Customer Support Lead at Underdog Sports

About the role:

• 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

Who you are:

• 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

Even better if you have:

• Strong understanding of fantasy sports platforms, common user issues, and seasonal trends
• Proficiency with customer support tools such as Intercom, Zendesk or similar

Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. The starting base salary will depend on a number of factors including the candidate’s skills and experience, among other things.

What we can offer you:

• 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