-on-ones, providing feedback, and supporting professional development
* Overseeing day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met
* Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times
* Working closely with Support Managers to optimize workflows, tools, and platforms to improve team efficiency
* 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
* Serving as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution
**Requirements**
To succeed in this role, you'll need:
* 3+ years of experience in customer support, with at least 1 year in a leadership role
* Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays
* 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 a strong understanding of fantasy sports platforms, common user issues, and seasonal trends, as well as proficiency with customer support tools such as Intercom, Zendesk, or similar, would be a significant advantage.
**What We Offer**
As a valued member of our team, you can expect:
* 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**
careerzynith 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.
**Apply Today!**
Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today and join our team of innovators, thinkers, and doers who are shaping the future of sports gaming.