Experienced Customer Support Lead - Night Shift at arenaflex

Join arenaflex, a dynamic and innovative company at the forefront of the fantasy sports industry, as we seek an experienced Customer Support Lead to oversee our night shift operations. As a key member of our support team, you will be responsible for leading a team of 10+ customer support agents, ensuring high performance, and driving exceptional customer satisfaction.

About arenaflex

arenaflex is a leading provider of fantasy sports platforms, dedicated to delivering unparalleled user experiences and innovative solutions. Our company culture is built on a foundation of collaboration, creativity, and a passion for delivering exceptional results. As a remote-first organization, we prioritize flexibility, work-life balance, and employee well-being. If you're a motivated and results-driven professional looking for a challenging and rewarding opportunity, we encourage you to apply.

Key Responsibilities

As a Customer Support Lead at arenaflex, you will be responsible for:

• Supervising and mentoring a team of 10+ customer support agents to achieve high performance and drive exceptional customer satisfaction
• Conducting regular one-on-ones, providing feedback, and supporting professional development to ensure team members reach their full potential
• Overseeing day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met
• Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times
• Collaborating with Support Managers to optimize workflows, tools, and platforms to improve team efficiency and drive business growth
• 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 be successful 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

While not required, the following qualifications are highly desirable:

• Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines
• Familiarity with arenaflex's products and services
• Strong problem-solving and critical thinking skills
• Ability to work effectively in a remote team environment
• Experience with customer support software and tools

Skills and Competencies

To succeed in this role, you will need to possess the following skills and competencies:

• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Analytical and problem-solving skills
• Ability to work effectively in a fast-paced environment
• Strong attention to detail and organizational skills
• Ability to adapt to changing priorities and deadlines
• Strong technical skills, including proficiency with customer support software and tools

Career Growth Opportunities and Learning Benefits

arenaflex is committed to supporting the growth and development of our employees. As a Customer Support Lead, you will have access to:

• Regular training and development opportunities to enhance your skills and knowledge
• Mentorship and coaching from experienced leaders and professionals
• Opportunities for career advancement and professional growth
• A dynamic and supportive work environment that encourages collaboration and innovation

Work Environment and Company Culture

arenaflex is a remote-first organization, prioritizing flexibility, work-life balance, and employee well-being. Our company culture is built on a foundation of collaboration, creativity, and a passion for delivering exceptional results. As a member of our team, you can expect:

• A highly engaged and supportive distributed workforce
• Flexible work arrangements and a focus on work-life balance
• Opportunities for professional growth and development
• A dynamic and innovative work environment that encourages collaboration and creativity

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 5% 401k match, FSA, company-paid health, dental, vision plan options for employees and dependents

How to Apply

If you're a motivated and results-driven professional looking for a challenging and rewarding opportunity, we encourage you to apply. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for the role. We look forward to hearing from you! Apply Now! Apply for this job