Experienced Customer Support Lead (Night Shift) – Driving Excellence in arenaflex's Customer Experience

At arenaflex, we're revolutionizing the sports gaming industry with innovative games and products that cater to the diverse needs of American sports fans. As the fastest-growing sports gaming company ever, we're committed to building a tomorrow for every fan, where sports are for everyone. We're seeking an exceptional Customer Support Lead to join our team and drive excellence in customer experience. About arenaflex arenaflex is a dynamic and rapidly growing company that has disrupted the sports gaming industry with its cutting-edge products and experiences. 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 proud to have achieved a nearly $500 million valuation in just over two years, with the support of top investors like Mark Cuban, Kevin Durant, BlackRock, and SV Angel. Our growth is accelerating, and we're looking for talented individuals to join our team and help us achieve our vision. The Opportunity As a Customer Support Lead at arenaflex, you'll have the opportunity to work with a talented team of customer support agents, providing guidance, mentorship, and support to help them achieve high performance. You'll be responsible for overseeing day-to-day operations, ensuring that SLAs and KPIs are met, and working closely with Support Managers to optimize workflows, tools, and platforms. You'll also have the chance to conduct onboarding and ongoing training sessions, prepare and deliver regular reports, and serve as the point of contact for escalated or high-priority tickets. 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 About Our Culture At arenaflex, we're committed to creating a culture that values diversity, equity, and inclusion. We believe that everyone deserves a chance to thrive, and we're dedicated to building a workplace that's welcoming and inclusive for all. We're proud to be an equal opportunity employer and don'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 delivering exceptional customer experiences and want to join a dynamic team that's changing the sports gaming industry, we encourage you to apply. Please submit your application through our website, and we'll be in touch to discuss this opportunity further. Note This position may require sports betting licensure based on certain state regulations. 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. ```html

Join arenaflex's Team Today!

At arenaflex, we're revolutionizing the sports gaming industry with innovative games and products that cater to the diverse needs of American sports fans. As the fastest-growing sports gaming company ever, we're committed to building a tomorrow for every fan, where sports are for everyone.

About arenaflex

arenaflex is a dynamic and rapidly growing company that has disrupted the sports gaming industry with its cutting-edge products and experiences. 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.

The Opportunity

As a Customer Support Lead at arenaflex, you'll have the opportunity to work with a talented team of customer support agents, providing guidance, mentorship, and support to help them achieve high performance. You'll be responsible for overseeing day-to-day operations, ensuring that SLAs and KPIs are met, and working closely with Support Managers to optimize workflows, tools, and platforms.

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

We're looking for a talented individual with a strong background in customer support, leadership, and coaching. If you have:

• 3+ years 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

Nice to Have

We're also looking for individuals with a strong understanding of fantasy sports platforms, common user issues, and seasonal trends, as well as proficiency with customer support tools such as Intercom, Zendesk or similar.

What We Offer

We offer a range of benefits, 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

About Our Culture

At arenaflex, we're committed to creating a culture that values diversity, equity, and inclusion. We believe that everyone deserves a chance to thrive, and we're dedicated to building a workplace that's welcoming and inclusive for all.

How to Apply

If you're passionate about delivering exceptional customer experiences and want to join a dynamic team that's changing the sports gaming industry, we encourage you to apply. Please submit your application through our website, and we'll be in touch to discuss this opportunity further.

Note

This position may require sports betting licensure based on certain state regulations. 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.

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