**Experienced Customer Support Lead – Night Shift Operations at arenaflex**

At arenaflex, we're a dynamic and innovative company that's revolutionizing the world of fantasy sports platforms. As a leader in our industry, we're constantly pushing the boundaries of what's possible, and we're looking for a talented and dedicated Customer Support Lead to join our team. If you're passionate about delivering exceptional customer experiences, have a knack for leadership, and are available to work a night shift, we want to hear from you. **About arenaflex** arenaflex is a cutting-edge company that's dedicated to providing the best possible experience for our customers. We're a remote-first organization with a highly engaged and distributed workforce, and we're committed to creating a culture that's inclusive, supportive, and fun. Our team is passionate about fantasy sports, and we're always looking for ways to innovate and improve our products and services. **Job Summary** As a Customer Support Lead at arenaflex, you'll be responsible for supervising and mentoring a team of 10+ customer support agents to achieve high performance. You'll work closely with our Support Managers to optimize workflows, tools, and platforms to improve team efficiency, and you'll be the point of contact for escalated or high-priority tickets. If you're a natural leader with a passion for customer support, we want to hear from you. **Key Responsibilities** As a Customer Support Lead at arenaflex, your key responsibilities will include: * 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 the 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 **Requirements** To be successful in this role, you'll need: * 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 * A strong understanding of fantasy sports platforms, common user issues, and seasonal trends * Proficiency with customer support tools such as Intercom, Zendesk or similar * Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays **Benefits** As a Customer Support Lead at arenaflex, you'll enjoy a range of benefits, 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 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 **What We Offer** At arenaflex, we're committed to creating a culture that's inclusive, supportive, and fun. We offer a range of benefits and perks, including: * A connected virtual first culture with a highly engaged distributed workforce * Unlimited PTO and flexible work arrangements * 16 weeks of fully paid parental leave * A $500 home office allowance * 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents * Opportunities for career growth and professional development * A dynamic and innovative work environment with a passion for fantasy sports **How to Apply** If you're a natural leader with a passion for customer support, we want to hear from you. To apply for this role, please submit your resume and a cover letter explaining why you're the perfect fit for this position. We can't wait to hear from you! Why arenaflex? At arenaflex, we're passionate about creating a culture that's inclusive, supportive, and fun. We believe that our employees are our greatest asset, and we're committed to providing a range of benefits and perks that support their well-being and success. Whether you're a seasoned professional or just starting your career, we offer a range of opportunities for growth and development. Our Culture Our culture is built on a set of core values that guide everything we do. We're passionate about: * Delivering exceptional customer experiences * Fostering a culture of innovation and creativity * Embracing diversity and inclusion * Supporting the well-being and success of our employees * Building strong relationships with our customers and partners Our Team Our team is made up of talented and dedicated individuals who are passionate about fantasy sports and customer support. We're a remote-first organization with a highly engaged and distributed workforce, and we're committed to creating a culture that's inclusive, supportive, and fun. How to Apply If you're a natural leader with a passion for customer support, we want to hear from you. To apply for this role, please submit your resume and a cover letter explaining why you're the perfect fit for this position. We can't wait to hear from you! What's Next? If you're selected for an interview, we'll be in touch to schedule a time that works for you. We're excited to meet you and learn more about your qualifications and experience. Equal Employment Opportunity arenaflex is an equal employment opportunity employer. We're committed to creating a culture that's inclusive, supportive, and fun, and we welcome applications from diverse candidates. Apply for this job