Experienced Customer Service Team Lead (Nights & Weekends) – Driving Operational Excellence and Customer Satisfaction at arenaflex

At arenaflex, we're on a mission to revolutionize the way people experience live events. As a Customer Service Team Lead (Nights & Weekends), you'll play a pivotal role in shaping the customer experience, driving operational excellence, and fostering a culture of innovation within our fast-paced team. If you're a seasoned leader with a passion for delivering exceptional results, we want to hear from you!

About arenaflex

arenaflex is a leading provider of ticketing solutions, empowering fans to access their favorite events. Our cutting-edge platform and dedicated team work tirelessly to ensure seamless experiences for our customers and clients. As a Team Lead, you'll be part of a dynamic organization that values collaboration, creativity, and continuous improvement.

Job Summary

As a Customer Service Team Lead (Nights & Weekends), you'll oversee a high-performing team, providing guidance, coaching, and support to ensure exceptional customer experiences. You'll be responsible for driving productivity, increasing customer satisfaction, and leveraging data to inform operational improvements. Your expertise will be instrumental in shaping the customer experience, building relationships with clients, and contributing to the overall success of arenaflex.

Schedule and Work Environment

We offer a hybrid work model that balances flexibility and collaboration. As a Team Lead, you'll work 3:00 pm to 12:00 am, with Sundays and Mondays off. You'll spend 3 days in our office and 2 days working remotely, allowing you to maintain a healthy work-life balance.

Key Responsibilities

As a Customer Service Team Lead (Nights & Weekends), your primary responsibilities will include:

• Monitoring day-to-day team operations, including queue management, inbound/outbound broker and customer communication, and pending orders to ensure timely confirmation by ticket sellers.
• Developing and implementing strategies to meet Service Level Agreements (SLAs) for Inbound phone, chat, and queue work.
• Handling escalated broker and customer issues, providing real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers.
• Facilitating agent development through bi-annual reviews, new agent training, frequent coaching feedback, and auditing agent order handling and providing feedback in 1:1 meetings.
• Communicating high-level issues and fulfillment trends to upper management.
• Auditing agent order handling, interviewing and hiring agents, preparing and facilitating corrective action when needed, and approving and auditing bi-weekly payroll.
• Managing multiple tasks and projects simultaneously, prioritizing tasks, and meeting deadlines.

Career Progression and Expectations

As a Team Lead, your role expectations will progress as follows:

• 30 days in: Complete new hire orientation, gaining the resources needed to be successful. Gain advanced knowledge of how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers. Become familiar with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting. Begin having 1:1 meetings with direct reports, focusing on coaching and rapport-building.
• 90 days in: Contribute to approaches, methods, or technologies to support overall business goals and drive team efficiencies. Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives. Gain the ability to recognize order issues and trends while monitoring agent day-to-day activity.
• 180 days in: Apply methods to execute individual tasks that positively impact the team. Play an active role in continued learnings to advance skill sets necessary for team goals. Complete tri-annual reviews for direct reports in support of your Sr. Manager. Independently resolve escalated customer issues to provide a positive ticket-buying experience.

What You'll Bring

To succeed as a Customer Service Team Lead (Nights & Weekends), you'll need:

• Excellent knowledge of the ticket fulfillment process.
• Strong problem-solving and independent decision-making skills.
• Ability to manage multiple tasks and projects simultaneously.
• Proactive in identifying potential order problems and finding resolutions.
• Track record of performance and reliability.

Benefits

arenaflex offers a comprehensive benefits package, including:

• Competitive compensation and bonus incentives
• Equity for all employees
• FLEX PTO and mental health days
• Medical, dental, and vision insurance
• 401K matching
• Monthly credits and discounts for attending live events
• Hybrid working model
• Variety of additional workplace perks

How to Apply

If you're a motivated and experienced leader looking to drive operational excellence and customer satisfaction, we encourage you to apply for this exciting opportunity. Visit our careers page to learn more about arenaflex and submit your application. Apply Now! Apply for this job