**Experienced Customer Support Lead (Night Shift) – Remote Opportunity at arenaflex**

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 rapidly growing company, we're constantly pushing the boundaries of what's possible, and we're looking for talented individuals to join our team. If you're passionate about delivering exceptional customer support and have a knack for leadership, we want to hear from you. **About arenaflex** arenaflex is the fastest-growing sports gaming company in the industry, with a valuation of nearly $500 million and a team of passionate professionals who are dedicated to building the best products and experiences for our customers. Founded in 2020, we've built four of today's most widely played fantasy games and recently launched our arenaflex Sportsbook, which is the only sportsbook to ever launch on our own homegrown technology. Our mission is to make sports accessible to everyone, and we're committed to creating a tomorrow for every fan. **The Opportunity** As a Customer Support Lead (Night Shift) at arenaflex, you'll play a critical role in shaping the customer experience and driving business growth. You'll be responsible for supervising and mentoring a team of 10+ customer support agents, ensuring high performance, and providing feedback and support for professional development. You'll also oversee day-to-day operations, coordinate daily tasks and workflows, and work closely with Support Managers to optimize workflows, tools, and platforms. **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 **Essential Qualifications** * 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 **Preferred Qualifications** * 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** * 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 **Compensation** Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. The starting base salary will depend on a number of factors, including the candidate's skills and experience, among other things. **Career Growth Opportunities** At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Support Lead, you'll have opportunities to take on new challenges, develop your leadership skills, and contribute to the growth and success of our company. **Work Environment and Company Culture** Our company culture is built on a foundation of collaboration, innovation, and customer obsession. We're a remote-first company, and we're committed to creating a virtual first culture that's connected, inclusive, and engaging. We believe in the importance of work-life balance, and we offer flexible PTO policies and parental leave to support our employees' needs. **How to Apply** If you're passionate about delivering exceptional customer support and have a knack for leadership, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **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 for this job