At arenaflex, we're passionate about revolutionizing the world of sports gaming and entertainment. As a rapidly growing company, we're committed to building innovative products and experiences that cater to the diverse needs of American sports fans. With a strong focus on customer satisfaction and support, we're seeking an exceptional Customer Support Lead to join our team and help us achieve our vision.
**About arenaflex**
arenaflex is a dynamic and forward-thinking company that's making waves in the sports gaming industry. Founded in 2020, we've built a reputation for innovation and excellence, with a portfolio of popular fantasy games and products that have captured the hearts of millions of fans. Our commitment to building the best products and experiences for our customers has earned us a nearly $500 million valuation, and we're just getting started.
**The Opportunity**
As a Customer Support Lead 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 they have the tools and knowledge needed to provide top-tier support to our customers. Your leadership skills, analytical mindset, and passion for customer satisfaction will be essential in achieving high performance and driving business success.
**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
**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.
**Why Join arenaflex?**
At arenaflex, we're passionate about creating a work environment that's inclusive, supportive, and empowering. We believe in the importance of work-life balance, and we're committed to providing our employees with the resources and support they need to thrive. If you're looking for a challenging and rewarding role that will allow you to grow and develop as a professional, we encourage you to apply.
**How to Apply**
Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today and join our team of passionate and dedicated professionals who are shaping the future of sports gaming and entertainment.
**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.