Experienced Customer Support Lead (Night Shift) – Driving Exceptional Customer Experiences at arenaflex

About arenaflex

At arenaflex, we're revolutionizing the sports gaming industry with innovative products and experiences that cater to the diverse needs of American sports fans. Founded in 2020, our team has built four of today's most widely played fantasy games and recently launched our arenaflex Sportsbook, the only sportsbook to ever launch on our own homegrown technology. We're committed to creating a tomorrow for every fan, where sports are for everyone. With a valuation of nearly $500 million and backed by top investors like Mark Cuban, Kevin Durant, BlackRock, and SV Angel, we're poised to become the biggest company in our space. Our growth is not slowing down, and we're looking for talented individuals to join our team and help shape the future of sports gaming.

About the Role

We're seeking an experienced Customer Support Lead to oversee our night shift operations and drive exceptional customer experiences. As a key member of our support team, you'll be responsible for leading a team of 10+ customer support agents, ensuring high performance, and providing top-notch support to our customers. Key Responsibilities: * Supervise and mentor a team of 10+ customer support agents to achieve high performance * Conduct regular one-on-ones, provide feedback, and support professional development * Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met * Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times * Work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency * Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support * Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights * Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution

Who We're Looking For

* Available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays * 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:

* 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

* 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

Why Join arenaflex?

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe that our employees are our greatest asset, and we're dedicated to providing opportunities for growth, learning, and development. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team that's shaping the future of sports gaming, we want to hear from you!

How to Apply

If you're ready to take your customer support career to the next level and join a team that's revolutionizing the sports gaming industry, apply now! Apply for this job