Experienced Customer Support Lead for Night Shift Operations – Team Management, Performance Optimization, and Exceptional Customer Experience

Introduction to arenaflex arenaflex is a pioneering force in the fantasy sports industry, dedicated to providing an unparalleled user experience through innovative platforms and exceptional customer support. As a leader in this dynamic field, we recognize the importance of a well-supported and highly skilled customer support team. To further enhance our customer satisfaction metrics and team efficiency, we are seeking an experienced Customer Support Lead to oversee our night shift operations. This is a unique opportunity for a seasoned professional to join our distributed workforce and contribute to the success of our fantasy sports platforms. Job Overview As a Customer Support Lead at arenaflex, you will be responsible for supervising and mentoring a team of 10+ customer support agents, ensuring they achieve high performance and provide top-tier support to our users. Your expertise in team management, leadership, and coaching will be essential in driving the success of our night shift operations. You will work closely with our Support Managers to optimize workflows, tools, and platforms, ultimately improving team efficiency and customer satisfaction. Key Responsibilities Supervise and mentor a team of customer support agents to achieve high performance, providing regular one-on-ones, feedback, and support for professional development Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met, and coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide exceptional support Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights, serving as the point of contact for escalated or high-priority tickets Collaborate with the Support Managers to optimize workflows, tools, and platforms, driving team efficiency and customer satisfaction Develop and implement process improvements, ensuring the support team is well-equipped to handle seasonal trends and common user issues Requirements and Qualifications To be successful in this role, you will need to possess a unique blend of leadership, analytical, and communication skills. The ideal candidate will have: 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, with a proven track record of driving team success Excellent written and verbal communication skills, with the ability to effectively communicate with both technical and non-technical stakeholders A strong understanding of fantasy sports platforms, common user issues, and seasonal trends Proficiency with customer support tools such as Intercom, Zendesk, or similar Preferred Qualifications While not essential, the following qualifications will be highly regarded: Experience working in a fast-paced, dynamic environment, with a proven ability to adapt to changing priorities and workflows Knowledge of industry-leading customer support platforms and tools A certification in customer support or a related field, such as ITIL or HDI Experience with data analysis and reporting tools, such as Excel, Tableau, or Power BI Skills and Competencies To excel in this role, you will need to possess a range of skills and competencies, including: Leadership and team management : The ability to motivate and inspire a team of customer support agents, driving high performance and exceptional customer experience Analytical and problem-solving skills : The ability to interpret performance metrics, identify areas for improvement, and develop effective solutions Communication and interpersonal skills : The ability to effectively communicate with both technical and non-technical stakeholders, including customers, agents, and management Adaptability and flexibility : The ability to adapt to changing priorities and workflows, with a proven ability to work in a fast-paced, dynamic environment Career Growth and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Customer Support Lead, you will have access to a range of learning and development opportunities, including: Regular training and coaching sessions to enhance your leadership and technical skills Opportunities for career advancement, with a clear path for professional growth and development Access to industry-leading conferences and events, with the opportunity to network with peers and thought leaders Work Environment and Company Culture arenaflex is a virtual-first company, with a highly engaged and distributed workforce. We pride ourselves on our connected and collaborative culture, with a range of benefits and perks to support your well-being and productivity, including: Unlimited PTO, with a flexible and accommodating approach to work-life balance 16 weeks of fully paid parental leave, with a supportive and inclusive environment for working parents A $500 home office allowance, with the opportunity to create a comfortable and productive workspace A 5% 401k match, FSA, and company-paid health, dental, and vision plan options for employees and dependents Compensation and Benefits arenaflex offers a competitive compensation package, with a range of benefits and perks to support your financial and personal well-being. While we cannot disclose the exact salary range for this role, we can assure you that it will be commensurate with your experience and qualifications. Conclusion If you are a motivated and experienced customer support professional, with a passion for leadership and team management, we encourage you to apply for this exciting opportunity. As a Customer Support Lead at arenaflex, you will have the chance to make a real impact on our customer satisfaction metrics and team efficiency, while developing your skills and advancing your career. Don't miss out on this opportunity to join our dynamic and supportive team – apply now to take the first step towards an exciting and rewarding career with arenaflex. Apply for this job