Experienced Customer Support Lead for Night Shift Operations – Leadership Role in Innovative Sports Gaming Industry

Welcome to arenaflex arenaflex is the fastest-growing sports gaming company, renowned for building innovative games and products that cater to the diverse needs of American sports fans. Since our inception in 2020, our team has successfully developed four of the most widely played fantasy games and recently launched our arenaflex Sportsbook, a testament to our commitment to innovation and customer satisfaction. As the only sportsbook to launch on our own homegrown technology, we have the unique ability to create different and innovative experiences that set us apart from the competition. Our Vision and Mission At arenaflex, we believe that sports are for everyone, and we are dedicated to building a tomorrow that every fan can be a part of. Our mission is to continue winning by building the best products and experiences for our customers, and we invite you to join us on this exciting journey. With a nearly $500 million valuation and a growth trajectory that shows no signs of slowing down, the opportunities for professional development and career advancement at arenaflex are vast and unparalleled. About the Role We are seeking an experienced Customer Support Lead to join our team and play a critical role in shaping the future of our customer support operations. As a Customer Support Lead, you will be responsible for supervising and mentoring a team of 10+ customer support agents, ensuring that they have the tools, training, and support needed to deliver top-tier support to our customers. Your leadership, coaching, and analytical skills will be essential in driving team performance, optimizing workflows, and identifying areas for improvement. Key Responsibilities Supervise and mentor a team of customer support agents to achieve high performance and meet service level agreements (SLAs) and key performance indicators (KPIs) Conduct regular one-on-ones, provide feedback, and support the professional development of team members Oversee day-to-day operations of the support team, ensuring smooth operations during peak times and coordinating daily tasks, workflows, and shifts as needed Work closely with Support Managers to optimize workflows, tools, and platforms, and identify opportunities to improve team efficiency and effectiveness Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide exceptional support Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights, using data 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 maintaining high levels of customer satisfaction Who You Are To be successful in this role, you will need to possess a unique blend of leadership, analytical, and communication skills. You should be available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays, and have a minimum of 3 years of experience in customer support, with at least 1 year in a leadership role. Your analytical mindset, strong leadership and team management abilities, and excellent written and verbal communication skills will be essential in driving team performance and delivering exceptional customer support. Essential Qualifications 3+ years of experience in customer support, with at least 1 year in a leadership role Available 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 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 At arenaflex, we are committed to providing our employees with a comprehensive range of benefits and perks that support their well-being, growth, and development. Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity, and we offer a range of benefits, including: 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 Career Growth and Development At arenaflex, we are committed to supporting the growth and development of our employees, and we offer a range of opportunities for career advancement and professional development. As a Customer Support Lead, you will have the opportunity to develop your leadership and analytical skills, and to contribute to the development of our customer support operations. With our rapid growth and expansion, the opportunities for career advancement at arenaflex are vast and unparalleled. Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and inclusive work environment, and we are committed to creating a culture that is supportive, collaborative, and fun. Our virtual first culture allows us to attract and retain top talent from around the world, and our highly engaged distributed workforce is passionate about delivering exceptional customer support and driving business growth. As a Customer Support Lead, you will be an integral part of our team, and you will have the opportunity to contribute to the development of our company culture and values. Conclusion If you are a motivated and experienced customer support professional looking for a new challenge, we invite you to join our team at arenaflex. With our innovative approach to sports gaming, our commitment to customer satisfaction, and our dynamic and inclusive work environment, we offer a unique and exciting opportunity for career growth and development. Apply now to become a part of our team and contribute to the future of sports gaming. Apply for this job