Customer Support Lead – Night Shift (4 PM – 12 AM EST) – Team Management, Performance Analytics & Fan Experience for Sports Gaming at arenaflex

Why arenaflex?

At arenaflex we are redefining the way millions of American sports fans interact with their favorite games. Founded in 2020, our fast‑growing sports gaming platform has already delivered four of the most widely played fantasy sports titles and launched the groundbreaking arenaflex Sportsbook—the only sportsbook built on our proprietary technology stack. This unique advantage lets us innovate faster, create richer player experiences, and stay ahead of the competition.

Backed by world‑class investors such as Mark Cuban, Kevin Durant, BlackRock, and SV Angel, arenaflex has surged to a near‑$500 million valuation in just two years. Our growth trajectory shows no signs of slowing, and we are on a mission to become the dominant force in the sports gaming space. If you share a passion for sports, technology, and delivering exceptional customer experiences, you’ll find a home at arenaflex.

About the Role

We are seeking a dynamic, results‑driven Customer Support Lead to head our night‑shift support team. In this pivotal position you will mentor a group of 10+ agents, drive operational excellence, and ensure that every fan receives the help they need—quickly, accurately, and with a smile. Your leadership will directly influence key performance indicators (KPIs), service‑level agreements (SLAs), and overall customer satisfaction across our fantasy sports and sportsbook products.

Key Responsibilities

• Team Leadership & Development: Supervise, coach, and inspire a night‑shift team of 10+ support agents, conducting regular one‑on‑ones, delivering constructive feedback, and fostering professional growth.
• Operational Oversight: Manage day‑to‑day support operations, ensuring that SLAs and KPIs are consistently met, especially during peak game days and high‑traffic events.
• Shift & Workflow Coordination: Design and adjust shift schedules, task allocations, and workflow processes to maintain seamless coverage from 4 PM to 12 AM EST (or 6 PM to 2 AM EST), including weekends and holidays.
• Collaboration with Management: Partner closely with Support Managers to refine tools, platforms, and processes, driving efficiency and reducing ticket resolution times.
• Training & Onboarding: Lead onboarding sessions for new hires and ongoing training initiatives, ensuring agents are equipped with product knowledge, troubleshooting techniques, and communication best practices.
• Reporting & Insight Generation: Produce regular performance reports, track customer satisfaction metrics, and translate data into actionable insights for continuous improvement.
• Escalation Management: Serve as the primary point of contact for escalated or high‑priority tickets, coordinating rapid resolution and maintaining clear communication with affected users.
• Tool & Platform Optimization: Evaluate and recommend enhancements to support tools such as Intercom, Zendesk, or comparable systems to improve agent productivity.

Who You Are

• Available to work night‑shift hours (4 PM – 12 AM EST or 6 PM – 2 AM EST) and flexible for weekends and holidays.
• Minimum of 3 years experience in customer support, with at least 1 year in a supervisory or lead role.
• Analytical mindset capable of interpreting performance data and extracting meaningful, actionable insights.
• Proven leadership, coaching, and team‑building abilities, with a track record of elevating agent performance.
• Exceptional written and verbal communication skills, able to convey complex information clearly and empathetically.

Nice‑to‑Have Extras

• Deep familiarity with fantasy sports platforms, common user issues, and seasonal usage patterns.
• Hands‑on experience with leading customer support tools such as Intercom, Zendesk, Freshdesk, or similar solutions.
• Understanding of sports betting regulations and the ability to obtain a betting licensure where required.

Essential Qualifications

• Leadership Experience: Demonstrated ability to manage and develop a remote or hybrid support team, fostering a culture of accountability and continuous improvement.
• Performance Analytics: Comfort working with dashboards, ticketing metrics, and customer satisfaction scores to drive data‑informed decisions.
• Customer‑Centric Mindset: Passion for delivering world‑class service and a genuine desire to help sports fans enjoy their gaming experience.
• Technical Proficiency: Ability to quickly learn and navigate internal tools, CRM platforms, and product knowledge bases.
• Flexibility & Resilience: Capacity to thrive in a fast‑paced, high‑growth environment while maintaining composure under pressure.

Preferred Skills & Competencies

• Project management experience, especially in process improvement initiatives.
• Experience scaling support operations during rapid user growth phases.
• Strong written communication, with the ability to craft clear, concise, and friendly responses.
• Knowledge of the broader sports gaming ecosystem, including fantasy leagues, sportsbooks, and emerging trends.
• Ability to mentor and develop talent remotely, leveraging virtual collaboration tools.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Customer Support Lead you will have access to:

• Leadership training programs and mentorship from senior executives.
• Cross‑functional exposure to product, engineering, and marketing teams, broadening your industry expertise.
• Opportunities to lead high‑impact projects, such as new tool implementations or process redesigns.
• Clear pathways to senior management roles, including Director of Customer Experience or Head of Support Operations.
• Continuous learning stipends for certifications, conferences, or online courses related to customer service, analytics, or sports technology.

Work Environment & Culture at arenaflex

Our culture is built on flexibility, collaboration, and a shared love for sports. We operate a virtual‑first environment, empowering employees to work from anywhere while staying deeply connected through regular video huddles, virtual coffee chats, and team‑wide events. The night‑shift team enjoys a supportive community, with dedicated channels for sharing wins, troubleshooting challenges, and celebrating milestones.

We champion diversity and inclusion, believing that a variety of perspectives fuels innovation. 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.

Compensation, Perks & Benefits

• Base Salary: $64,000 – $75,000, commensurate with experience and skill set.
• Equity: Target equity package aligning your success with the company’s growth.
• 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 allowance to set up an ergonomic remote workspace.
• Health & Wellness: Company‑paid health, dental, and vision plans for employees and dependents.
• Retirement Savings: 5% 401(k) match, plus Flexible Spending Account (FSA) options.
• Learning & Development: Access to internal training resources, external courses, and industry conferences.
• Virtual Community: Regular team‑building activities, game nights, and sports‑themed events to keep the camaraderie alive.

How to Apply

If you are ready to lead a high‑performing night‑shift support team, shape the future of sports gaming, and grow your career with a visionary company, we want to hear from you. Click the link below to submit your application and become part of the arenaflex family.

Apply Job!

Join arenaflex and Make an Impact

At arenaflex, every fan’s experience matters, and your leadership will be the catalyst that turns challenges into memorable moments. Bring your expertise, passion for sports, and commitment to excellence—together we’ll build the next generation of gaming experiences for fans worldwide.