Experienced Customer Support Lead (Night Shift) – Remote Opportunity at arenaflex
Join arenaflex, a rapidly growing sports gaming company, as we revolutionize the way fans engage with sports. As a Customer Support Lead, you will play a pivotal role in shaping the customer experience and driving team success. If you're passionate about delivering exceptional support, leading high-performing teams, and contributing to a dynamic, innovative environment, we invite you to apply for this exciting opportunity.
About arenaflex
arenaflex is a trailblazing sports gaming company that's changing the face of the industry. Founded in 2020, we've built a reputation for innovation, creativity, and a deep understanding of what drives sports fans. Our mission is to create a tomorrow for every fan, and we're committed to building the best products and experiences that exceed their expectations. With a valuation of nearly $500 million and a team that's grown exponentially in just two years, we're poised for continued growth and success.
The Role
As a Customer Support Lead at arenaflex, you'll be responsible for leading a team of 10+ customer support agents, ensuring they have the tools, knowledge, and support needed to deliver exceptional service. Your key responsibilities will include:
- Supervising and mentoring a team of customer support agents to achieve high performance
- Conducting regular one-on-ones, providing feedback, and supporting professional development
- 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
- Working closely with Support Managers to optimize workflows, tools, and platforms to improve team efficiency
- 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
- Serving as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution
Requirements
To succeed in this role, you'll need:
- 3+ years of experience in customer support, with at least 1 year in a leadership role
- Availability 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
While not required, having a strong understanding of fantasy sports platforms, common user issues, and seasonal trends, as well as proficiency with customer support tools such as Intercom, Zendesk, or similar, would be a significant advantage.
What We Offer
As a valued member of our team, you can expect:
- 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
Compensation
Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. The starting base salary will depend on a number of factors, including the candidate's skills and experience.
Equal Opportunity Employer
arenaflex is an equal opportunity employer and doesn't discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic.
Apply Today!
Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today and join our team of innovators, thinkers, and doers who are shaping the future of sports gaming. Apply To This Job Apply for this job