Experienced Customer Support Lead (Night Shift) – Driving Exceptional Customer Experiences at arenaflex
About arenaflex
At arenaflex, we're revolutionizing the world of sports gaming with innovative products and experiences that cater to the ever-growing 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, a pioneering platform that leverages our in-house technology to deliver unique and engaging experiences. We're not just building games; we're 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 exponential, and we're looking for talented individuals to join our mission. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team that's changing the sports gaming landscape, we invite you to explore this opportunity.About the Role
We're seeking an experienced Customer Support Lead to join our night shift team. As a key member of our support team, you'll be responsible for driving exceptional customer experiences, leading a team of 10+ customer support agents, and ensuring seamless operations during peak times.Key Responsibilities:
- Supervise and mentor a team of 10+ customer support agents to achieve high performance and provide top-tier support to our customers.
- Conduct regular one-on-ones, provide feedback, and support professional development to ensure agents are equipped with the skills and knowledge needed to excel in their roles.
- Oversee day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met and exceeded.
- Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times, such as major sporting events.
- Work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency and enhance customer satisfaction.
- 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 to inform business decisions.
- Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution to maintain customer satisfaction.
Who We're Looking For
We're seeking a seasoned customer support professional with a proven track record of leadership and team management. If you're passionate about delivering exceptional customer experiences and have a knack for analyzing performance metrics to drive actionable insights, we want to hear from you.Essential Qualifications:
- 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
At arenaflex, we're committed to providing a comprehensive benefits package that supports your well-being and career growth. Some of the benefits you can expect include:- 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