**Experienced Customer Support Lead (Night Shift) – Driving Exceptional Customer Experiences in the Sports Gaming Industry**

At arenaflex, we're revolutionizing the sports gaming landscape with innovative products and experiences that cater to the diverse needs of American sports fans. As a rapidly growing company, we're seeking an exceptional Customer Support Lead to join our team and play a pivotal role in shaping the future of sports entertainment. **About arenaflex** arenaflex is the fastest-growing sports gaming company ever, with a proven track record of building engaging games and products that resonate with sports enthusiasts. Founded in 2020, our team has developed four of the most widely played fantasy games, and we've recently launched our arenaflex Sportsbook – the only sportsbook to ever launch on our own homegrown technology. Our mission is to create a tomorrow for every fan, where sports are for everyone, and we're committed to building the best products and experiences that exceed our customers' expectations. **The Opportunity** We're at the forefront of the fastest-growing consumer industry in the U.S., with a nearly $500 million valuation achieved through strategic investments from top-tier investors like Mark Cuban, Kevin Durant, BlackRock, and SV Angel. As we continue to scale, we're looking for talented individuals who share our passion for innovation and customer-centricity. If you're ready to join a dynamic team that's shaping the future of sports gaming, we invite you to apply for this exciting opportunity. **About the Role** As a Customer Support Lead (Night Shift) at arenaflex, you'll be responsible for leading a team of 10+ customer support agents to achieve exceptional performance and deliver outstanding customer experiences. Your key responsibilities will include: * Supervising and mentoring a team of customer support agents to achieve high performance and professional growth * Conducting regular one-on-ones, providing feedback, and supporting agents' development through training and coaching * 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 * Conducting onboarding and ongoing training sessions to equip agents 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 * Serving as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution **Who We're Looking For** We're seeking a seasoned customer support professional with a proven track record of leadership and team management. If you have: * At least 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 * Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays **Nice to Have** * A 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** As a valued member of our team, you can expect: * 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 **What's Next?** If you're passionate about delivering exceptional customer experiences and leading a high-performing team, we invite you to apply for this exciting opportunity. Please submit your application, and we'll be in touch to discuss how you can contribute to our mission to create a tomorrow for every fan. **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 Now** Apply Job! Apply for this job