At arenaflex, we're revolutionizing the sports gaming industry with innovative products and experiences that cater to American sports fans. As a Customer Support Lead (Night Shift), you'll play a pivotal role in shaping the future of our company by leading a team of customer support agents and driving exceptional customer satisfaction.
**About arenaflex**
arenaflex is the fastest-growing sports gaming company ever, founded 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 building the best products and experiences for our customers, and we're just getting started.
With a valuation of nearly $500 million and backed by top investors like Mark Cuban, Kevin Durant, BlackRock, and SV Angel, we're poised for massive growth in the fastest-growing consumer industry in the U.S. Our mission is to make sports accessible to everyone, and we're building a tomorrow for every fan.
**The Opportunity**
As a Customer Support Lead (Night Shift), you'll oversee a team of 10+ customer support agents, ensuring high performance and exceptional customer satisfaction. You'll work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency. Your analytical mindset and leadership abilities will drive results, and your passion for sports gaming will shine through in every interaction.
**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
* Target starting base salary range between $64,000 and $75,000, plus target equity
**About Our Culture**
At arenaflex, we're a remote-first company with a highly engaged distributed workforce. We're passionate about creating a culture that's inclusive, supportive, and empowering. We believe in work-life balance and offer flexible PTO policies to ensure our team members can recharge and refocus.
**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.
**How to Apply**
If you're passionate about sports gaming and customer support, we want to hear from you! Apply now to join our team and be a part of shaping the future of arenaflex.
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