Night Shift Customer Support Team Lead – Operations Excellence & Athlete-Focused Support Leadership

Join arenaflex: Building the Future of Sports Gaming Through Exceptional Customer Experience

At arenaflex, we're not just another sports gaming company — we're revolutionaries in an industry that's transforming how millions of American sports fans engage with the games they love. Founded in 2020, arenaflex has emerged as the fastest-growing sports gaming company in history, building innovative products and experiences that connect fans with sports in entirely new ways. Our journey began with a simple yet ambitious vision: create better games and products for American sports fans. Today, we're proud to have built four of today's most widely played fantasy games and recently launched our arenaflex Sportsbook — a groundbreaking achievement as the only sportsbook to launch entirely on our proprietary home-grown technology platform.

What sets arenaflex apart is our unwavering commitment to innovation. By building our own technology from the ground up, we've created the freedom to design different, more engaging experiences that truly resonate with sports fans. Our technology advantage allows us to iterate quickly, respond to customer needs, and continuously push the boundaries of what's possible in sports gaming. We believe there's so much more to be built for sports fans, and we're positioned to win by delivering the best products and experiences in the market.

The opportunity before us is nothing short of massive. Sports gaming represents the fastest-growing consumer industry in the United States, and arenaflex is at the forefront of this explosive growth. In just over two years, we've achieved a nearly $500 million valuation through backing from some of the most respected investors in the game, including Mark Cuban, Kevin Durant, BlackRock, and SV Angel. Today, we are many times larger than when we started, and our growth trajectory shows no signs of slowing down. We're scaling rapidly, expanding our reach, and solidifying our position as a leader in the sports gaming space.

At arenaflex, we believe sports are for everyone. We're building a tomorrow where every fan — regardless of background, experience, or location — can engage with sports in meaningful, exciting ways. This mission drives everything we do, from product development to customer support. We're looking for passionate individuals who want to help create this future, who believe in the power of sports to bring people together, and who are ready to join a team that's redefining what's possible.

About the Role: Night Shift Customer Support Team Lead

We're seeking an exceptional Night Shift Customer Support Team Lead to join our growing organization and play a pivotal role in delivering outstanding customer experiences during our busiest hours. As our business continues to scale rapidly, we need a strong leader who can supervise, mentor, and inspire a team of 10+ customer support agents while ensuring the highest standards of service and operational excellence. This is a unique opportunity to build and shape a high-performing support team during critical operating hours when customer engagement is at its peak.

The Night Shift Customer Support Team Lead is more than just a managerial role — it's a leadership position that combines strategic oversight with hands-on coaching and operational management. You'll be the driving force behind our nighttime support operations, ensuring that our customers receive top-tier assistance whenever they need it. This role requires a leader who thrives in a fast-paced environment, can make quick decisions under pressure, and has the ability to motivate a team to consistently exceed performance expectations.

Working nights at arenaflex means being at the forefront of our customer experience during some of the most exciting moments in sports — from late-game outcomes to overnight fantasy drafts. You'll be the backbone of our support operations, ensuring that our customers never feel unsupported, no matter when they reach out. This position offers the unique satisfaction of knowing that your leadership directly impacts customer satisfaction and retention during critical hours.

Key Responsibilities and Expectations

As our Night Shift Customer Support Team Lead, you'll own the complete spectrum of support operations during your shift. Your responsibilities will span team leadership, operational management, performance optimization, and escalations handling. Here's what you'll be accountable for:

• Team Leadership & Mentorship: Supervise and actively mentor a team of 10+ customer support agents to achieve and maintain high performance standards. You'll conduct regular one-on-one meetings, provide constructive and actionable feedback, and support professional development plans that help each team member grow and advance their careers. Your leadership style should inspire confidence, foster collaboration, and create an environment where team members feel valued and motivated.
• Operational Oversight: Oversee day-to-day operations of the support team, ensuring all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded. You'll coordinate daily tasks, optimize workflows, and manage shift assignments to ensure smooth operations during peak times and high-volume periods. This includes real-time monitoring of queues, adjusting staffing as needed, and proactively addressing operational challenges.
• Process Optimization: Work closely with Support Managers and cross-functional partners to continuously optimize workflows, tools, and platforms to improve team efficiency and effectiveness. You'll identify bottlenecks, propose solutions, and implement process improvements that enhance the customer experience while reducing agent friction. Your insights will be crucial in shaping how our support organization evolves.
• Training & Development: Conduct comprehensive onboarding programs for new team members and lead ongoing training sessions that ensure all agents are equipped with the latest tools, knowledge, and best practices needed to provide top-tier support. You'll develop training materials, facilitate knowledge-sharing sessions, and ensure the team stays current with product updates, policy changes, and industry trends.
• Performance Reporting: Prepare and deliver regular, detailed reports on team performance, customer satisfaction metrics, and key insights that drive business decisions. You'll track metrics such as response times, resolution rates, customer satisfaction scores, and agent productivity, analyzing trends and presenting actionable recommendations to leadership. Your reports will be essential for measuring success and identifying areas for improvement.
• Escalation Management: Serve as the primary point of contact for escalated or high-priority tickets, ensuring swift and effective resolution while maintaining exceptional customer experiences. You'll handle complex cases that require additional expertise, coordinate with other departments when necessary, and communicate clearly and compassionately with customers who need special attention.
• Shift Scheduling & Coordination: Manage shift schedules, coordinate time-off requests, and ensure adequate coverage during critical periods. You'll work closely with other shift leads and management to create seamless handoffs and maintain continuity of care for our customers, even as agents rotate between shifts.

