Experienced Customer Support Lead (Night Shift) – Remote Opportunity at arenaflex
At arenaflex, we're on a mission to revolutionize the way people interact with sports and entertainment. As a rapidly growing company, we're seeking an exceptional Customer Support Lead to join our team and help us deliver world-class experiences to our customers. If you're a seasoned leader with a passion for customer support, we want to hear from you.
About arenaflex
arenaflex is a cutting-edge sports gaming company that's changing the face of the industry. Founded in 2020, we've built a reputation for innovation and excellence, with a portfolio of popular fantasy games and a state-of-the-art sportsbook. Our team is dedicated to creating engaging products and experiences that bring people together and make sports more accessible to everyone.
The Opportunity
As a Customer Support Lead at arenaflex, you'll play a critical role in shaping the customer experience and driving business growth. You'll lead a team of 10+ customer support agents, providing guidance, mentorship, and support to ensure they're equipped to deliver exceptional service to our customers. Your expertise will help us optimize workflows, tools, and platforms to improve team efficiency and drive 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
Requirements
* 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
Why Join arenaflex?
* Be part of a rapidly growing company that's changing the face of the sports gaming industry
- Work with a talented team of innovators and entrepreneurs who are passionate about delivering exceptional customer experiences
- Enjoy a dynamic and flexible work environment that values work-life balance
- Develop your skills and expertise in a fast-paced and ever-evolving industry
- Contribute to the growth and success of a company that's committed to making sports more accessible to everyone
How to Apply
If you're a motivated and experienced customer support leader who's passionate about delivering exceptional customer experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
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. We're committed to creating a diverse and inclusive work environment that values and celebrates individual differences. Apply for this job