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Customer Support Lead 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. . Please mention the word **ADVANTAGE** and tag RMTA0LjE1NC4yMDcuNTI= when applying to show you read the job post completely (#RMTA0LjE1NC4yMDcuNTI=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human..