Experienced Customer Support Lead for Night Shift Operations – Leadership Role in Innovative Sports Gaming Industry

Welcome to arenaflex arenaflex is the fastest-growing sports gaming company, revolutionizing the way American sports fans engage with their favorite games and teams. Founded in 2020, our team has developed four of the most widely played fantasy games and recently launched our arenaflex Sportsbook, built on our own homegrown technology. This innovative approach enables us to create unique and exciting experiences for our customers. We believe that there is immense potential to build more for sports fans, and we will continue to succeed by developing the best products and experiences for our customers. About Our Industry and Company The sports gaming industry is the fastest-growing consumer industry in the U.S., and arenaflex is at the forefront of this growth. With a nearly $500 million valuation achieved in just over two years, thanks to investments from prominent figures such as Mark Cuban, Kevin Durant, BlackRock, and SV Angel, we are poised for continued success. Our mission is to make sports accessible to everyone, and we are building a future where every fan can enjoy their favorite games. Join us in creating this exciting future! About the Role We are seeking an experienced Customer Support Lead to join our team, specifically for night shift operations. As a Customer Support Lead, you will supervise and mentor a team of 10+ customer support agents, ensuring high performance and excellent customer satisfaction. Your leadership skills, analytical mindset, and ability to interpret performance metrics will be essential in driving the success of our support team. Key Responsibilities: Supervise and mentor a team of customer support agents to achieve high performance and provide top-tier support to our customers Conduct regular one-on-ones, provide feedback, and support the professional development of your team members Oversee day-to-day operations of the support team, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times, including weekends and holidays Collaborate with Support Managers to optimize workflows, tools, and platforms, improving team efficiency and effectiveness Develop and deliver onboarding and ongoing training sessions to equip agents with the necessary tools and knowledge to provide exceptional support Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights to drive continuous improvement Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution Who You Are To be successful in this role, you should have: Availability to work between 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 Even Better If You Have: A strong understanding of fantasy sports platforms, common user issues, and seasonal trends Proficiency with customer support tools such as Intercom, Zendesk, or similar platforms What We Offer At arenaflex, we offer a competitive compensation package, including: A target starting base salary range of $64,000 to $75,000, plus target equity Unlimited PTO, with flexibility to accommodate your needs (except during the first few weeks before and 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 Career Growth and Development At arenaflex, we are committed to the growth and development of our employees. As a Customer Support Lead, you will have opportunities to: Develop your leadership and management skills, with support from our experienced leadership team Enhance your knowledge of the sports gaming industry and fantasy sports platforms Contribute to the development of new products and experiences, shaping the future of sports gaming Collaborate with cross-functional teams, including product development, marketing, and operations Work Environment and Company Culture At arenaflex, we pride ourselves on our virtual first culture, with a highly engaged distributed workforce. We believe in: Flexibility and autonomy, allowing you to work from anywhere and manage your schedule effectively Open communication and transparency, with regular updates from our leadership team Collaboration and teamwork, with opportunities to work with cross-functional teams and contribute to company-wide initiatives Continuous learning and development, with access to training and resources to support your growth Conclusion If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Support Lead at arenaflex, you will play a critical role in shaping the future of sports gaming and delivering exceptional customer experiences. Join our team and be part of a dynamic and innovative company that is changing the face of the sports gaming industry. arenaflex is an equal opportunity employer and does not discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic. We are committed to creating a diverse and inclusive work environment that reflects the communities we serve. Apply now to join our team and be part of an exciting journey in the sports gaming industry! Apply for this job