Experienced Customer Support Lead – Night Shift (Remote) at arenaflex
Join arenaflex, a dynamic and innovative company, as we revolutionize the customer support landscape. As a seasoned Customer Support Lead, you will be responsible for leading a team of customer support agents, ensuring seamless operations, and driving exceptional customer experiences. If you're passionate about delivering top-notch support, have a knack for leadership, and thrive in a fast-paced environment, we want to hear from you.
About arenaflex
arenaflex is a trailblazing company that's changing the game in the customer support industry. With a strong focus on innovation, we're committed to providing exceptional experiences for our customers. Our team is passionate about delivering world-class support, and we're looking for like-minded individuals to join our ranks.
The Opportunity
As a Customer Support Lead at arenaflex, you'll have the opportunity to:
- 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
- Target starting base salary range between $64,000 and $75,000, plus target equity
Why Join arenaflex?
* Be part of a dynamic and innovative company that's changing the game in customer support
- Work with a talented team of professionals who are passionate about delivering exceptional experiences
- Enjoy a flexible and remote work environment that allows you to work from anywhere
- Have access to ongoing training and development opportunities to help you grow in your career
- Be part of a company that values diversity, equity, and inclusion, and is committed to creating a workplace that's welcoming and inclusive for all
How to Apply
If you're passionate about delivering exceptional customer support and have a knack for leadership, we want to hear from you. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and join our team of customer support rockstars! Apply To This Job
Don't Hesitate, Apply!
We're excited to hear from you and look forward to reviewing your application. Remember, we're not just looking for the perfect candidate – we're looking for someone who shares our passion for delivering exceptional customer experiences and is eager to learn and grow with our team. Apply for this job