Immediate Hiring: Customer Support Lead - Night Shift
Now hiring at workwarp for a pivotal Customer Support Lead - Night Shift! This is a fully Remote role, offering you the flexibility to work from anywhere. This position requires a strong and diverse skillset in relevant areas to drive success. This straightforward role comes with a dependable salary of a competitive salary.
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Description:Â 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 Apply Job!
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We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.
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