Join Our Dynamic Team as a Customer Support Lead - Night Shift and Drive Success in the Fantasy Sports Industry
At WorkWarp, we're revolutionizing the fantasy sports landscape with innovative solutions and a passion for delivering exceptional customer experiences. As a pioneering company in the industry, we're committed to fostering a culture of excellence, collaboration, and continuous learning. We're now seeking an experienced and results-driven Customer Support Lead - Night Shift to join our remote team and play a pivotal role in shaping the future of our customer support operations.
About Us
WorkWarp is a forward-thinking organization that thrives on innovation, creativity, and a customer-centric approach. Our team is comprised of talented individuals from diverse backgrounds, united by a shared passion for fantasy sports and a commitment to delivering outstanding support to our users. As a remote-first company, we offer the flexibility to work from anywhere, while maintaining a highly engaged and connected workforce.
Job Overview
As a Customer Support Lead - Night Shift, you will be responsible for leading a high-performing team of customer support agents, driving operational excellence, and ensuring seamless customer experiences during peak hours. This is a unique opportunity to leverage your leadership skills, customer support expertise, and analytical mindset to make a tangible impact on our business.
Key Responsibilities
- Supervise and mentor a team of 10+ customer support agents to achieve high performance, providing regular feedback, coaching, and support for professional development.
- Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met, and coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times.
- Collaborate with Support Managers to optimize workflows, tools, and platforms to improve team efficiency, and identify opportunities for process improvements.
- Conduct onboarding and ongoing training sessions to equip agents with the tools and knowledge needed to provide top-tier support, and develop training materials to enhance team performance.
- Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights, providing actionable recommendations for improvement.
- Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution, and providing expert guidance to support agents.
Requirements
To succeed in this role, you will need:
- 3+ years of experience in customer support, with at least 1 year in a leadership role, preferably in the fantasy sports industry.
- Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays.
- Strong leadership, team management, and coaching abilities, with a proven track record of driving team performance and growth.
- Analytical mindset with the ability to interpret performance metrics and derive actionable insights, and excellent problem-solving skills.
- Excellent written and verbal communication skills, with the ability to effectively communicate with customers, support agents, and stakeholders.
- Strong understanding of fantasy sports platforms, common user issues, and seasonal trends, with the ability to stay up-to-date with industry developments.
- Proficiency with customer support tools such as Intercom, Zendesk, or similar, and experience with ticketing systems and CRM software.
Preferred Qualifications
- Experience working in a remote or distributed team environment, with a strong understanding of virtual collaboration tools and best practices.
- Knowledge of customer support metrics and KPIs, with the ability to analyze data and drive informed decision-making.
- Experience with training and development programs, with a focus on customer support and team performance.
Skills and Competencies
To excel in this role, you will need to possess:
- Strong leadership and team management skills, with the ability to motivate and inspire high-performing teams.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders and support agents.
- Analytical and problem-solving skills, with the ability to interpret data and drive informed decision-making.
- Customer-centric approach, with a focus on delivering exceptional customer experiences and driving customer satisfaction.
- Adaptability and flexibility, with the ability to work in a fast-paced environment and respond to changing priorities.
Career Growth Opportunities and Learning Benefits
At WorkWarp, we're committed to supporting the growth and development of our team members. As a Customer Support Lead - Night Shift, you will have opportunities to:
- Develop your leadership skills, with training and mentorship from experienced leaders.
- Enhance your customer support expertise, with access to industry-leading training and resources.
- Stay up-to-date with industry trends and developments, with opportunities for professional development and networking.
- Collaborate with cross-functional teams, with opportunities to contribute to business growth and innovation.
Work Environment and Company Culture
At WorkWarp, we pride ourselves on our connected virtual first culture, with a highly engaged and distributed workforce. As a remote team member, you will:
- Enjoy the flexibility to work from anywhere, with a focus on work-life balance.
- Be part of a collaborative and inclusive team environment, with opportunities for virtual socialization and team-building.
- Have access to cutting-edge technology and tools, with a focus on innovation and continuous improvement.
Compensation, Perks, and Benefits
We offer a competitive compensation package, with:
- A dependable salary, with opportunities for performance-based growth.
- Unlimited PTO, with flexibility to take time off when needed (with some exceptions during peak periods).
- 16 weeks of fully paid parental leave, with a focus on supporting work-life balance.
- A $500 home office allowance, to support your remote work setup.
- A connected virtual first culture, with a highly engaged and distributed workforce.
- 5% 401k match, FSA, company-paid health, dental, and vision plan options for employees and dependents.
Join Our Team!
If you're a motivated and results-driven leader with a passion for customer support, we encourage you to apply for this exciting opportunity. Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team and contribute to our mission of delivering exceptional customer experiences.
Don't miss this chance to join our dynamic team and drive success in the fantasy sports industry. Apply now and take the first step towards a rewarding career with WorkWarp!
Apply Now