Experienced Customer Support Lead for Night Shift Operations – Leadership Role in Fantasy Sports Customer Experience

Introduction to arenaflex arenaflex is a pioneering force in the fantasy sports industry, dedicated to providing an unparalleled user experience through innovative platforms and exceptional customer support. As a leader in this exciting field, we are committed to fostering a culture of excellence, collaboration, and continuous learning. Our mission is to empower fantasy sports enthusiasts with the tools, knowledge, and support they need to succeed, and we are seeking a highly skilled and motivated Customer Support Lead to join our team. Job Overview The Customer Support Lead will play a critical role in supervising and mentoring a team of customer support agents, ensuring that they have the skills, knowledge, and resources needed to deliver top-tier support to our users. This is a night shift position, requiring availability between 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays. As a key member of our support team, you will be responsible for overseeing day-to-day operations, optimizing workflows, and driving team performance to meet and exceed service level agreements (SLAs) and key performance indicators (KPIs). Key Responsibilities Supervise and mentor a team of 10+ customer support agents to achieve high performance, providing regular feedback, coaching, and support for professional development Conduct regular one-on-ones with team members to discuss performance, goals, and areas for improvement Oversee day-to-day operations of the support team, ensuring that SLAs and KPIs are met, and that customer satisfaction metrics are consistently high Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times, and to minimize delays or disruptions to service Work closely with Support Managers to optimize workflows, tools, and platforms, identifying opportunities for improvement and implementing changes to enhance team efficiency Conduct onboarding and ongoing training sessions to ensure that agents are equipped with the tools and knowledge needed to provide exceptional support, and to stay up-to-date with the latest developments in fantasy sports platforms and trends Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights, using data and analytics to inform decision-making and drive continuous improvement Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution, and providing exceptional support to users in need Requirements To be successful in this role, you will need to meet the following requirements: Available 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, preferably in the fantasy sports or gaming industry Analytical mindset with the ability to interpret performance metrics and derive actionable insights, using data to inform decision-making and drive continuous improvement Strong leadership, team management, and coaching abilities, with a proven track record of developing and motivating high-performing teams Excellent written and verbal communication skills, with the ability to communicate complex information clearly and effectively to users, team members, and stakeholders Strong understanding of fantasy sports platforms, common user issues, and seasonal trends, with the ability to apply this knowledge to improve support operations and user experience Proficiency with customer support tools such as Intercom, Zendesk, or similar, with the ability to learn and adapt to new technologies and platforms Preferred Qualifications While not essential, the following qualifications are preferred: Experience working in a fast-paced, dynamic environment, with a proven ability to adapt to changing circumstances and priorities Knowledge of industry-specific trends, technologies, and best practices, with a commitment to ongoing learning and professional development Certifications or training in customer support, leadership, or a related field, with a demonstrated commitment to excellence and continuous improvement Skills and Competencies To succeed in this role, you will need to possess the following skills and competencies: Leadership and team management : the ability to motivate, develop, and lead high-performing teams, with a focus on excellence, collaboration, and continuous improvement Communication and interpersonal skills : excellent written and verbal communication skills, with the ability to communicate complex information clearly and effectively to users, team members, and stakeholders Analytical and problem-solving skills : the ability to interpret performance metrics, identify areas for improvement, and develop effective solutions to complex problems Technical skills : proficiency with customer support tools, platforms, and technologies, with the ability to learn and adapt to new systems and processes Adaptability and flexibility : the ability to work in a fast-paced, dynamic environment, with a proven ability to adapt to changing circumstances and priorities Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our team members, providing opportunities for learning, professional development, and career advancement. As a Customer Support Lead, you will have access to: Regular training and development programs, designed to enhance your skills and knowledge in customer support, leadership, and industry-specific trends and technologies Coaching and mentoring from experienced leaders and professionals, with a focus on developing your leadership and management skills Opportunities for career advancement, with a clear path for progression to more senior roles within the organization A collaborative, dynamic work environment, with a culture of excellence, innovation, and continuous improvement Work Environment and Company Culture arenaflex is a virtual-first company, with a highly engaged and distributed workforce. We are committed to creating a positive, inclusive work environment, with a focus on flexibility, autonomy, and work-life balance. As a Customer Support Lead, you will be part of a dynamic, collaborative team, with access to: A connected, virtual-first culture, with regular team meetings, social events, and activities A flexible, autonomous work environment, with the ability to work from anywhere, at any time A highly engaged, motivated team, with a shared commitment to excellence, innovation, and continuous improvement Opportunities for social interaction, networking, and community-building, with a focus on creating a positive, inclusive work environment Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, with a range of perks and benefits designed to support your well-being, happiness, and success. These include: Unlimited PTO, with a flexible, autonomous work environment, and a focus on work-life balance 16 weeks of fully paid parental leave, with a commitment to supporting your family and personal needs A $500 home office allowance, with a focus on creating a comfortable, productive work environment A connected, virtual-first culture, with regular team meetings, social events, and activities 5% 401k match, FSA, company-paid health, dental, vision plan options for employees and dependents, with a focus on supporting your financial well-being and security Conclusion If you are a motivated, experienced customer support professional, with a passion for leadership, team management, and exceptional customer experience, we encourage you to apply for this exciting opportunity. As a Customer Support Lead at arenaflex, you will be part of a dynamic, collaborative team, with access to a range of benefits, perks, and opportunities for growth and development. Don't miss this chance to join a pioneering force in the fantasy sports industry, and to take your career to the next level. Apply now to become a part of the arenaflex team! Apply for this job