Experienced Customer Support Lead (Night Shift) – Sports Gaming Industry

At arenaflex, we're revolutionizing the sports gaming industry with innovative products and experiences that cater to American sports fans. As a fast-growing company, we're seeking an experienced Customer Support Lead to join our night shift team and help us deliver exceptional customer experiences. About arenaflex arenaflex is the fastest-growing sports gaming company ever, founded in 2020 with a mission to build innovative games and products for sports fans. We've 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. Our team is passionate about creating a tomorrow for every fan, and we're committed to building the best products and experiences for our customers. The Opportunity We're at a pivotal moment in our growth journey, with a nearly $500 million valuation and a presence in the fastest-growing consumer industry in the U.S. Our team is growing rapidly, and we're looking for a seasoned Customer Support Lead to join our night shift team. As a key member of our support team, you'll play a critical role in ensuring our customers receive exceptional support and experiences. Key Responsibilities As a Customer Support Lead, you'll be responsible for: * Supervising and mentoring a team of 10+ 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 Who We're Looking For We're seeking a seasoned Customer Support Lead with: * 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 * Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays Nice to Have * 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 * Target starting base salary range between $64,000 and $75,000, plus target equity About Our Culture At arenaflex, we believe in creating a work environment that's inclusive, diverse, and supportive. We're committed to building a team that reflects the diversity of our customers and the sports gaming industry. We're an equal opportunity employer and don't discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic. How to Apply If you're passionate about delivering exceptional customer experiences and joining a fast-growing company, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our culture. ```html

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