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 team and help us achieve our mission of making sports accessible to everyone.
**About arenaflex**
arenaflex is the fastest-growing sports gaming company, founded in 2020 with a vision to build the best products and experiences for our customers. We've already made a significant impact in the industry, launching four of the most widely played fantasy games and our own Underdog Sportsbook, which is the only sportsbook to ever launch on our own homegrown technology. Our team is passionate about creating a tomorrow for every fan, and we're looking for like-minded individuals to join us on this journey.
**The Opportunity**
As a Customer Support Lead at arenaflex, you'll have the opportunity to work with a talented team of customer support agents, helping them achieve high performance and providing top-tier support to our customers. You'll be responsible for overseeing day-to-day operations, ensuring SLAs and KPIs are met, and working closely with the Support Managers to optimize workflows, tools, and platforms. If you're passionate about sports, customer support, and leadership, this is an exciting opportunity to join a dynamic team and contribute to our growth.
**Key Responsibilities**
As a Customer Support Lead at arenaflex, your key responsibilities will include:
* Supervising and mentoring a team of 10+ 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 SLAs and KPIs are met
* Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times
* Working closely with the 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
**Who We're Looking For**
We're looking for an experienced Customer Support Lead who is available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays. Our ideal candidate will have:
* 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
**Preferred Qualifications**
While not required, it's even better if you 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**
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, among other things.
**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 customer support, leadership, and sports, we encourage you to apply for this exciting opportunity. Please submit your application through our website.
**About the Night Shift**
As a Customer Support Lead, you'll be working on the night shift, which includes weekends and holidays. We understand that this may require some flexibility, but we're committed to providing a work-life balance that suits your needs.
**Sports Betting Licensure**
This position may require sports betting licensure based on certain state regulations. We'll provide support and guidance throughout the process.
**Join Our Team**
At arenaflex, we're passionate about creating a tomorrow for every fan. If you're excited about this opportunity, we encourage you to apply and join our dynamic team.
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