**Experienced Customer Support Lead – Night Shift Operations at arenaflex**

**Join arenaflex's dynamic team as a Customer Support Lead, where you will be responsible for leading a team of customer support agents and driving exceptional customer experiences. As a key member of our support team, you will play a vital role in ensuring the highest levels of customer satisfaction and loyalty.** **About arenaflex** arenaflex is a cutting-edge company that has revolutionized the way people engage with fantasy sports platforms. Our mission is to provide unparalleled customer experiences, and we're committed to building a team of passionate and dedicated professionals who share our vision. As a Customer Support Lead, you will be part of a dynamic and collaborative team that is passionate about delivering exceptional support to our customers. **Key Responsibilities** As a Customer Support Lead at arenaflex, you will be responsible for leading a team of 10+ customer support agents to achieve high performance. Your key responsibilities will include: * **Supervising and mentoring a team of customer support agents**: Provide guidance, support, and feedback to ensure that your team is equipped to deliver exceptional customer experiences. * **Conducting regular one-on-ones and providing feedback**: Regularly meet with your team members to discuss their performance, provide feedback, and identify areas for improvement. * **Overseeing day-to-day operations of the support team**: Ensure that your team is meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to deliver exceptional customer experiences. * **Coordinating daily tasks, workflows, and shifts**: Work closely with your team to ensure smooth operations during peak times and optimize workflows to improve team efficiency. * **Collaborating with Support Managers to optimize workflows and tools**: Work with our Support Managers to identify areas for improvement and implement changes to optimize workflows, tools, and platforms. * **Conducting onboarding and ongoing training sessions**: Provide training and support to ensure that your team is equipped with the tools and knowledge needed to provide top-tier support. * **Preparing and delivering regular reports on team performance**: Provide 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**: Ensure swift and effective resolution of escalated or high-priority tickets. **Requirements** To be successful as a Customer Support Lead at arenaflex, you will need: * **Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays**: We operate on a 24/7 schedule, and we need our team members to be available to work during peak times. * **3+ years in customer support, with at least 1 year in a leadership role**: We're looking for experienced customer support professionals who have a proven track record of leadership and team management. * **Analytical mindset with the ability to interpret performance metrics and derive actionable insights**: You will need to be able to analyze data and identify areas for improvement to drive business results. * **Strong leadership, team management, and coaching abilities**: You will need to be able to motivate and inspire your team to deliver exceptional customer experiences. * **Excellent written and verbal communication skills**: You will need to be able to communicate effectively with your team, customers, and stakeholders. * **Strong understanding of fantasy sports platforms, common user issues, and seasonal trends**: You will need to have a deep understanding of our products and services to provide exceptional support to our customers. * **Proficiency with customer support tools such as Intercom, Zendesk or similar**: You will need to be proficient in using customer support tools to manage tickets, workflows, and team performance. **Benefits** As a Customer Support Lead at arenaflex, you will enjoy a range of benefits, including: * **Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)**: We believe in work-life balance and offer unlimited PTO to ensure that you have the time and flexibility to recharge and pursue your passions. * **16 weeks of fully paid parental leave**: We're committed to supporting our team members through life's biggest milestones, and we offer 16 weeks of fully paid parental leave to ensure that you can focus on your family. * **A $500 home office allowance**: We understand that many of our team members work remotely, and we want to ensure that you have the tools and resources you need to be successful. * **A connected virtual first culture with a highly engaged distributed workforce**: We're a remote-first company, and we're committed to building a culture that is connected, collaborative, and inclusive. * **5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents**: We're committed to supporting our team members' financial and physical well-being, and we offer a range of benefits to ensure that you have the resources you need to thrive. **How to Apply** If you're a motivated and experienced customer support professional who is passionate about delivering exceptional customer experiences, we want to hear from you! Please apply to this role by clicking on the link below: Apply Job! We can't wait to hear from you and learn more about your qualifications and experience! Apply for this job