Experienced Remote Customer Support Lead – Night Shift Opportunity for a Dynamic Sports Gaming Company

Introduction to Underdog

Imagine being part of a revolutionary sports gaming company that is changing the face of the industry. Underdog, the fastest-growing sports gaming company ever, is on a mission to build innovative games and products for American sports fans. Founded in 2020, our team has achieved unprecedented success, launching four of today's most widely played fantasy games and recently introducing our Underdog Sportsbook. We're proud to be the only sportsbook to launch on our own home-grown technology, enabling us to create unique and innovative experiences. Our goal is to become the biggest company in our space, and we're looking for talented individuals to join our team and help us achieve this vision.

About the Role

We're seeking an experienced Customer Support Lead to join our team, working from the comfort of your own home on a night shift schedule. As a Customer Support Lead, you will play a critical role in supervising and mentoring a team of 10+ customer support agents, ensuring they achieve high performance and provide top-tier support to our customers. Your expertise and leadership will be essential in driving our customer support team's success, and we're excited to find the right candidate to join our dynamic team.

Key Responsibilities

• Supervise and mentor a team of customer support agents to achieve high performance, providing regular feedback and coaching to ensure their success
• Conduct regular one-on-ones, performance reviews, and support professional development to help agents grow in their roles
• Oversee day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met, and making adjustments as needed to optimize performance
• Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times, including weekends and holidays
• Collaborate with Support Managers to optimize workflows, tools, and platforms, improving team efficiency and effectiveness
• Develop and deliver onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide exceptional support
• Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights, using data to inform decisions and drive improvements
• Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution, and providing exceptional customer experiences

Who You Are

To be successful in this role, you should have:

• Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays, with a flexible schedule to accommodate our customers' needs
• 3+ years of experience in customer support, with at least 1 year in a leadership role, demonstrating your ability to lead and manage high-performing teams
• An analytical mindset with the ability to interpret performance metrics and derive actionable insights, using data to inform decisions and drive improvements
• Strong leadership, team management, and coaching abilities, with a passion for developing and growing your team members
• Excellent written and verbal communication skills, with the ability to communicate complex information in a clear and concise manner

Nice to Have

• A strong understanding of fantasy sports platforms, common user issues, and seasonal trends, with the ability to apply this knowledge to improve our customer support operations
• Proficiency with customer support tools such as Intercom, Zendesk, or similar, with the ability to quickly learn and adapt to new technologies

What We Offer

In return for your hard work and dedication, we offer a competitive salary range of $64,000 to $75,000, plus target equity, with the opportunity to grow and develop your career in a dynamic and fast-paced industry. Our benefits package includes:

• Unlimited PTO, with a flexible schedule to accommodate your needs, because we trust you to manage your time effectively
• 16 weeks of fully paid parental leave, because we believe in supporting our employees through all stages of life
• A $500 home office allowance, to help you create a comfortable and productive work environment
• A connected virtual first culture with a highly engaged distributed workforce, where you'll be part of a dynamic and collaborative team
• 5% 401k match, FSA, company-paid health, dental, vision plan options for employees and dependents, because we care about your well-being and financial security

Our Culture

At Underdog, we believe that sports are for everyone, and we're building a tomorrow for every fan. We're committed to creating a workplace culture that is inclusive, diverse, and supportive, where everyone can thrive and grow. We're an equal opportunity employer and don't discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic. Our team is passionate, driven, and dedicated to making a difference in the sports gaming industry, and we're looking for like-minded individuals to join us on this journey.

Join Our Team

If you're a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards joining our dynamic team!

Apply Now

Ready to join the Underdog team and start your new career as a Customer Support Lead? Click the link below to apply now and take the first step towards an exciting and rewarding career in the sports gaming industry.