Underdog Sports is hiring a
Remote Customer Support Lead
About the role:\n\n\n* Supervise and mentor a team of 10+ customer support agents to achieve high performance\n\n* Conduct regular one-on-ones, provide feedback, and support professional development\n\n* Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met\n\n* Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times\n\n* Work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency\n\n* Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support\n\n* Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights\n\n* Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution\n\n\n\nWho you are:\n\n\n* Available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays\n\n* 3+ years in customer support, with at least 1 year in a leadership role\n\n* Analytical mindset with the ability to interpret performance metrics and derive actionable insights\n\n* Strong leadership, team management, and coaching abilities\n\n* Excellent written and verbal communication skills\n\n\n\nEven better if you have:\n\n\n* Strong understanding of fantasy sports platforms, common user issues, and seasonal trends\n\n* Proficiency with customer support tools such as Intercom, Zendesk or similar\n\n\n\n\n\nOur 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.\nWhat we can offer you:\n\n\n* Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)\n\n* 16 weeks of fully paid parental leave\n\n* A $500 home office allowance\n\n* A connected virtual first culture with a highly engaged distributed workforce\n\n* 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents \n\n\n \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Swift and Swift jobs that are similar:\n\n
$80,000 — $120,000/year\n
\n\n#Benefits\n
💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nBrooklyn, New York, United States
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