**Experienced Customer Support Lead - Night Shift: Drive Success at arenaflex**

At arenaflex, we're a dynamic and innovative company that's revolutionizing the way we approach customer support. As a pivotal member of our team, you'll have the opportunity to make a real impact and drive success in a fully remote role. We're now hiring for an Experienced Customer Support Lead - Night Shift, and we're looking for a talented individual who's passionate about delivering exceptional support experiences. **About arenaflex** arenaflex is a forward-thinking company that's dedicated to providing cutting-edge solutions to our customers. We're a team of passionate individuals who are committed to excellence, innovation, and customer satisfaction. Our company culture is built on a foundation of trust, respect, and open communication, and we're always looking for talented individuals who share our values. **Job Summary** As an Experienced Customer Support Lead - Night Shift, you'll be responsible for supervising and mentoring a team of 10+ customer support agents to achieve high performance. You'll work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency. You'll also conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support. **Key Responsibilities** * Supervise and mentor a team of 10+ customer support agents to achieve high performance * Conduct regular one-on-ones, provide feedback, and support professional development * Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met * Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times * Work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency * Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support * Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights * Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution **Requirements** * Available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays * 3+ years 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 * 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, psychology) * Proven track record of success in customer support leadership roles * Strong analytical and problem-solving skills * Excellent communication and interpersonal skills * Ability to work in a fast-paced, dynamic environment **Preferred Qualifications** * Master's degree in a related field (e.g. business, communications, psychology) * Experience with customer support software and tools (e.g. Intercom, Zendesk) * Knowledge of fantasy sports platforms and common user issues * Experience with team management and coaching **Skills and Competencies** * Strong leadership and team management skills * Excellent communication and interpersonal skills * Analytical and problem-solving 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 (e.g. Intercom, Zendesk) **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of learning benefits, including: * Opportunities for professional development and career advancement * Access to training and development programs * Mentorship and coaching from experienced leaders * A culture of continuous learning and improvement **Work Environment and Company Culture** arenaflex is a remote-first company, which means that you'll have the flexibility to work from anywhere. We're a highly engaged and distributed workforce, and we're committed to creating a culture of trust, respect, and open communication. Our company culture is built on a foundation of: * Trust: We trust our employees to do their best work and make decisions that align with our company values. * Respect: We respect our employees' time, skills, and expertise. * Open Communication: We communicate openly and transparently with our employees, and we encourage feedback and suggestions. **Compensation, Perks, and Benefits** We offer a competitive salary and a range of benefits, 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 **Conclusion** If you're a motivated and experienced customer support professional who's passionate about delivering exceptional support experiences, we'd love to hear from you. Apply now to join our team and drive success at arenaflex. Apply for this job