Who We're Looking For: Qualifications and Attributes

The ideal candidate for this role is a proven customer support leader who combines operational expertise with genuine passion for people leadership. We're looking for someone who doesn't just manage tasks but inspires teams, who sees challenges as opportunities for improvement, and who genuinely cares about delivering exceptional customer experiences. Here's what we're seeking:

Essential Qualifications

• Night Shift Availability: You must be 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. This is a non-negotiable requirement for the role, as our customers need support around the clock, especially during high-stakes sporting events and peak usage periods.
• Experience: A minimum of 3+ years in customer support roles, with at least 1 year in a leadership or supervisory capacity. You should have direct experience managing support teams, coaching agents, and overseeing operational performance. Your background should demonstrate increasing responsibility and a proven track record of team success.
• Analytical Mindset: Strong ability to interpret performance metrics, analyze data trends, and derive actionable insights that drive improvements. You should be comfortable with numbers, able to identify patterns in performance data, and skilled at translating analytics into concrete actions that enhance team effectiveness.
• Leadership Excellence: Demonstrated leadership, team management, and coaching abilities. You should have experience developing team members, conducting performance reviews, managing conflicts, and creating positive team dynamics. Your leadership philosophy should emphasize empowerment, accountability, and continuous growth.
• Communication Mastery: Exceptional written and verbal communication skills are essential. You'll need to communicate clearly and effectively with team members, customers, and cross-functional partners. Your ability to explain complex issues simply, provide feedback constructively, and maintain professionalism in all interactions will be critical to your success.

Preferred Qualifications

• Sports Gaming Industry Knowledge: Strong understanding of fantasy sports platforms, common user issues, and seasonal trends in sports gaming. If you've worked in the sports, gaming, or entertainment industries, you'll have a head start in understanding our customer base and the unique challenges they face.
• Technical Proficiency: Experience with customer support tools such as Intercom, Zendesk, Freshdesk, or similar platforms. Familiarity with CRM systems, ticket management tools, and customer analytics software will enable you to hit the ground running and contribute from day one.
• Remote Leadership Experience: Experience managing distributed teams or remote workers is highly valued, as arenaflex operates with a connected virtual-first culture. You should be comfortable managing team members across different locations and time zones.
• Continuous Improvement Mindset: A track record of identifying process inefficiencies and implementing improvements that enhance team performance or customer satisfaction. We're looking for someone who naturally looks for ways to do things better.
• Crisis Management Skills: Experience handling high-pressure situations, managing through service disruptions, or leading teams through challenging periods. Your ability to remain calm and make sound decisions under pressure will be invaluable.

Skills and Competencies for Success

Beyond qualifications and experience, certain skills and competencies will set you up for exceptional success in this role:

• Strategic Thinking: The ability to see the big picture while managing day-to-day operations. You should understand how your team's performance impacts broader business objectives and make decisions that align with organizational goals.
• Problem-Solving Aptitude: Strong analytical and critical thinking skills that enable you to diagnose complex issues, evaluate options, and implement effective solutions. You'll face new challenges regularly, and your ability to think through problems systematically will be crucial.
• Empathy and Emotional Intelligence: Genuine empathy for customers and team members alike. You'll need to understand customer frustrations, agent challenges, and the emotional dynamics of both groups to lead effectively and provide appropriate support.
• Adaptability and Flexibility: The ability to adapt quickly to changing circumstances, new information, and evolving business needs. In our fast-paced environment, priorities can shift rapidly, and you need to be comfortable adjusting your approach accordingly.
• Time Management and Prioritization: Excellent organizational skills and the ability to manage multiple priorities simultaneously. You'll balance team management, operational oversight, reporting, and hands-on support — all while maintaining focus on the most critical issues.
• Attention to Detail: Meticulous attention to detail in everything from performance reporting to training materials to customer communications. Small details can have big impacts on customer experience and team effectiveness.
• Technical Curiosity: Willingness to learn new tools and technologies quickly. Our tech stack is proprietary and constantly evolving, so you should be comfortable learning new systems and adapting to technological changes.

Career Growth and Development at arenaflex

At arenaflex, we believe in investing in our people and providing clear pathways for career advancement. Joining us as a Night Shift Customer Support Team Lead is just the beginning of what could be a transformative career journey. Here's what you can expect in terms of growth and development:

We're committed to internal promotion and career progression. High-performing team leads have opportunities to advance into higher-level management roles, including Customer Support Manager, Director of Customer Experience, or leadership positions in other departments. Your success in this role could open doors to broader operational leadership, product management, or even strategic roles within the organization.

