Customer Support Lead – Night Shift Operations (Remote, US)

Join arenaflex: Shape the Future of Customer Experience in Sports Gaming

At arenaflex, we are redefining what it means to be a fan in the modern era. As one of the fastest-growing and most disruptive forces in the American sports gaming industry, arenaflex has built a reputation for crafting innovative, deeply engaging products that captivate millions of sports enthusiasts. From fantasy competitions that bring friends and families together to cutting-edge sportsbook experiences powered by our own proprietary technology, we are building the future of interactive sports entertainment. Our commitment to excellence, our relentless focus on the customer, and our passion for the game have made us a category leader in record time.

Since our founding, arenaflex has attracted significant investment from some of the most respected names in business and sports, fueling our rapid expansion and allowing us to continually push the boundaries of what a sports gaming company can be. But what truly sets us apart is our people. We are a team of dreamers, builders, and problem-solvers who believe that sports are for everyone and that there is always more to create, more to improve, and more fans to delight. If you are ready to lead a high-performing team, drive operational excellence, and make a meaningful impact in a fast-paced, mission-driven environment, arenaflex is the place for you.

About the Role: Customer Support Lead (Night Shift)

As the Customer Support Lead on our Night Shift at arenaflex, you will be the driving force behind a team of 10+ dedicated customer support agents who are the first point of contact for our rapidly growing community of users. This is a fully remote position based in the United States, with working hours of either 4:00 PM to 12:00 AM EST or 6:00 PM to 2:00 AM EST, including weekends and holidays. Your leadership will directly shape the customer experience during critical evening hours, ensuring that every interaction reflects the quality, empathy, and precision that arenaflex is known for.

Reporting to our Support Managers, you will oversee day-to-day operations, mentor and develop your team, optimize workflows, and serve as the escalation point for complex, high-priority issues. If you thrive in dynamic environments, love coaching others to achieve their best, and have a passion for sports and technology, this is your opportunity to make a lasting impact at one of the most exciting companies in the industry.

Key Responsibilities

• Team Leadership and Mentorship: Supervise, inspire, and mentor a team of 10+ customer support agents, fostering a culture of accountability, continuous improvement, and exceptional service delivery. Conduct regular one-on-one meetings to provide constructive feedback, identify growth opportunities, and support each team member's professional development journey.
• Operational Excellence: Oversee the day-to-day operations of the night shift support team, ensuring that all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded. Proactively identify bottlenecks and implement solutions to keep the team operating at peak efficiency.
• Shift Coordination and Workflow Management: Coordinate daily tasks, shift schedules, and workflows to ensure seamless coverage during peak times. Balance workloads strategically to maintain high morale and prevent burnout across the team.
• Cross-Functional Collaboration: Work closely with Support Managers, Product, Engineering, and other internal stakeholders to optimize workflows, enhance tools and platforms, and improve overall team efficiency. Provide valuable front-line insights to inform product improvements and customer experience strategies.
• Training and Onboarding: Design and deliver comprehensive onboarding programs for new hires, as well as ongoing training sessions to ensure agents are continuously equipped with the latest product knowledge, tools, and best practices needed to provide top-tier support.
• Performance Reporting and Insights: Prepare and deliver regular reports on team performance, customer satisfaction metrics, ticket trends, and key insights. Use data-driven analysis to inform leadership decisions and identify opportunities for improvement.
• Escalation Management: Serve as the primary point of contact for escalated, complex, or high-priority tickets. Ensure swift, effective, and empathetic resolution while maintaining customer trust and satisfaction.
• Customer Advocacy: Act as the voice of the customer within arenaflex, identifying recurring pain points, advocating for user-centric improvements, and ensuring that customer feedback informs product and policy decisions.

Who You Are

• Experienced Leader: You bring at least 3 years of customer support experience, with a minimum of 1 year in a formal leadership or supervisory role. You have a proven track record of motivating teams, driving performance, and creating a positive work environment.
• Analytical Thinker: You possess a strong analytical mindset with the ability to interpret performance metrics, identify trends, and translate data into actionable insights that drive team and business outcomes.
• Exceptional Communicator: Your written and verbal communication skills are outstanding. You know how to deliver clear, constructive feedback, resolve conflicts, and inspire confidence in your team and your customers.
• Empathetic Coach: You genuinely care about developing people. You take pride in watching your team members grow, succeed, and advance in their careers.
• Adaptable and Resilient: You thrive in fast-paced, high-growth environments where priorities can shift quickly. You remain calm under pressure and bring a solutions-oriented approach to every challenge.
• Schedule Flexibility: You are available to work between the hours of 4:00 PM to 12:00 AM EST or 6:00 PM to 2:00 AM EST, including weekends and holidays, as needed to support the business.

Even Better If You Have

• Industry Knowledge: A strong understanding of fantasy sports platforms, sports gaming, common user issues, and seasonal trends that affect customer behavior and volume.
• Technical Proficiency: Hands-on experience with customer support tools such as Intercom, Zendesk, or similar platforms, as well as comfort working with reporting and analytics tools.
• Licensure Awareness: Familiarity with or willingness to obtain any required sports betting licensure based on state regulations.

Compensation and Benefits

At arenaflex, we believe in compensating our team members fairly and transparently. The target starting base salary for this position is between $64,000 and $75,000, depending on the candidate's skills, experience, and qualifications. In addition, this role is eligible for target equity, allowing you to share in the long-term success and growth of the company.

We also offer a comprehensive benefits package designed to support your health, well-being, and financial future, including:

• Unlimited PTO: We trust our team to manage their time responsibly, offering extreme flexibility outside of critical pre-season preparation windows.
• Parental Leave: 16 weeks of fully paid parental leave for all new parents.
• Home Office Stipend: A $500 allowance to help you create a comfortable and productive remote workspace.
• Retirement Savings: A 5% 401(k) match to help you build a secure financial future.
• Health and Wellness: Company-paid health, dental, and vision plan options for employees and their dependents, along with FSA options.
• Connected Virtual Culture: A virtual-first, highly engaged distributed workforce with regular team gatherings, social events, and opportunities to build meaningful connections with colleagues across the country.

Why arenaflex?

Joining arenaflex means becoming part of a company that is not just participating in the sports gaming industry but actively shaping its future. We are a team that values innovation, collaboration, diversity, and inclusion. We believe that different perspectives make us stronger, and we are committed to building a workplace where everyone feels welcome, respected, and empowered to do their best work. arenaflex is an equal opportunity employer and does not discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic.

Here, your contributions will be visible, your growth will be supported, and your impact will be felt by millions of sports fans across the country. Whether you are helping a customer navigate their first fantasy contest, coaching an agent through a challenging interaction, or collaborating with product teams to eliminate a recurring pain point, every day at arenaflex is an opportunity to make a difference.

Your Next Step

If you are an experienced customer support leader who is passionate about sports, technology, and delivering exceptional customer experiences, we want to hear from you. This is more than a job — it is a chance to join a category-defining company at a pivotal moment in its journey, to lead a talented team, and to grow your career in one of the most exciting industries in America. Take the next step and apply today. We can't wait to welcome you to the arenaflex team.