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

Join arenaflex, a dynamic and innovative company at the forefront of the fantasy sports industry, as we seek an experienced Customer Support Lead to oversee our night shift operations. As a key member of our support team, you will be responsible for leading a team of 10+ customer support agents, ensuring high performance, and driving exceptional customer satisfaction. **About arenaflex** arenaflex is a leading provider of fantasy sports platforms, dedicated to delivering unparalleled user experiences and innovative solutions. Our company culture is built on a foundation of collaboration, creativity, and a passion for delivering exceptional results. As a remote-first organization, we prioritize flexibility, work-life balance, and employee well-being. If you're a motivated and results-driven professional looking for a challenging and rewarding opportunity, we encourage you to apply. **Key Responsibilities** As a Customer Support Lead at arenaflex, you will be responsible for: * Supervising and mentoring a team of 10+ customer support agents to achieve high performance and drive exceptional customer satisfaction * Conducting regular one-on-ones, providing feedback, and supporting professional development to ensure team members reach their full potential * 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 and drive business growth * 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 be successful 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** While not required, the following qualifications are highly desirable: * Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines * Familiarity with arenaflex's products and services * Strong problem-solving and critical thinking skills * Ability to work effectively in a remote team environment * Experience with customer support software and tools **Skills and Competencies** To succeed in this role, you will need to possess the following skills and competencies: * Strong leadership and team management skills * Excellent communication and interpersonal skills * Analytical and problem-solving skills * Ability to work effectively in a fast-paced environment * Strong attention to detail and organizational skills * Ability to adapt to changing priorities and deadlines * Strong technical skills, including proficiency with customer support software and tools **Career Growth Opportunities and Learning Benefits** arenaflex is committed to supporting the growth and development of our employees. As a Customer Support Lead, you will have access to: * Regular training and development opportunities to enhance your skills and knowledge * Mentorship and coaching from experienced leaders and professionals * Opportunities for career advancement and professional growth * A dynamic and supportive work environment that encourages collaboration and innovation **Work Environment and Company Culture** arenaflex is a remote-first organization, prioritizing flexibility, work-life balance, and employee well-being. Our company culture is built on a foundation of collaboration, creativity, and a passion for delivering exceptional results. As a member of our team, you can expect: * A highly engaged and supportive distributed workforce * Flexible work arrangements and a focus on work-life balance * Opportunities for professional growth and development * A dynamic and innovative work environment that encourages collaboration and creativity **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 5% 401k match, FSA, company-paid health, dental, vision plan options for employees and dependents **How to Apply** If you're a motivated and results-driven professional looking for a challenging and rewarding opportunity, we encourage you to apply. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for the role. We look forward to hearing from you! 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