**Experienced Customer Support Lead - Night Shift at arenaflex**

Join arenaflex, a dynamic and innovative company at the forefront of the fantasy sports industry, as we seek an experienced Customer Support Lead to oversee our night shift operations. As a key member of our support team, you will be responsible for leading a team of 10+ customer support agents, ensuring high performance, and driving exceptional customer satisfaction.

**About arenaflex**

arenaflex is a leading provider of fantasy sports platforms, dedicated to delivering unparalleled user experiences and innovative solutions. Our company culture is built on a foundation of collaboration, creativity, and a passion for delivering exceptional results. As a remote-first organization, we prioritize flexibility, work-life balance, and employee well-being. If you're a motivated and results-driven professional looking for a challenging and rewarding opportunity, we encourage you to apply.

**Key Responsibilities**

As a Customer Support Lead at arenaflex, you will be responsible for:

* Supervising and mentoring a team of 10+ customer support agents to achieve high performance and drive exceptional customer satisfaction
* Conducting regular one-on-ones, providing feedback, and supporting professional development to ensure team members reach their full potential
* Overseeing day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met
* Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times
* Collaborating with Support Managers to optimize workflows, tools, and platforms to improve team efficiency and drive business growth
* 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 to inform business decisions
* 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 will need:

* Availability to work between the hours of 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
* A strong understanding of fantasy sports platforms, common user issues, and seasonal trends
* Proficiency with customer support tools such as Intercom, Zendesk, or similar

**Essential Qualifications**

While not required, the following qualifications are highly desirable:

* Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines
* Familiarity with arenaflex's products and services
* Strong problem-solving and critical thinking skills
* Ability to work effectively in a remote team environment
* Experience with customer support software and tools

**Skills and Competencies**

To succeed in this role, you will need to possess the following skills and competencies:

* Strong leadership and team management skills
* Excellent communication and interpersonal skills
* Analytical and problem-solving skills
* Ability to work effectively in a fast-paced environment
* Strong attention to detail and organizational skills
* Ability to adapt to changing priorities and deadlines
* Strong technical skills, including proficiency with customer support software and tools

**Career Growth Opportunities and Learning Benefits**

arenaflex is committed to supporting the growth and development of our employees. As a Customer Support Lead, you will have access to:

* Regular training and development opportunities to enhance your skills and knowledge
* Mentorship and coaching from experienced leaders and professionals
* Opportunities for career advancement and professional growth
* A dynamic and supportive work environment that encourages collaboration and innovation

**Work Environment and Company Culture**

arenaflex is a remote-first organization, prioritizing flexibility, work-life balance, and employee well-being. Our company culture is built on a foundation of collaboration, creativity, and a passion for delivering exceptional results. As a member of our team, you can expect:

* A highly engaged and supportive distributed workforce
* Flexible work arrangements and a focus on work-life balance
* Opportunities for professional growth and development
* A dynamic and innovative work environment that encourages collaboration and creativity

**Compensation, Perks, and Benefits**

arenaflex offers a competitive compensation package, 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 5% 401k match, FSA, company-paid health, dental, vision plan options for employees and dependents

**How to Apply**

If you're a motivated and results-driven professional looking for a challenging and rewarding opportunity, we encourage you to apply. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for the role. We look forward to hearing from you!

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