Experienced Customer Support Lead - Night Shift at arenaflex

Join arenaflex's dynamic and innovative team as we revolutionize the world of fantasy sports platforms. As a seasoned Customer Support Lead on our night shift, you will be responsible for overseeing a team of dedicated customer support agents, ensuring they have the tools and knowledge needed to provide exceptional support to our users.

About arenaflex

arenaflex is a leading provider of innovative fantasy sports platforms, empowering users to engage in immersive and interactive experiences. Our mission is to deliver unparalleled customer satisfaction, and we're committed to fostering a culture of excellence, collaboration, and growth. As a key member of our team, you will play a vital role in shaping the future of our company and the fantasy sports industry.

Key Responsibilities

As a Customer Support Lead on our night shift, you will be responsible for:

• Supervising and mentoring a team of 10+ customer support agents to achieve high performance and deliver exceptional support to our users
• Conducting regular one-on-ones, providing feedback, and supporting professional development to ensure agents are equipped with the skills and knowledge needed to succeed
• Overseeing day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met and exceeded
• Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times, including weekends and holidays
• Collaborating with Support Managers to optimize workflows, tools, and platforms to improve team efficiency and productivity
• Conducting onboarding and ongoing training sessions to ensure agents are equipped 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 business decisions
• Serving as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution

Requirements

To succeed in this role, you will need:

• Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays
• 3+ years of experience in customer support, with at least 1 year in a leadership role
• An 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
• A strong understanding of fantasy sports platforms, common user issues, and seasonal trends
• Proficiency with customer support tools such as Intercom, Zendesk, or similar

Essential Qualifications

* Bachelor's degree in a related field (e.g., business, communications, or a related field)

• Proven track record of success in customer support leadership roles
• Experience with customer support software and tools
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced, dynamic environment

Preferred Qualifications

* Master's degree in a related field (e.g., business, communications, or a related field)

• Experience with fantasy sports platforms or related industries
• Certification in customer support or a related field (e.g., Certified Customer Support Professional (CCSP))
• Fluency in multiple languages

Skills and Competencies

To excel in this role, you will need to possess:

• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to analyze complex data and derive actionable insights
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced, dynamic environment
• Strong understanding of customer support principles and best practices
• Proficiency with customer support software and tools

Career Growth Opportunities and Learning Benefits

As a Customer Support Lead at arenaflex, you will have access to:

• Opportunities for career growth and advancement within the company
• Comprehensive training and development programs to enhance your skills and knowledge
• Collaborative and dynamic work environment with a highly engaged distributed workforce
• Flexible work arrangements to support work-life balance
• Recognition and rewards for outstanding performance and contributions to the company

Work Environment and Company Culture

arenaflex is a virtual-first company, with a highly engaged and distributed workforce. Our company culture is built on the principles of collaboration, innovation, and customer satisfaction. We offer a flexible and dynamic work environment that supports work-life balance and encourages professional growth and development.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• 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

How to Apply

If you're a motivated and experienced customer support leader looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job