Experienced Customer Support Lead - Night Shift at arenaflex

Join arenaflex's dynamic and innovative team as we revolutionize the world of fantasy sports platforms! Are you a seasoned customer support professional with a passion for leadership and a knack for driving team performance? Do you thrive in fast-paced environments and have a talent for analyzing complex data to inform strategic decisions? If so, we want to hear from you! arenaflex is seeking an experienced Customer Support Lead to join our night shift team, overseeing a team of 10+ customer support agents and ensuring seamless operations during peak times.

About arenaflex

arenaflex is a cutting-edge company that's changing the game in the fantasy sports industry. With a focus on innovation, customer satisfaction, and employee well-being, we're creating a work environment that's both challenging and rewarding. Our team is comprised of passionate individuals who are dedicated to delivering exceptional support to our users, and we're looking for like-minded professionals to join our ranks.

Key Responsibilities

As a Customer Support Lead at arenaflex, you'll be responsible for:

• Supervising and mentoring a team of 10+ customer support agents to achieve high performance and drive team growth
• Conducting regular one-on-ones, providing feedback, and supporting professional development to ensure agents are equipped with the skills and knowledge needed to succeed
• Overseeing day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met and exceeded
• Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times, including weekends and holidays
• Collaborating with Support Managers to optimize workflows, tools, and platforms to improve team efficiency and reduce ticket volume
• 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 strategic 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'll need:

• 3+ years of experience in customer support, with at least 1 year in a leadership role
• An 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
• A strong understanding of fantasy sports platforms, common user issues, and seasonal trends
• Proficiency with customer support tools such as Intercom, Zendesk, or similar

Preferred Qualifications

* Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines

• Familiarity with arenaflex's products and services
• Strong problem-solving skills with the ability to think critically and outside the box
• Experience with data analysis and reporting tools such as Google Analytics or Tableau

Benefits

As a valued member of the arenaflex team, you'll enjoy:

• 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

What We Offer

At arenaflex, we're committed to creating a work environment that's both challenging and rewarding.

We offer

• A dynamic and innovative work environment with opportunities for growth and development
• A highly engaged and supportive team with a passion for delivering exceptional support
• A comprehensive benefits package with unlimited PTO and 16 weeks of fully paid parental leave
• A $500 home office allowance to support your work-from-home needs
• A connected virtual first culture with regular virtual events and team-building activities
• Opportunities for professional development and career growth with a company that's committed to innovation and excellence

How to Apply

If you're a motivated and experienced customer support professional with a passion for leadership and a knack for driving team performance, we want to hear from you! Apply now to join our night shift team and be a part of arenaflex's dynamic and innovative team. Apply Job! Apply for this job