Experienced Customer Support Lead (Night Shift) – Driving Excellence in arenaflex's Fastest-Growing Sports Gaming Community

At arenaflex, we're revolutionizing the sports gaming industry with innovative products and experiences that cater to the diverse needs of American sports fans. As a Customer Support Lead (Night Shift), you'll play a pivotal role in shaping the future of our community by leading a team of customer support agents and ensuring seamless interactions with our users. If you're passionate about delivering exceptional support, driving team performance, and contributing to a dynamic, remote-first culture, we invite you to join our mission. About arenaflex arenaflex is the fastest-growing sports gaming company ever, with a remarkable journey that began in 2020. Our team has 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. We're committed to creating a tomorrow for every fan, where sports are for everyone. With a valuation of nearly $500 million and backing from top investors like Mark Cuban, Kevin Durant, BlackRock, and SV Angel, we're poised for continued growth and innovation. Key Responsibilities As a Customer Support Lead (Night Shift), you'll oversee a team of 10+ customer support agents, ensuring high performance and exceptional user experiences. Your key responsibilities will include: * Supervising and mentoring a team of customer support agents to achieve high performance and meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) * Conducting regular one-on-ones, providing feedback, and supporting professional development to enhance team members' skills and knowledge * Overseeing day-to-day operations of the support team, including coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times * Collaborating with Support Managers to optimize workflows, tools, and platforms to improve team efficiency and effectiveness * Conducting onboarding and ongoing training sessions to equip agents 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 Essential Qualifications 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 the following skills and experience will make you an even stronger candidate: * 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 arenaflex is committed to providing a supportive and inclusive work environment that fosters growth and well-being. As a Customer Support Lead (Night Shift), 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 Compensation and Benefits 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. If you're passionate about delivering exceptional customer support and driving team performance in a dynamic, remote-first culture, we invite you to join our mission. Apply now to become a part of arenaflex's fastest-growing sports gaming community! ```html

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