Night Shift Customer Support Lead – Managing 10+ Agents, Driving KPI Excellence in Sports Gaming

About arenaflex – Pioneering the Future of Sports Gaming

Welcome to arenaflex, the fastest‑growing sports gaming company in the United States. Since our founding in 2020, we have built four of the most widely played fantasy games and launched the groundbreaking arenaflex Sportsbook, the only sportsbook powered entirely by our home‑grown technology platform. Our mission is simple yet ambitious: to make sports entertainment accessible to every fan, everywhere. By combining cutting‑edge product development, data‑driven insights, and a relentless focus on the fan experience, we are reshaping how millions of Americans engage with their favorite sports.

Our rapid ascent—culminating in a near‑$500 million valuation backed by world‑class investors such as Mark Cuban, Kevin Durant, arenaflex, and arenaflex—is a testament to the power of innovation, culture, and an unwavering commitment to excellence. As we continue to expand our product suite, we are looking for passionate, high‑performing leaders to join our distributed, virtual‑first workforce and help us build the next generation of sports experiences.

Why This Role Matters

At arenaflex, the Customer Support team is the front line of our brand, directly shaping the perception of every fan who interacts with our platforms. As the Night Shift Customer Support Lead, you will be the catalyst that transforms a group of talented agents into a high‑impact, data‑driven support engine that consistently exceeds service level agreements (SLAs) and key performance indicators (KPIs). Your leadership will directly influence customer satisfaction, retention, and ultimately, the growth trajectory of the company.

Key Responsibilities

• Team Supervision & Mentorship: Lead, coach, and inspire a team of 10+ night‑shift customer support agents, fostering a culture of continuous improvement and accountability.
• Performance Management: Conduct regular one‑on‑one meetings, deliver constructive feedback, and design individualized development plans that align with both personal career goals and business objectives.
• Operational Excellence: Oversee day‑to‑day support operations, ensuring that all tickets are resolved within SLA windows and that KPIs such as First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) consistently meet or exceed targets.
• Shift & Workflow Coordination: Design and manage shift schedules, workflow assignments, and escalation protocols to guarantee seamless coverage during peak sports events, holidays, and high‑traffic periods.
• Cross‑Functional Collaboration: Partner closely with Support Managers, Product, Engineering, and Quality Assurance teams to streamline tools, refine processes, and implement automation that boosts efficiency.
• Training & Onboarding: Develop and deliver comprehensive onboarding programs and ongoing training sessions that equip agents with deep product knowledge, troubleshooting techniques, and soft‑skill excellence.
• Reporting & Insight Generation: Produce regular performance dashboards, trend analyses, and actionable insights that inform strategic decisions and drive continuous service improvements.
• Escalation Management: Serve as the primary point of contact for high‑priority or escalated tickets, ensuring swift resolution and clear communication with both customers and internal stakeholders.

Who You Are – Core Qualifications

• Available to work night‑shift hours (4 pm – 12 am EST or 6 pm – 2 am EST), including weekends and holidays.
• Minimum of 3 years experience in customer support, with at least 1 year in a supervisory or team‑lead role.
• Strong analytical mindset; comfortable interpreting performance metrics, identifying trends, and translating data into actionable improvement plans.
• Proven leadership abilities—able to motivate, coach, and develop a diverse team of remote agents.
• Exceptional written and verbal communication skills, with a talent for simplifying complex technical issues for non‑technical audiences.

Preferred Experience & Skills

• Deep familiarity with fantasy sports platforms, seasonal user behavior, and common support challenges in the sports gaming industry.
• Hands‑on experience with leading support tools such as Intercom, Zendesk, Freshdesk, or comparable SaaS solutions.
• Background in managing support for regulated products (e.g., sports betting) and understanding of licensing requirements across U.S. states.
• Experience implementing process automation (macros, bots, AI‑driven triage) to reduce manual workload and improve response times.
• Track record of driving measurable improvements in CSAT, NPS, or other customer loyalty metrics.

Skills & Competencies for Success

• Leadership & Coaching: Ability to inspire confidence, nurture talent, and create a high‑performing, collaborative team environment.
• Data‑Driven Decision Making: Proficiency with analytics tools (Excel, Google Data Studio, Tableau) to monitor performance and guide strategic initiatives.
• Problem Solving: Quick, logical thinking when handling complex or high‑stakes customer issues.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences that turn users into brand advocates.
• Adaptability: Comfort thriving in a fast‑paced, constantly evolving startup environment.
• Technical Acumen: Ability to grasp product architecture, API integrations, and troubleshooting steps without needing deep engineering expertise.

Career Growth & Learning Opportunities

At arenaflex, your career trajectory is limited only by your ambition. As a Night Shift Customer Support Lead, you will gain exposure to senior leadership, product strategy, and operational analytics. Success in this role can open pathways to:

• Senior Support Management or Director of Customer Experience.
• Product Management roles focused on user experience and support tooling.
• Cross‑functional leadership positions within Operations, Compliance, or Business Intelligence.

We invest heavily in continuous learning—offering tuition reimbursement, access to industry conferences, internal mentorship programs, and a library of on‑demand courses covering everything from advanced analytics to leadership development.

Work Environment & Culture at arenaflex

Virtual‑First, Distributed Workforce: Our team operates from coast to coast, connected through state‑of‑the‑art collaboration platforms. We prioritize flexibility, trust, and results over rigid office hours.

Inclusive & Empowering Culture: We celebrate diversity, encourage open dialogue, and ensure every voice is heard. Whether you’re a seasoned veteran or a fresh graduate, you’ll find a supportive environment that values your unique perspective.

Passion for Sports: While we’re a tech‑driven company, we’re also avid sports fans. Regular virtual watch parties, fantasy leagues, and “game‑day” celebrations keep the community spirit alive.

Compensation, Perks & Benefits

• Base Salary: $64,000 – $75,000, commensurate with experience and skill set.
• Equity Participation: Target equity grants that align your success with the company’s growth.
• Unlimited PTO: Flexible time off (with limited restrictions during the NFL season’s critical weeks).
• Parental Leave: 16 weeks of fully paid leave for new parents.
• Home Office Stipend: $500 to equip your remote workspace.
• Health & Wellness: Company‑paid health, dental, vision plans for employees and dependents, plus FSA options.
• Retirement Savings: 5% 401(k) match to help you build long‑term financial security.
• Professional Development: Access to training platforms, conference tickets, and internal knowledge‑sharing sessions.
• Licensing Support: Assistance with obtaining any required sports betting licensure based on state regulations.

Commitment to Equality & Inclusion

arenaflex is an equal‑opportunity employer. We do not discriminate on the basis of creed, race, sexual orientation, gender identity, age, disability status, or any other characteristic protected by law. Our hiring practices are designed to attract a diverse pool of talent and to foster an inclusive workplace where every employee can thrive.

Ready to Lead the Night‑Shift Support Team?

If you are a data‑savvy, people‑focused leader who thrives in a dynamic, sports‑centric environment, we want to hear from you. Join arenaflex and help shape the future of sports gaming for millions of fans worldwide. Apply today and become a pivotal part of a company that is redefining how the world plays, bets, and celebrates sports.

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