Customer Support Lead - Night Shift - Remote - Underdog Fantasy - Leading Sports Gaming Company
Join the Fastest-Growing Sports Gaming Company: Underdog Fantasy
Underdog Fantasy is revolutionizing the sports gaming industry with innovative games and products for American sports fans. Founded in 2020, we've built four of today's most widely played fantasy games and recently launched our Underdog Sportsbook. We're the only sportsbook to ever launch on our own home-grown technology, allowing us to build different and innovative experiences. Our mission is to make sports accessible to everyone, and we're looking for talented individuals to help create a tomorrow for every fan.
About the Role: Customer Support Lead - Night Shift
We're seeking an experienced Customer Support Lead to supervise and mentor a team of 10+ customer support agents during peak hours. As a Customer Support Lead, you will play a critical role in ensuring high-performance customer support, meeting SLAs and KPIs, and driving team efficiency. If you're passionate about delivering exceptional customer experiences and have a strong leadership mindset, we want to hear from you!
Key Responsibilities:
- Team Supervision and Mentorship: Supervise and mentor a team of 10+ customer support agents to achieve high performance, providing guidance and support to ensure success.
- Regular One-on-Ones and Feedback: Conduct regular one-on-ones, provide constructive feedback, and support professional development to help agents grow and improve.
- Day-to-Day Operations: Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met, and workflows are optimized for efficiency.
- Coordination and Planning: Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times, including weekends and holidays.
- Collaboration with Support Managers: Work closely with Support Managers to optimize workflows, tools, and platforms to improve team efficiency and customer satisfaction.
- Onboarding and Training: Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support.
- Reporting and Insights: Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights to drive data-driven decisions.
- Escalation Management: Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution.
Requirements:
- Availability: Available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays.
- Experience: 3+ years in customer support, with at least 1 year in a leadership role.
- Analytical Mindset: Analytical mindset with the ability to interpret performance metrics and derive actionable insights.
- Leadership and Communication: Strong leadership, team management, and coaching abilities, with excellent written and verbal communication skills.
Preferred Qualifications:
- Fantasy Sports Knowledge: Strong understanding of fantasy sports platforms, common user issues, and seasonal trends.
- Customer Support Tools: Proficiency with customer support tools such as Intercom, Zendesk, or similar.
What We Offer:
At Underdog Fantasy, we're committed to providing an exceptional work environment and benefits package. Here are some of the perks and benefits you can expect:
- Competitive Salary: Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity.
- Unlimited PTO: Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season).
- Parental Leave: 16 weeks of fully paid parental leave.
- Home Office Allowance: A $500 home office allowance.
- Virtual First Culture: A connected virtual first culture with a highly engaged distributed workforce.
- 401k Match: 5% 401k match, FSA, company-paid health, dental, vision plan options for employees and dependents.
Why Join Underdog Fantasy?
At Underdog Fantasy, we're passionate about making sports accessible to everyone. We're a fast-growing company with a mission to become the biggest company in our space. By joining our team, you'll have the opportunity to:
- Be Part of a Revolutionary Industry: Be part of the sports gaming industry, which is experiencing rapid growth and innovation.
- Work with a Talented Team: Work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
- Grow and Develop: Grow and develop your skills and career in a dynamic and supportive environment.
- Make a Real Impact: Make a real impact on the sports gaming industry and help shape the future of sports.
How to Apply:
If you're excited about joining Underdog Fantasy as a Customer Support Lead, please submit your application today! We value a great attitude and a willingness to learn above all, so don't hesitate to apply if you don't meet every single requirement.
Equal Opportunity Employer:
Underdog Fantasy 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.
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