Experienced Customer Support Lead (Night Shift) – Driving Excellence in arenaflex's Customer Experience
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 the fastest-growing sports gaming company ever, we're on a mission to create a tomorrow for every fan. Our team has built four of today's most widely played fantasy games and recently launched our arenaflex Sportsbook, a pioneering platform that has disrupted the traditional sportsbook landscape. We're not just building games; we're building a community that's passionate about sports and entertainment. Our company culture is built on the principles of innovation, collaboration, and customer obsession. We believe that sports are for everyone, and we're committed to making that vision a reality.
Join our team and be part of a movement that's changing the face of sports gaming.
About the Role:
As an Experienced Customer Support Lead (Night Shift) at arenaflex, you'll play a critical role in driving excellence in our customer experience. You'll lead a team of 10+ customer support agents, providing guidance, mentorship, and support to ensure they achieve high performance. Your expertise will be instrumental in shaping the future of customer support at arenaflex.
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 You Are:
* 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
Even Better If You 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 Can Offer You:
* 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
About arenaflex:
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 workplace that's inclusive, diverse, and supportive of all employees.
Why Join arenaflex?
* Be part of a revolutionary company that's changing the face of sports gaming
- Work with a talented team of innovators and customer advocates
- Enjoy a dynamic and flexible work environment that supports work-life balance
- Develop your skills and expertise in a rapidly growing industry
- Contribute to the creation of a tomorrow for every fan
Ready to Join the arenaflex Team?
Apply now and be part of a movement that's shaping the future of sports gaming. Apply for this job