Experienced Customer Support Lead - Night Shift at arenaflex
Job Summary:
Join arenaflex, a leading company in the fantasy sports industry, as we seek an experienced Customer Support Lead to oversee our night shift operations. As a key member of our support team, you will be responsible for leading a team of 10+ customer support agents, ensuring high performance, and driving exceptional customer satisfaction. If you have a passion for delivering top-notch support, a strong analytical mindset, and excellent leadership skills, we encourage you to apply for this exciting opportunity.
About arenaflex:
arenaflex is a dynamic and innovative company that has revolutionized the fantasy sports industry with its cutting-edge platforms and tools. Our mission is to provide an exceptional user experience, and our customer support team is at the forefront of this effort. As a Customer Support Lead, you will be part of a highly engaged and distributed workforce that values flexibility, collaboration, and continuous learning.
Key Responsibilities:
As a Customer Support Lead at arenaflex, you will be responsible for:
- Supervising and mentoring a team of 10+ customer support agents to achieve high performance and exceptional customer satisfaction
- Conducting regular one-on-ones, providing feedback, and supporting professional development to ensure agents are equipped with the skills and knowledge needed to excel in their roles
- Overseeing day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met
- Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times, such as NFL season
- Working closely with Support Managers to optimize workflows, tools, and platforms to improve team efficiency and effectiveness
- 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 to inform business decisions
- Serving as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution
Requirements:
To be successful in this role, you will need:
- Availability 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
- 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
- Strong understanding of fantasy sports platforms, common user issues, and seasonal trends
- Proficiency with customer support tools such as Intercom, Zendesk, or similar
Essential Qualifications:
* Bachelor's degree in a related field (e.g., business, communications, or computer science)
- Proven track record of success in customer support leadership roles
- Experience with customer support metrics and analytics
- Strong problem-solving and conflict resolution skills
- Ability to work in a fast-paced, dynamic environment
Preferred Qualifications:
* Master's degree in a related field (e.g., business, communications, or computer science)
- Experience with fantasy sports platforms and tools
- Certification in customer support or a related field (e.g., Certified Customer Service Representative (CCSR))
- Fluency in multiple languages
Skills and Competencies:
To excel in this role, you will need:
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Analytical and problem-solving skills
- Ability to work in a fast-paced, dynamic environment
- Strong attention to detail and organizational skills
- Ability to adapt to changing priorities and deadlines
Career Growth Opportunities and Learning Benefits:
As a Customer Support Lead at arenaflex, you will have opportunities to:
- Develop your leadership and management skills through training and mentorship programs
- Collaborate with cross-functional teams to drive business growth and innovation
- Participate in professional development opportunities, such as conferences and workshops
- Contribute to the development of new processes and procedures to improve team efficiency and effectiveness
Work Environment and Company Culture:
arenaflex is a virtual-first company with a highly engaged and distributed workforce. Our culture values flexibility, collaboration, and continuous learning. As a Customer Support Lead, you will have the opportunity to work from home or a remote location, with access to the latest tools and technologies. We offer a connected and inclusive work environment, with regular virtual meetings and team-building activities.
Compensation, Perks, and Benefits:
arenaflex offers a competitive compensation package, 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
How to Apply:
If you are a motivated and experienced customer support leader looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We look forward to hearing from you! Apply Job! Apply for this job