Customer Support Lead - Night Shift

Description:
? Supervise and mentor a team of 10+ customer support agents to achieve high performance
? Conduct regular one-on-ones, provide feedback, and support professional development
? Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met
? Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times
? Work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency
? Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support
? Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights
? Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution

Requirements: ? Available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays ? 3+ years in customer support... with at least 1 year in a leadership role ? Analytical mindset with the ability to interpret performance metrics and derive actionable insights ? Strong leadership, team management, and coaching abilities ? Excellent written and verbal communication skills ? Strong understanding of fantasy sports platforms, common user issues, and seasonal trends ? Proficiency with customer support tools such as Intercom, Zendesk or similar

Benefits:
? Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
? 16 weeks of fully paid parental leave
? A $500 home office allowance
? A connected virtual first culture with a highly engaged distributed workforce
? 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents

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