Customer Support Lead – Night Shift Operations, Team Development & Performance Analytics for Sports Gaming & Fantasy Platforms

Welcome to arenaflex – Where Sports Passion Meets Cutting‑Edge Gaming Innovation

At arenaflex, we are redefining the way millions of American sports fans engage with their favorite games. Since our founding in 2020, we have launched four of the most widely played fantasy sports titles and introduced the arenaflex Sportsbook, the only sportsbook built on our proprietary technology stack. Our rapid growth—propelled by a valuation approaching $500 million and backing from industry‑leading investors—has positioned us at the forefront of the fastest‑growing consumer sector in the United States.

Our mission is simple yet ambitious: make sports accessible to everyone and create unforgettable experiences for every fan. As we continue to expand, we are looking for a dynamic Night Shift Customer Support Lead who can inspire a high‑performing team, drive operational excellence, and champion the voice of our customers across the globe.

Why This Role Matters

The night‑time hours are when our most engaged users are playing, betting, and interacting with our platforms. Your leadership will ensure that every interaction—whether it’s a routine question or a high‑priority escalation—is handled with speed, empathy, and expertise. By guiding a team of 10+ support agents, you will directly influence customer satisfaction, retention, and the overall reputation of arenaflex as a trusted sports‑gaming brand.

Key Responsibilities

• Team Supervision & Mentorship: Lead, coach, and develop a diverse group of 10+ night‑shift support agents, fostering a culture of continuous improvement and high morale.
• Performance Management: Conduct regular one‑on‑one meetings, deliver constructive feedback, and create individualized development plans that align with both personal goals and business objectives.
• Operational Oversight: Manage day‑to‑day support operations, ensuring adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) such as First‑Response Time, Resolution Rate, and Customer Satisfaction Score (CSAT).
• Shift & Workflow Coordination: Design and adjust shift schedules, task allocations, and escalation pathways to maintain seamless coverage during peak usage periods, including weekends and holidays.
• Cross‑Functional Collaboration: Partner closely with Support Managers, Product, Engineering, and Quality Assurance teams to refine tools, workflows, and platform features that boost agent efficiency and reduce friction for users.
• Training & Onboarding: Develop and deliver comprehensive onboarding programs and ongoing training sessions that equip agents with deep product knowledge, troubleshooting techniques, and soft‑skill competencies.
• Reporting & Insight Generation: Produce regular performance dashboards, trend analyses, and actionable insights that inform strategic decisions and highlight opportunities for process enhancements.
• Escalation Management: Serve as the primary point of contact for high‑priority tickets, ensuring swift resolution and clear communication with affected customers.

Who You Are – Core Qualifications

• Available to work night‑shift hours (either 4 pm – 12 am EST or 6 pm – 2 am EST), including weekends and holidays.
• Minimum of 3 years experience in customer support, with at least 1 year in a supervisory or lead capacity.
• Strong analytical mindset; comfortable interpreting performance metrics and translating data into actionable strategies.
• Proven leadership, coaching, and team‑building abilities, with a track record of elevating agent performance.
• Exceptional written and verbal communication skills, capable of articulating complex concepts clearly to both internal stakeholders and external customers.

Preferred Extras – Nice‑to‑Have Skills

• Deep familiarity with fantasy sports platforms, seasonal trends, and common user challenges.
• Hands‑on experience with leading support tools such as Intercom, Zendesk, Freshdesk, or comparable systems.
• Understanding of sports betting regulations and the ability to navigate licensing requirements across multiple states.

Essential Skills & Competencies

• Customer‑Centric Mindset: Ability to empathize with users, anticipate needs, and deliver solutions that exceed expectations.
• Data‑Driven Decision Making: Proficiency in using analytics platforms (e.g., Tableau, Looker, Power BI) to monitor trends and drive continuous improvement.
• Process Optimization: Experience streamlining workflows, automating repetitive tasks, and implementing best‑practice support methodologies.
• Conflict Resolution: Skilled at de‑escalating tense situations and turning challenging interactions into positive outcomes.
• Technology Savvy: Comfortable navigating SaaS tools, CRM systems, and internal knowledge bases; quick to adopt new technologies.
• Adaptability: Thrive in a fast‑paced, high‑growth environment where priorities can shift rapidly.

Career Growth & Learning Opportunities

At arenaflex, your professional development is a priority. As a Night Shift Customer Support Lead, you will have access to:

• Mentorship from senior leaders in product, operations, and strategy.
• Sponsored certifications in customer experience, data analytics, and people management.
• Opportunities to transition into broader operational roles, such as Director of Support, Customer Experience Manager, or Product Operations Lead.
• Cross‑departmental projects that broaden your exposure to product development, compliance, and market expansion initiatives.

Our Culture – A Virtual‑First, Inclusive Community

We have built a connected virtual‑first culture that celebrates flexibility, collaboration, and diversity. Our distributed workforce spans multiple time zones, yet we maintain a strong sense of belonging through regular virtual coffee chats, team‑building events, and an open‑door leadership philosophy. At arenaflex, every voice matters, and we actively foster an environment where ideas from all backgrounds are welcomed and acted upon.

Compensation, Perks & Benefits

We offer a competitive total‑reward package designed to attract and retain top talent:

• Base Salary: $64,000 – $75,000, commensurate with experience and expertise.
• Equity Participation: Targeted stock options that align your success with the company’s growth trajectory.
• Unlimited PTO: Flexible time off policy (with limited restrictions during the early NFL season weeks).
• Parental Leave: 16 weeks of fully paid leave for new parents.
• Home Office Stipend: $500 to equip your remote workspace with ergonomic furniture, high‑speed internet, and other essentials.
• Health & Wellness: Comprehensive medical, dental, and vision plans for employees and dependents, plus a Flexible Spending Account (FSA).
• Retirement Savings: 5% 401(k) match to help you build long‑term financial security.
• Learning Budget: Annual allocation for courses, conferences, and certifications of your choice.
• Community & Inclusion: Employee Resource Groups (ERGs), diversity training, and a zero‑tolerance policy for discrimination.

Legal & Compliance Note

This role may require a sports‑betting licensure depending on the state(s) in which you operate. arenaflex will provide guidance and support to ensure compliance with all applicable regulations.

Ready to Lead the Night‑Shift Support Team at arenaflex?

If you are passionate about sports, thrive in a high‑energy environment, and possess the leadership acumen to drive a world‑class support operation, we want to hear from you. Join us in shaping the future of sports gaming and delivering unforgettable experiences to fans worldwide.

Apply Now – Become a Part of the arenaflex Vision!