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 enjoy their passion to the fullest. To achieve this, we are seeking an experienced and motivated Customer Support Lead to join our team, focusing on night shift operations. Job Overview The Customer Support Lead will play a pivotal role in supervising and mentoring a team of customer support agents, ensuring that they achieve high performance and provide top-tier support to our users. This leadership position requires a unique blend of customer support expertise, analytical skills, and team management abilities. The ideal candidate will be available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays, and will be responsible for overseeing the day-to-day operations of the support team during these hours. Key Responsibilities Supervise and mentor a team of 10+ customer support agents to achieve high performance, providing regular feedback and supporting their professional development through one-on-ones and training sessions. Oversee day-to-day operations of the support team, ensuring that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met, and coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times. Collaborate closely with Support Managers to optimize workflows, tools, and platforms, aiming to improve team efficiency and customer satisfaction. Conduct onboarding and ongoing training sessions to ensure that agents are equipped with the tools and knowledge needed to provide exceptional support, with a strong focus on fantasy sports platforms, common user issues, and seasonal trends. Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights, using analytical skills to interpret performance metrics and derive actionable insights. Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution and maintaining high customer satisfaction levels. Requirements for Success To excel in this role, candidates should meet the following essential and preferred qualifications: Essential Qualifications Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays, with flexibility to adapt to changing operational needs. At least 3 years of experience in customer support, with a minimum of 1 year in a leadership role, demonstrating strong leadership, team management, and coaching abilities. Analytical mindset with the ability to interpret performance metrics and derive actionable insights, using data to inform decision-making and improve team performance. Excellent written and verbal communication skills, with the ability to communicate complex information clearly and effectively to both technical and non-technical stakeholders. Strong understanding of fantasy sports platforms, common user issues, and seasonal trends, with the ability to apply this knowledge to improve customer support and user experience. Proficiency with customer support tools such as Intercom, Zendesk, or similar platforms, with the ability to learn and adapt to new tools and technologies. Preferred Qualifications Experience in the fantasy sports industry or a related field, with a deep understanding of user needs and preferences. Certifications or training in customer support, leadership, or a related field, demonstrating a commitment to ongoing learning and professional development. Experience with project management tools and methodologies, with the ability to apply these skills to improve team efficiency and productivity. Skills and Competencies To succeed as a Customer Support Lead at arenaflex, candidates should possess the following skills and competencies: Leadership and Team Management: Proven ability to lead and manage high-performing teams, with a focus on coaching, mentoring, and developing team members. Communication and Interpersonal Skills: Excellent written and verbal communication skills, with the ability to build strong relationships with team members, stakeholders, and customers. Analytical and Problem-Solving Skills: Strong analytical mindset, with the ability to interpret performance metrics, identify areas for improvement, and develop effective solutions. Adaptability and Flexibility: Ability to adapt to changing operational needs, priorities, and deadlines, with a focus on maintaining high levels of customer satisfaction and team performance. Career Growth and Learning Opportunities At arenaflex, we are committed to the growth and development of our team members. As a Customer Support Lead, you will have access to a range of learning opportunities, including: Professional development training and certifications, tailored to your career goals and interests. Mentorship and coaching from experienced leaders and industry experts. Opportunities for career advancement and progression within the company. Access to industry events, conferences, and networking opportunities, to stay up-to-date with the latest trends and best practices. Work Environment and Company Culture arenaflex is proud of its virtual-first culture, with a highly engaged and distributed workforce. As a Customer Support Lead, you will be part of a dynamic and supportive team, with a focus on collaboration, open communication, and mutual respect. Our company culture is built on the following values: Customer Obsession: We are passionate about delivering exceptional customer experiences, and we strive to exceed user expectations in everything we do. Teamwork and Collaboration: We believe in the power of teamwork, and we foster a culture of collaboration, mutual respect, and open communication. Innovation and Creativity: We encourage innovation, creativity, and experimentation, and we provide the resources and support needed to bring new ideas to life. Continuous Learning and Growth: We are committed to the growth and development of our team members, and we provide opportunities for learning, development, and career advancement. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, with a range of perks and benefits designed to support your well-being, productivity, and career growth. These include: Unlimited PTO, with flexibility to take time off when you need it. 16 weeks of fully paid parental leave, to support you and your family during this special time. A $500 home office allowance, to help you set up your ideal workspace. A connected virtual-first culture, with a highly engaged and distributed workforce. 5% 401k match, FSA, company-paid health, dental, and vision plan options for employees and dependents. Conclusion If you are a motivated and experienced customer support professional, with a passion for leadership, team management, and fantasy sports, we encourage you to apply for this exciting opportunity. As a Customer Support Lead at arenaflex, you will be part of a dynamic and supportive team, with a focus on delivering exceptional customer experiences and driving business growth. Don't miss this chance to join our team and take your career to the next level. Apply now to become a part of the arenaflex family and start your journey to success! Apply for this job