Night Shift Customer Support Lead – Managing 10+ Agents, Driving KPI Excellence, and Elevating Fan Experience 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 today’s most widely played fantasy games and launched the groundbreaking arenaflex Sportsbook, the only sportsbook powered entirely by our own home‑grown technology. This unique platform enables us to create innovative, fan‑first experiences that set new standards in the industry.

Our rapid ascent—culminating in a near‑$500 million valuation and backing from marquee investors such as Mark Cuban, Kevin Durant, BlackRock, and SV Angel—reflects a relentless commitment to building products that sports fans love. At arenaflex, we believe sports are for everyone, and we are on a mission to shape the tomorrow of every fan. If you share that passion and want to be part of a high‑velocity, purpose‑driven team, keep reading.

Why This Role Matters

The Customer Support Lead (Night Shift) is a cornerstone of our player‑experience strategy. As the primary manager of a dynamic, 24‑hour support operation, you will mentor a team of 10+ agents, ensure service‑level agreements (SLAs) are consistently met, and translate performance data into actionable improvements. Your leadership will directly influence player satisfaction, retention, and the overall reputation of arenaflex in a fiercely competitive market.

Key Responsibilities

Team Leadership & Development

• Supervise, coach, and inspire a night‑shift team of 10+ customer support agents to achieve and exceed performance targets.
• Conduct regular one‑on‑one meetings, deliver constructive feedback, and create individualized development plans.
• Design and facilitate onboarding programs, ongoing training sessions, and skill‑enhancement workshops to keep the team at the cutting edge of sports‑gaming support.

Operational Excellence

• Oversee day‑to‑day operations, ensuring that all tickets are resolved within established SLAs and key performance indicators (KPIs) such as First‑Contact Resolution (FCR) and Customer Satisfaction Score (CSAT) are consistently met.
• Coordinate shift schedules, daily task assignments, and workflow optimizations to maintain seamless coverage during peak usage periods, including weekends and holidays.
• Collaborate closely with Support Managers to refine tools, platforms, and processes—leveraging systems like Intercom, Zendesk, or comparable solutions—to boost efficiency and reduce handling time.

Escalation Management & Insight Reporting

• Serve as the primary point of contact for escalated or high‑priority tickets, ensuring swift resolution and clear communication with affected users.
• Prepare and present regular performance reports that highlight team metrics, emerging trends, and actionable insights for senior leadership.
• Identify recurring pain points, propose product or policy enhancements, and partner with product, engineering, and compliance teams to implement solutions.

Essential Qualifications

• Availability to work night‑shift hours (4 PM – 12 AM EST or 6 PM – 2 AM EST), including weekends and holidays.
• Minimum of 3 years of experience in customer support, with at least 1 year in a supervisory or team‑lead role.
• Demonstrated analytical mindset—ability to interpret performance data, spot trends, and translate findings into concrete action plans.
• Strong leadership, coaching, and people‑management capabilities, with a track record of building high‑performing teams.
• Excellent written and verbal communication skills, capable of articulating complex issues clearly to both internal stakeholders and external customers.

Preferred Qualifications & Nice‑to‑Have Skills

• Deep familiarity with fantasy sports platforms, common user issues, and seasonal usage patterns.
• Hands‑on experience with leading customer support tools such as Intercom, Zendesk, Freshdesk, or similar.
• Prior exposure to sports betting or sportsbook environments, including an understanding of regulatory considerations.
• Experience managing remote or distributed teams, especially in a virtual‑first culture.

Core Skills & Competencies

• Data‑Driven Decision Making: Ability to leverage dashboards, ticket analytics, and customer feedback to drive continuous improvement.
• Empathy & Customer‑Centricity: A genuine passion for helping users and turning challenging interactions into positive brand experiences.
• Process Optimization: Proven knack for streamlining workflows, automating repetitive tasks, and implementing best‑in‑class support practices.
• Collaboration: Comfortable partnering across product, engineering, compliance, and marketing to resolve cross‑functional issues.
• Adaptability: Thrive in a fast‑moving startup environment where priorities shift quickly and new challenges emerge daily.

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, influence product roadmaps, and develop a deep understanding of the sports‑gaming ecosystem. Potential next steps include:

• Senior Manager, Global Customer Experience
• Director of Support Operations
• Product Owner – Support & Community
• Cross‑functional leadership roles in Operations, Compliance, or Player Engagement

We invest heavily in continuous learning—offering access to industry conferences, internal workshops, and a generous education stipend to help you acquire new certifications or deepen existing expertise.

Compensation, Perks & Benefits

While the exact base salary will be calibrated to experience and skill set, the target range for this role is $64,000 – $75,000 plus equity participation. In addition to a competitive salary, arenaflex offers a comprehensive benefits package designed to support your well‑being and work‑life balance:

• Unlimited paid time off (PTO) with flexible scheduling, especially around major sports seasons.
• 16 weeks of fully paid parental leave for new parents.
• A $500 home‑office allowance to equip your remote workspace.
• 5% 401(k) match, Flexible Spending Account (FSA), and a suite of health, dental, and vision plans for you and your dependents.
• Virtual‑first culture that encourages collaboration across time zones while maintaining a strong sense of community.
• Potential eligibility for a sports‑betting licensure, depending on state regulations.

Work Environment & Culture at arenaflex

arenaflex is built on a foundation of inclusivity, innovation, and relentless curiosity. Our distributed workforce spans multiple continents, yet we maintain a cohesive culture through regular virtual events, mentorship programs, and transparent communication channels. We celebrate diversity of thought, encourage risk‑taking, and reward outcomes that move the needle for our players.

Key cultural pillars include:

• Player‑First Mindset: Every decision is filtered through the lens of how it will improve the fan experience.
• Data‑Driven Innovation: We constantly experiment, measure, and iterate to stay ahead of market trends.
• Ownership & Accountability: Team members are empowered to own projects from inception to delivery.
• Collaboration & Transparency: Open channels for feedback, idea sharing, and cross‑team partnership.

Application Process & Next Steps

If you are a motivated leader who thrives in a high‑energy, night‑shift environment and wants to shape the future of sports gaming, we want to hear from you. To apply, click the link below, submit your resume, and include a brief cover letter outlining why you’re the perfect fit for the Night Shift Customer Support Lead role at arenaflex.

We are an equal‑opportunity employer. arenaflex does not discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic.

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