**Unlock a Career of Purpose and Growth in arenaflex's Dynamic Customer Support Team**
Are you a seasoned customer support professional with a passion for leading high-performing teams? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join arenaflex, a rapidly growing sports gaming company that's revolutionizing the way fans engage with their favorite sports.
**About arenaflex**
arenaflex is the fastest-growing sports gaming company ever, with a mission to build innovative games and products that bring American sports fans closer to the action. Founded in 2020, our team has built four of today's most widely played fantasy games and recently launched our arenaflex Sportsbook, the only sportsbook to ever launch on our own homegrown technology. We're committed to creating a tomorrow for every fan, and we're looking for talented individuals like you to help us achieve our vision.
**The Opportunity**
As a Customer Support Lead at arenaflex, you'll play a critical role in driving the success of our customer support team. You'll supervise and mentor a team of 10+ customer support agents, ensuring they have the tools, knowledge, and support they need to provide top-tier support to our customers. You'll work closely with our Support Managers to optimize workflows, tools, and platforms, and you'll be responsible for preparing and delivering regular reports on team performance, customer satisfaction metrics, and key insights.
**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
**Who We're Looking For**
* 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
**Nice to Have**
* 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
**Why Join arenaflex?**
* Be part of a rapidly growing company that's revolutionizing the sports gaming industry
* Work with a talented team of innovators who are passionate about creating a tomorrow for every fan
* Enjoy a dynamic and fast-paced work environment that's always challenging and rewarding
* Take advantage of our comprehensive benefits package, including unlimited PTO and 16 weeks of fully paid parental leave
* Grow your career with arenaflex, with opportunities for professional development and advancement
**Ready to Join the arenaflex Team?**
If you're a motivated and experienced customer support professional who's passionate about leading high-performing teams, we want to hear from you. Apply now to join our dynamic customer support team and be part of a company that's changing the face of sports gaming.