You'll have access to ongoing professional development opportunities, including leadership training, industry conferences, and skill-building workshops. We believe in continuous learning and provide resources to help you expand your capabilities and stay current with best practices in customer support and people management.

Additionally, you'll work alongside experienced leaders who are invested in your growth. Through mentorship, coaching, and exposure to cross-functional projects, you'll develop the skills and experience needed to take on greater responsibilities. Your development plan will be tailored to your career aspirations, and we'll support you every step of the way.

Work Environment and Company Culture

arenaflex is proud to be a connected virtual-first organization with a highly engaged distributed workforce. We've built a culture that thrives on collaboration, innovation, and mutual support, regardless of where team members are located. Here's what makes our work environment special:

Our virtual-first approach means you'll have flexibility in how and where you work, while still being deeply connected to your colleagues. We use modern collaboration tools to maintain strong communication and foster meaningful connections across the organization. Regular virtual team events, coffee chats, and social activities help build community and maintain our strong culture.

We're a meritocratic organization where performance and impact matter more than tenure or titles. Your ideas will be heard, your contributions will be recognized, and your potential will be realized. We encourage bold thinking, calculated risk-taking, and the courage to challenge the status quo — all in service of building the best products and experiences for our customers.

Diversity and inclusion aren't just buzzwords at arenaflex — they're fundamental to who we are and how we operate. We believe that diverse perspectives lead to better ideas, stronger teams, and more innovative solutions. We actively seek candidates from all backgrounds and are committed to creating an inclusive environment where everyone can thrive and contribute their unique perspectives.

Our culture is fast-paced, ambitious, and customer-obsessed, but it's also supportive, collaborative, and genuinely fun. We celebrate wins together, learn from challenges collectively, and never lose sight of why we do what we do: to create exceptional experiences for sports fans everywhere.

Compensation and Benefits Package

We know that attracting top talent requires offering a comprehensive and competitive compensation package. At arenaflex, we take care of our people and provide benefits that support both professional and personal well-being:

• Competitive Salary: Our target starting base salary range for this position is between $64,000 and $75,000, with the exact offer depending on factors such as skills, experience, and qualifications. We believe in fair compensation that reflects the value you bring to the organization.
• Target Equity: In addition to base salary, you'll receive target equity in arenaflex, giving you a direct stake in the company's success. As we continue our rapid growth trajectory, your equity could become a significant component of your overall compensation.
• Unlimited PTO: We offer unlimited paid time off because we trust our team members to manage their time responsibly and maintain a healthy work-life balance. We're extremely flexible with time off requests, with the exception of the first few weeks before and into the NFL season, when we need full team availability due to peak customer demand.
• Generous Parental Leave: We provide 16 weeks of fully paid parental leave, supporting new parents during this important life transition. This benefit applies to all new parents, regardless of gender, and reflects our commitment to family-friendly policies.
• Home Office Stipend: A $500 home office allowance to help you set up or enhance your remote workspace. We want you to be comfortable and productive in your home environment, and this stipend can be used for equipment, furniture, or other home office needs.
• Comprehensive Health Benefits: We offer company-paid health, dental, and vision plan options for employees and their dependents. Your health and well-being are important to us, and we provide comprehensive coverage to support you and your family.
• Financial Wellness: A 5% 401(k) match to help you save for retirement. Additionally, we offer Flexible Spending Accounts (FSA) that allow you to set aside pre-tax dollars for eligible healthcare and dependent care expenses.
• Work-Life Integration: Our flexible, remote-first approach to work enables you to integrate your professional and personal life in a way that works best for you. We prioritize results over rigid schedules and trust our team members to manage their time effectively.

Important Considerations

Please note that this position may require sports betting licensure based on certain state regulations. If licensure is required for your location, arenaflex will provide guidance and support through the application process. We comply with all relevant regulations and ensure that our team members meet any necessary licensing requirements.

Equal Opportunity Commitment

arenaflex is an equal opportunity employer committed to creating a diverse and inclusive workplace. We don't discriminate on the basis of creed, race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, citizenship status, physical or mental disability, genetic information, marital status, veteran status, or any other legally protected characteristic. We believe that diversity makes us stronger and that every perspective adds value to our team and our products.

Ready to Lead the Future of Customer Support at arenaflex?

This is more than just a job — it's an opportunity to lead a critical function at one of the most exciting companies in the fastest-growing industry in America. You'll shape customer experiences, develop team members, and contribute directly to arenaflex's continued growth and success. You'll work with talented, passionate people who are building something truly special.

If you're a proven customer support leader who thrives in fast-paced environments, cares deeply about team development, and wants to make a meaningful impact at a company that's redefining sports gaming, we want to hear from you. Join us in building the future of sports fandom, one exceptional customer experience at a time.

At arenaflex, we believe sports are for everyone — and we're building a tomorrow for every fan. Come help us create that future. Apply today and take the first step toward an exciting and rewarding career with arenaflex.