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

At arenaflex, we're revolutionizing the sports gaming industry with innovative products and experiences that cater to the diverse needs of American sports fans. As the fastest-growing sports gaming company ever, we're on a mission to create a tomorrow for every fan. We're seeking an exceptional Customer Support Lead to join our team and play a pivotal role in shaping the future of customer experience at arenaflex.

About arenaflex

arenaflex is a dynamic and rapidly expanding company that has built a reputation for delivering cutting-edge fantasy games and products. Founded in 2020, our team has achieved remarkable success, launching four of today's most widely played fantasy games and introducing our Underdog Sportsbook, which has disrupted the industry with its innovative homegrown technology. With a valuation of nearly $500 million and a strong backing from top investors, including Mark Cuban, Kevin Durant, BlackRock, and SV Angel, we're poised for continued growth and success.

The Opportunity

As a Customer Support Lead at arenaflex, you'll have the chance to make a significant impact on our customer experience. You'll be responsible for leading a team of 10+ customer support agents, ensuring high performance, and driving excellence in customer satisfaction. If you're passionate about delivering exceptional support and have a knack for leadership, we encourage you to apply.

Key Responsibilities

As a Customer Support Lead, you'll be responsible for:

• 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 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 an experienced Customer Support Lead with a strong background in customer support, leadership, and team management. 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
• Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays

Preferred Qualifications

While not required, having 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, would be a significant advantage.

What We Offer

At arenaflex, we're committed to providing a supportive and inclusive work environment that fosters growth and development. As a Customer Support Lead, you'll enjoy:

• 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

Compensation

Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. The starting base salary will depend on a number of factors, including the candidate's skills and experience.

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.

Apply Now

If you're passionate about delivering exceptional customer support and have a knack for leadership, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and help shape the future of customer experience in the sports gaming industry. Apply Job! Apply for this job