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

**Join arenaflex's dynamic and innovative team as we revolutionize the world of fantasy sports platforms. As a seasoned Customer Support Lead on our night shift, you will be responsible for overseeing a team of dedicated customer support agents, ensuring they have the tools and knowledge needed to provide exceptional support to our users.** **About arenaflex** arenaflex is a leading provider of innovative fantasy sports platforms, empowering users to engage in immersive and interactive experiences. Our mission is to deliver unparalleled customer satisfaction, and we're committed to fostering a culture of excellence, collaboration, and growth. As a key member of our team, you will play a vital role in shaping the future of our company and the fantasy sports industry. **Key Responsibilities** As a Customer Support Lead on our night shift, you will be responsible for: * Supervising and mentoring a team of 10+ customer support agents to achieve high performance and deliver exceptional support to our users * Conducting regular one-on-ones, providing feedback, and supporting professional development to ensure agents are equipped with the skills and knowledge needed to succeed * Overseeing day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met and exceeded * Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times, including weekends and holidays * Collaborating with Support Managers to optimize workflows, tools, and platforms to improve team efficiency and productivity * 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 succeed 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** * Bachelor's degree in a related field (e.g., business, communications, or a related field) * Proven track record of success in customer support leadership roles * Experience with customer support software and tools * Strong problem-solving and analytical skills * Ability to work in a fast-paced, dynamic environment **Preferred Qualifications** * Master's degree in a related field (e.g., business, communications, or a related field) * Experience with fantasy sports platforms or related industries * Certification in customer support or a related field (e.g., Certified Customer Support Professional (CCSP)) * Fluency in multiple languages **Skills and Competencies** To excel in this role, you will need to possess: * Strong leadership and team management skills * Excellent communication and interpersonal skills * Ability to analyze complex data and derive actionable insights * Strong problem-solving and analytical skills * Ability to work in a fast-paced, dynamic environment * Strong understanding of customer support principles and best practices * Proficiency with customer support software and tools **Career Growth Opportunities and Learning Benefits** As a Customer Support Lead at arenaflex, you will have access to: * Opportunities for career growth and advancement within the company * Comprehensive training and development programs to enhance your skills and knowledge * Collaborative and dynamic work environment with a highly engaged distributed workforce * Flexible work arrangements to support work-life balance * Recognition and rewards for outstanding performance and contributions to the company **Work Environment and Company Culture** arenaflex is a virtual-first company, with a highly engaged and distributed workforce. Our company culture is built on the principles of collaboration, innovation, and customer satisfaction. We offer a flexible and dynamic work environment that supports work-life balance and encourages professional growth and development. **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 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 **How to Apply** If you're a motivated and experienced customer support leader looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! 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