Customer Support Lead – Night Shift Operations & Team Performance Manager | Remote, USA

About arenaflex

arenaflex is a forward-thinking, virtual-first organization that thrives on innovation, collaboration, and a deep commitment to delivering exceptional customer experiences. As a leader in the fantasy sports and digital entertainment industry, arenaflex connects millions of passionate users to the games and platforms they love. Our success is built on the dedication of our support teams, who serve as the voice and backbone of our brand. We are now seeking a dynamic, results-driven Customer Support Lead – Night Shift Operations & Team Performance Manager to join our growing remote workforce and lead our overnight support team to new heights of excellence.

This is more than a typical lead role. It is an opportunity to shape the after-hours support experience for an engaged, high-energy user base that depends on arenaflex for unforgettable moments during peak seasons. If you are a natural coach, a strategic thinker, and someone who thrives in fast-paced environments, this role offers the platform, autonomy, and support to make a lasting impact.

Position Summary

The Customer Support Lead – Night Shift Operations & Team Performance Manager is responsible for supervising, mentoring, and empowering a team of 10+ customer support agents who work during evening and overnight hours. Reporting to the Support Manager, this role ensures that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded, while fostering a culture of continuous improvement, professional development, and customer obsession. The ideal candidate combines operational rigor with a genuine passion for coaching and a strong understanding of the fantasy sports landscape.

Key Responsibilities

Team Leadership & People Development

• Supervise, mentor, and inspire a team of 10+ customer support agents working night shift schedules, cultivating a high-performance, accountable, and supportive team culture.
• Conduct regular one-on-one meetings to provide constructive feedback, track individual growth, address challenges, and align personal development goals with team objectives.
• Identify training needs and design or facilitate onboarding and ongoing training sessions that equip agents with the knowledge, tools, and confidence to deliver top-tier support.
• Support career progression by recognizing high performers, recommending internal advancement opportunities, and serving as a trusted advisor for team members.

Operational Excellence & Workflow Management

• Oversee day-to-day operations of the night shift support team, ensuring all SLAs, KPIs, and quality benchmarks are met during peak traffic periods.
• Coordinate daily tasks, workflows, shift rotations, and coverage schedules to maintain smooth operations across evenings, weekends, and holidays.
• Partner closely with Support Managers and cross-functional stakeholders to optimize workflows, tools, and platforms, driving measurable improvements in team efficiency and customer satisfaction.
• Monitor ticket queues in real time, redistribute workload as needed, and proactively address bottlenecks before they impact service quality.

Customer Experience & Escalation Management

• Serve as the primary point of contact for escalated, complex, or high-priority tickets, ensuring swift, empathetic, and effective resolution.
• Champion a customer-first mindset across the team, modeling best-in-class communication and problem-solving during high-pressure situations.
• Analyze recurring customer issues and partner with product, engineering, and content teams to advocate for long-term solutions that improve the user experience.

Reporting, Analytics & Continuous Improvement

• Prepare and deliver regular performance reports covering team productivity, customer satisfaction scores (CSAT, NPS), response times, resolution rates, and key qualitative insights.
• Interpret performance metrics, identify trends, and translate data into actionable recommendations for process improvements and strategic decision-making.
• Stay informed on seasonal trends within the fantasy sports industry, including NFL, NBA, MLB, and other major sporting events, to anticipate spikes in volume and adjust team capacity accordingly.

Essential Qualifications

• Experience: A minimum of 3+ years in a customer support environment, with at least 1 year in a formal leadership, supervisory, or team lead role.
• Availability: Willingness and ability to work between 4:00 PM and 12:00 AM EST or 6:00 PM and 2:00 AM EST, including weekends and holidays. Flexibility to adjust hours during peak seasons is essential.
• Industry Knowledge: Strong understanding of fantasy sports platforms, common user issues, terminology, and seasonal trends that influence support demand.
• Tools Proficiency: Hands-on experience with customer support platforms such as Intercom, Zendesk, Freshdesk, or similar ticketing and live chat systems.
• Communication: Exceptional written and verbal communication skills, with the ability to convey complex information clearly, empathetically, and professionally.

Preferred Qualifications

• Prior experience managing remote or distributed support teams across multiple time zones.
• Familiarity with workforce management (WFM) tools, scheduling software, and performance dashboards.
• Experience working in a virtual-first or fully remote organization.
• A passion for sports, gaming, or fantasy entertainment industries.
• Background in process improvement methodologies such as Lean, Six Sigma, or similar frameworks.

Core Skills & Competencies

• Leadership Presence: The ability to lead by example, inspire trust, and motivate a team through both calm and high-pressure moments.
• Analytical Mindset: Comfort with interpreting dashboards, deriving insights from data, and making informed decisions that improve team outcomes.
• Coaching Acumen: A natural ability to mentor, develop talent, and foster a growth-oriented environment where agents can thrive.
• Adaptability: Comfortable navigating shifting priorities, seasonal surges, and evolving customer expectations.
• Problem-Solving: Resourceful and solutions-oriented, with a track record of resolving escalations effectively and preventing repeat issues.
• Collaboration: A team player who builds strong relationships with peers, leadership, and cross-functional partners.

Career Growth & Learning Opportunities

At arenaflex, we believe that great leaders are grown, not found. As a Customer Support Lead, you will have access to a robust professional development ecosystem designed to accelerate your career. From leadership training programs and mentorship opportunities to cross-functional project involvement and conference attendance, we invest in your growth. Many of our Leads have progressed into Support Management, Operations, and Senior Leadership roles, and we are committed to creating clear, transparent pathways for advancement. You will work alongside experienced leaders who are eager to share knowledge, support your goals, and celebrate your wins.

Work Environment & Company Culture

arenaflex is a virtual-first company, meaning our team members are empowered to work from anywhere in the United States while staying deeply connected through intentional culture-building. We host regular virtual team events, in-person offsites, and engagement programs that keep our distributed workforce aligned, energized, and collaborative. Our culture is defined by transparency, accountability, curiosity, and a shared passion for delivering outstanding customer experiences. We celebrate diversity, champion inclusion, and believe that the best ideas come from teams with varied perspectives and backgrounds.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package and a comprehensive benefits suite designed to support your health, well-being, and financial future, including:

• Unlimited Paid Time Off (PTO): We trust our team members to manage their time responsibly, with flexibility to recharge when needed, with the exception of a few critical weeks before and during the NFL season.
• Fully Paid Parental Leave: 16 weeks of fully paid parental leave for all new parents to bond with their growing families.
• Home Office Allowance: A one-time $500 stipend to help you create a comfortable, productive remote workspace.
• Retirement Savings: A 5% 401(k) match to help you build long-term financial security.
• Health & Wellness: Company-paid health, dental, and vision insurance plan options for employees and their dependents, along with Flexible Spending Account (FSA) options.
• Connected Culture: A highly engaged, distributed workforce that values collaboration, communication, and community, supported by regular virtual events and team-building experiences.

Why Join arenaflex?

Joining arenaflex means becoming part of a company that genuinely values its people and its customers in equal measure. You will have the opportunity to lead a talented team, shape the night shift support experience for a passionate user base, and grow your career in a thriving industry. If you are a motivated leader who thrives in dynamic environments, loves coaching teams to success, and wants to make a meaningful impact at a company that invests in its people, we want to hear from you.

How to Apply

Ready to take the next step in your career and lead a high-performing night shift team at arenaflex? We encourage you to apply today by submitting your resume and a brief cover letter outlining your leadership experience and passion for customer support. At arenaflex, we are committed to building a diverse and inclusive workforce, and we welcome applicants from all backgrounds. Come be a part of something extraordinary.