At arenaflex, we're revolutionizing the sports gaming industry with innovative products and experiences that cater to the diverse needs of American sports fans. As a rapidly growing company, we're seeking an exceptional Customer Support Lead to join our team and help us achieve our mission of building a tomorrow for every fan.
**About arenaflex**
arenaflex is a pioneering sports gaming company that has disrupted the industry with its cutting-edge products and services. Founded in 2020, our team has built four of the 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 delivering exceptional experiences for our customers and are dedicated to becoming the biggest company in our space.
**The Opportunity**
We're looking for a seasoned Customer Support Lead to oversee a team of 10+ customer support agents, ensuring high performance and exceptional customer satisfaction. As a key member of our support team, you'll be responsible for mentoring and guiding your team to achieve their full potential. If you're passionate about delivering top-notch support and have a knack for leadership, we want to hear from you.
**Key Responsibilities**
As a Customer Support Lead at arenaflex, you'll be responsible for:
* Supervising and mentoring a team of 10+ customer support agents to achieve high performance and exceptional customer satisfaction
* Conducting regular one-on-ones, providing feedback, and supporting professional development to ensure team growth and success
* Overseeing day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met
* Coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times
* Working closely with Support Managers to optimize workflows, tools, and platforms to improve team efficiency
* Conducting onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support
* Preparing and delivering regular reports on team performance, customer satisfaction metrics, and key insights
* Serving as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution
**Who We're Looking For**
We're seeking a seasoned customer support professional with a proven track record of leadership and team management. If you have:
* 3+ years of experience in customer support, with at least 1 year in a leadership role
* An 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
* Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays
**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**
At arenaflex, we're committed to providing our team members with a comprehensive benefits package and a supportive work environment. You'll enjoy:
* 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.
**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.
**How to Apply**
If you're passionate about delivering exceptional customer support and have a knack for leadership, we want to hear from you. Apply now to join our team and help us build a tomorrow for every fan.
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Apply now to become a part of our dynamic team and help us achieve our mission of building a tomorrow for every fan.
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