Customer Support Lead – Night‑Shift Operations Manager for Remote Sports Gaming Platform

About arenaflex – Pioneering the Future of Sports Gaming

Welcome to arenaflex, the fastest‑growing sports gaming company in the United States. Since our founding in 2020, we have reimagined how American sports fans engage with their favorite games, delivering innovative fantasy experiences and a cutting‑edge sportsbook built on our own proprietary technology. Our relentless focus on player‑first design, data‑driven product development, and a culture that celebrates bold ideas has propelled us to a valuation approaching half a billion dollars, backed by world‑class investors such as arenaflex, arenaflex, and other visionary partners.

At arenaflex, we believe sports are for everyone. We are on a mission to create a tomorrow where every fan, regardless of skill level or background, can enjoy immersive, fair, and exhilarating gaming experiences. Our rapid growth, passionate community, and commitment to innovation make us an exciting place to build a career that truly matters.

Why This Role Matters

As the Night‑Shift Customer Support Lead, you will be the cornerstone of our 24/7 support operation, guiding a talented team of agents through the most dynamic hours of the day. Your leadership will directly influence customer satisfaction, brand loyalty, and the overall health of our platform. This is more than a supervisory position—it is an opportunity to shape the support culture, drive operational excellence, and mentor the next generation of support professionals in a fast‑moving, tech‑savvy environment.

Key Responsibilities

• Team Leadership & Development: Supervise, coach, and inspire a team of 10+ customer support agents, fostering a high‑performance culture that aligns with arenaflex’s values.
• Performance Management: Conduct regular one‑on‑ones, deliver constructive feedback, and create individualized development plans to accelerate professional growth.
• Operational Oversight: Manage day‑to‑day support activities, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded.
• Shift Coordination: Design and adjust shift schedules, workflows, and task allocations to maintain seamless coverage during peak gaming periods, including major sports events.
• Cross‑Functional Collaboration: Partner closely with Support Managers, Product, Engineering, and Quality Assurance teams to refine tools, processes, and platform features that enhance agent efficiency.
• Training & Onboarding: Lead comprehensive onboarding sessions and ongoing training initiatives, equipping agents with deep product knowledge, troubleshooting techniques, and soft‑skill excellence.
• Reporting & Analytics: Produce and present regular performance dashboards, customer satisfaction metrics, and actionable insights to senior leadership.
• Escalation Management: Serve as the primary point of contact for high‑priority or escalated tickets, ensuring swift resolution and maintaining customer trust.
• Continuous Improvement: Identify trends, root causes, and opportunities for process automation, contributing to a culture of relentless improvement.

Who You Are – Core Qualifications

• Available to work night‑shift hours (4 PM – 12 AM EST or 6 PM – 2 AM EST), including weekends and holidays.
• 3+ years of hands‑on experience in customer support, with at least 1 year in a leadership or supervisory role.
• Strong analytical mindset; comfortable interpreting performance data and translating insights into actionable strategies.
• Proven ability to lead, motivate, and develop diverse teams in a remote or hybrid environment.
• Exceptional written and verbal communication skills, with a talent for simplifying complex concepts.

Preferred Experience & 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 similar SaaS solutions.
• Background in sports betting or sportsbook operations, including knowledge of licensing requirements.
• Experience implementing automation (e.g., macros, AI‑driven chatbots) to streamline ticket handling.
• Track record of driving measurable improvements in CSAT, First‑Contact Resolution (FCR), and agent productivity.

Skills & Competencies for Success

• Leadership Agility: Ability to pivot quickly in response to shifting priorities, especially during high‑traffic sporting events.
• Customer‑Centric Mindset: Passion for delivering world‑class experiences that turn users into brand advocates.
• Data‑Driven Decision Making: Proficiency with reporting tools (e.g., Tableau, Looker, Power BI) to monitor trends and guide strategy.
• Collaboration & Influence: Strong partnership skills to work across product, engineering, and marketing teams.
• Problem‑Solving Acumen: Ability to diagnose complex technical or procedural issues and devise sustainable solutions.
• Adaptability: Comfort with a fast‑paced, high‑growth environment where change is the norm.

Career Growth & Learning Opportunities

At arenaflex, your career trajectory is limited only by your ambition. As a Night‑Shift Customer Support Lead, you will have direct visibility with senior leadership, opening pathways to senior operations, product management, or even regional leadership roles. We invest heavily in continuous learning—offering access to industry conferences, internal workshops, mentorship programs, and a generous education stipend to help you acquire new certifications (e.g., ITIL, Six Sigma, or advanced analytics).

Work Environment & Culture

Our culture is built on flexibility, inclusion, and a shared love for sports. While we operate fully remotely, we maintain a vibrant virtual community through regular team‑building events, live‑streamed game nights, and interactive “coffee‑chat” sessions. arenaflex champions diversity and believes that a variety of perspectives fuels innovation. You will join a distributed workforce that values work‑life balance, encourages autonomy, and celebrates achievements—big and small.

Compensation, Perks & Benefits

• Base Salary: Competitive range of $64,000 – $75,000, commensurate with experience and expertise.
• Equity Participation: Target equity grants that align your success with the company’s growth.
• Unlimited PTO: Flexible time off policy, with special considerations during the NFL season’s early weeks.
• Parental Leave: 16 weeks of fully paid leave for new parents.
• Home Office Stipend: $500 allowance to create an ergonomic and productive workspace.
• 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 & Development: Access to online courses, certifications, and a budget for external training.
• Virtual First Culture: Robust collaboration tools, regular virtual socials, and a supportive remote‑first infrastructure.

Legal & Compliance Note

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

Commitment to Equality

arenaflex is an equal‑opportunity employer. We celebrate diversity and do not discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other characteristic protected by law. Your unique perspective is a strength that enriches our team.

Ready to Lead the Night‑Shift Support Team?

If you are passionate about sports, thrive in a fast‑moving environment, and are eager to mentor a high‑performing support team, we want to hear from you. Join arenaflex and help shape the future of sports gaming for millions of fans worldwide.

Apply Now – Become a Part of the arenaflex Vision!