Job Description
Join arenaflex, a dynamic and innovative company, as we revolutionize the customer support landscape. As a seasoned Customer Support Lead, you will be responsible for leading a team of customer support agents, ensuring seamless operations, and driving exceptional customer experiences. If you're passionate about delivering top-notch support, have a knack for leadership, and thrive in a fast-paced environment, we want to hear from you. **About arenaflex** arenaflex is a trailblazing company that's changing the game in the customer support industry. With a strong focus on innovation, we're committed to providing exceptional experiences for our customers. Our team is passionate about delivering world-class support, and we're looking for like-minded individuals to join our ranks. **The Opportunity** As a Customer Support Lead at arenaflex, you'll have the opportunity to: * 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 * Target starting base salary range between $64,000 and $75,000, plus target equity **Why Join arenaflex?** * Be part of a dynamic and innovative company that's changing the game in customer support * Work with a talented team of professionals who are passionate about delivering exceptional experiences * Enjoy a flexible and remote work environment that allows you to work from anywhere * Have access to ongoing training and development opportunities to help you grow in your career * Be part of a company that values diversity, equity, and inclusion, and is committed to creating a workplace that's welcoming and inclusive for all **How to Apply** If you're passionate about delivering exceptional customer support and have a knack for leadership, we want to hear from you. 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 customer support rockstars! **Don't Hesitate, Apply!** We're excited to hear from you and look forward to reviewing your application. Remember, we're not just looking for the perfect candidate – we're looking for someone who shares our passion for delivering exceptional customer experiences and is eager to learn and grow with our team. Apply for this job