**Experienced Customer Support Lead (Night Shift) – Sports Gaming Industry**

At arenaflex, we're revolutionizing the world of sports gaming with innovative products and experiences that cater to the diverse needs of American sports fans. As a fast-growing company, we're constantly pushing the boundaries of what's possible, and we're looking for a talented Customer Support Lead to join our team. **About arenaflex** arenaflex is the fastest-growing sports gaming company, with a valuation of nearly $500 million and a team of passionate individuals who share a common goal: to make sports accessible to everyone. Founded in 2020, we've built four of today's most widely played fantasy games and 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, and we're committed to building the best products and experiences for our customers. **The Opportunity** As a Customer Support Lead at arenaflex, you'll have the opportunity to work with a talented team of customer support agents, overseeing day-to-day operations and ensuring that our customers receive top-tier support. You'll be responsible for supervising and mentoring a team of 10+ customer support agents, conducting regular one-on-ones, providing feedback, and supporting professional development. You'll also work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency. **Key Responsibilities** As a Customer Support Lead at arenaflex, your key responsibilities will include: * Supervising and mentoring a team of 10+ customer support agents to achieve high performance * Conducting regular one-on-ones, providing feedback, and supporting professional development * Overseeing day-to-day operations of the support team, ensuring SLAs and KPIs are met * Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times * Working closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency * 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 * Serving as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution **Who We're Looking For** We're looking for a talented individual with a passion for customer support and a proven track record of leadership. If you have: * 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 **Preferred Qualifications** If you have experience with fantasy sports platforms, common user issues, and seasonal trends, that's a plus. Proficiency with customer support tools such as Intercom, Zendesk, or similar is also a plus. **What We Offer** At arenaflex, we're committed to providing a comprehensive benefits package that includes: * 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 **Why Join arenaflex?** At arenaflex, we're passionate about creating a tomorrow for every fan. We're committed to building a diverse and inclusive team that reflects the values of our company. If you're looking for a challenging and rewarding role that offers opportunities for growth and development, join us. **How to Apply** If you're ready to take your career to the next level, apply now. We can't wait to hear from you. Essential Qualifications * 3+ years of experience in customer support, with at least 1 year in a leadership role * 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 Preferred Qualifications * Experience with fantasy sports platforms, common user issues, and seasonal trends * Proficiency with customer support tools such as Intercom, Zendesk, or similar What We Offer * 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 Why Join arenaflex? * Passionate team that's committed to creating a tomorrow for every fan * Opportunities for growth and development in a fast-growing company * Comprehensive benefits package that includes unlimited PTO, parental leave, and more * Connected virtual first culture with a highly engaged distributed workforce How to Apply * Apply now and join our team of passionate individuals who are committed to making sports accessible to everyone * Share your resume and a cover letter that showcases your experience and qualifications * We can't wait to hear from you and learn more about your qualifications Apply for this job