Experienced Customer Support Lead (Night Shift) – Driving Excellence in arenaflex's Customer Experience
At arenaflex, we're revolutionizing the world of sports gaming with innovative products and experiences that cater to the diverse needs of American sports fans. As the fastest-growing sports gaming company, we're on a mission to create a tomorrow for every fan, and we're looking for a talented Customer Support Lead to join our team.
About arenaflex
arenaflex is a dynamic and rapidly expanding company that has disrupted the sports gaming industry with its cutting-edge products and services. Founded in 2020, our team has built four of the most widely played fantasy games and recently launched our arenaflex Sportsbook, which is the only sportsbook to ever launch on our own homegrown technology. This allows us to build unique and innovative experiences that set us apart from the competition. 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 success. Our commitment to creating a tomorrow for every fan is driven by our passion for sports and our dedication to building the best products and experiences for our customers.
The Opportunity
As a Customer Support Lead 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 help them achieve high performance. Your expertise will be essential in ensuring that our customers receive top-tier support, and your analytical mindset will help us optimize our workflows, tools, and platforms to improve team efficiency.
Key Responsibilities
As a Customer Support Lead at arenaflex, your key responsibilities will include:
- Supervising and mentoring a team of 10+ customer support agents to achieve high performance
- Conducting regular one-on-ones, providing feedback, and supporting professional development
- Overseeing day-to-day operations of the support team, ensuring SLAs and KPIs are met
- Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times
- Working closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency
- 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
- Serving as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution
Who We're Looking For
We're seeking a highly skilled and experienced Customer Support Lead who is available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays. Our ideal candidate will have:
- 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
Preferred Qualifications
While not required, it's a plus 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 Offer
At arenaflex, we're committed to providing our employees with a comprehensive compensation package that includes:
- A competitive starting base salary range of $64,000 to $75,000, plus target equity
- 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 Our Culture
At arenaflex, we're proud of our inclusive and diverse culture, which values creativity, innovation, and collaboration. We're committed to creating a work environment that's flexible, supportive, and empowering, where our employees can thrive and grow.
How to Apply
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
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 workplace that's inclusive, diverse, and welcoming to all. Apply for this job