Immediate Hiring: Customer Support Lead (Night Shift) at arenaflex

Join a Team That's Making a Tangible Difference Are you a customer support leader with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! arenaflex is seeking a seasoned Customer Support Lead to join our team and drive success in our night shift operations. About arenaflex arenaflex is a leading innovator in the sports gaming industry, building cutting-edge games and products for American sports fans. Founded in 2020, our team has achieved remarkable growth, reaching a nearly $500 million valuation through top-tier investors like Mark Cuban, Kevin Durant, BlackRock, and SV Angel. We're committed to creating a tomorrow for every fan, where sports are for everyone. The Opportunity As a Customer Support Lead at arenaflex, you'll have the chance to make a tangible difference in the lives of our customers. You'll lead a team of 10+ customer support agents, providing guidance, mentorship, and support to ensure high performance. You'll work closely with our Support Managers to optimize workflows, tools, and platforms, driving team efficiency and customer satisfaction. Key Responsibilities * Supervise and mentor a team of 10+ customer support agents to achieve high performance * Conduct regular one-on-ones, provide feedback, and support professional development * Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met * Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times * Work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency * Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support * Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights * Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution Who We're Looking For * 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 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 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, among other things. Sports Betting Licensure This position may require sports betting licensure based on certain state regulations. 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. Ready to Join the arenaflex Team? If you're a motivated and experienced customer support leader looking for a new challenge, we want to hear from you! Apply now to join our team and be a part of shaping the future of sports gaming. ```html

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