Experienced Customer Support Lead – Night Shift (Remote)

At arenaflex, we're on a mission to revolutionize the way people interact with our innovative products and services. As a leading company in the sports gaming industry, we're committed to building a tomorrow for every fan. We're seeking an experienced Customer Support Lead to join our team and help us achieve our vision.

About arenaflex

arenaflex is a fast-growing sports gaming company that's changing the game. Founded in 2020, our team has built four of today's most widely played fantasy games and recently launched our arenaflex Sportsbook. We're the only sportsbook to ever launch on our own homegrown technology, which allows us to build different and innovative experiences. Our goal is to become the biggest company in our space, and we're well on our way, with a nearly $500 million valuation and a team that's growing rapidly.

The Opportunity

As a Customer Support Lead at arenaflex, you'll have the opportunity to work with a talented team of customer support agents, helping them achieve high performance and providing top-tier support to our customers. You'll be responsible for supervising and mentoring a team of 10+ customer support agents, conducting regular one-on-ones, providing feedback, and supporting professional development. You'll also oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met, and work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency.

Key Responsibilities

* 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

Qualifications

* 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

Preferred Qualifications

* 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?

At arenaflex, we believe that sports are for everyone and are building a tomorrow for every fan. We're a company that values a great attitude and a willingness to learn above all. We're committed to creating a work environment that's inclusive, diverse, and supportive. If you're passionate about customer support and want to be part of a team that's changing the game, we want to hear from you.

How to Apply

Don't hesitate to apply! We value a great attitude and a willingness to learn above all. Submit your application today and join our team of innovators and game-changers. Apply To This Job

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 for this job