Customer Support Lead - Night Shift - Remote Opportunity with a Fast-Growing Sports Gaming Company
Join the Team Revolutionizing Sports Gaming Underdog is on a mission to become the biggest company in the sports gaming industry, and we're looking for a talented Customer Support Lead to join our team. As a fully remote company, we're offering the flexibility to work from anywhere, and we're excited to have you be a part of our journey. About Underdog We're the fastest-growing sports gaming company ever, built on a foundation of innovation and a passion for American sports. Since our inception in 2020, we've developed four of today's most widely played fantasy games and recently launched our Underdog Sportsbook. Our unique, home-grown technology enables us to create different and innovative experiences for our customers. With a valuation of nearly $500 million and backing from top investors like Mark Cuban, Kevin Durant, BlackRock, and SV Angel, we're poised for continued growth and success. The Role: Customer Support Lead (Night Shift) As a Customer Support Lead, you will play a critical role in supervising and mentoring a team of 10+ customer support agents to achieve high performance. Your responsibilities will include: Conducting regular one-on-ones, providing feedback, and supporting the professional development of team members Overseeing the 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 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 You're Going to Be To succeed in this role, you'll 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 Bonus Skills While not required, having the following skills will make you an even more competitive candidate: 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're Offering We're committed to providing a comprehensive benefits package that includes: A competitive salary range of $64,000 to $75,000, plus bolthires equity Unlimited PTO (with some flexibility exceptions during peak periods) 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, and vision plan options for employees and dependents Career Growth and Learning Benefits At Underdog, we're dedicated to helping our team members grow and develop their skills. As a Customer Support Lead, you'll have the opportunity to: Develop your leadership and team management skills Gain experience in a fast-growing industry with a dynamic company Work with a talented team of professionals who are passionate about sports gaming Work Environment and Company Culture We're a virtual first company with a highly engaged distributed workforce. We value flexibility, collaboration, and innovation, and we're committed to creating a work environment that is inclusive and supportive. Ready to Join Us? If you're a motivated and experienced customer support professional looking for a new challenge, we want to hear from you. Apply now to join our team and be a part of the Underdog story. Equal Opportunity Employer Underdog 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. A Note on Sports Betting Licensure This position may require sports betting licensure based on certain state regulations. We'll work with you to understand the requirements and ensure compliance. Don't miss this opportunity to join a team that's making a tangible difference in the sports gaming industry. Apply now and take the first step towards a rewarding career with Underdog! Apply for this job Apply tot his job