Night & Weekend Customer Service Team Lead – Operations Management, Coaching & Data‑Driven Performance at arenaflex

About arenaflex – Shaping the Future of Live Entertainment

arenaflex is a fast‑growing leader in the live‑event marketplace, connecting fans with unforgettable experiences across concerts, sports, theater, and more. Our mission is to make every ticket purchase seamless, reliable, and enjoyable, empowering both sellers and buyers to share the magic of live events. As we continue to expand our footprint, we are looking for passionate, data‑savvy leaders who thrive in dynamic environments and can inspire teams to deliver world‑class service.

Why This Role Matters

As the Night & Weekend Customer Service Team Lead at arenaflex, you will be the driving force behind a high‑energy support team that operates during the most critical hours for our customers and ticket sellers. Your leadership will directly influence customer satisfaction, operational efficiency, and the overall reputation of arenaflex in a highly competitive market.

Key Responsibilities

• Team Supervision & Coaching: Lead, mentor, and develop a night‑shift team of customer service agents, ensuring they have the tools, knowledge, and motivation to exceed performance targets.
• Operational Oversight: Monitor daily queue activity, open orders, and inbound/outbound communications with brokers and customers to guarantee timely order confirmation.
• KPI Management: Track and drive key performance indicators such as SLA adherence, average handling time, first‑contact resolution, and customer satisfaction scores.
• Escalation Handling: Act as the primary point of contact for complex broker and customer issues, providing swift, empathetic resolutions.
• Data‑Driven Improvements: Leverage operational data to identify trends, root causes, and opportunities for process enhancements that boost productivity and satisfaction.
• Cross‑Functional Collaboration: Partner closely with the Broker Relationship Management team, Order Fulfillment agents, offshore partners, and internal departments to align goals and share insights.
• Agent Development: Conduct bi‑annual performance reviews, deliver new‑hire training, provide real‑time coaching, and audit order handling for continuous improvement.
• Recruitment & Onboarding: Interview, hire, and onboard new agents, ensuring a smooth transition into the night‑shift environment.
• Payroll & Compliance: Approve and audit bi‑weekly payroll, manage corrective actions, and uphold compliance with company policies.
• Project Management: Juggle multiple initiatives, from system upgrades to process redesigns, while maintaining day‑to‑day operational excellence.

Day‑to‑Day Activities (First 30, 90, and 180 Days)

First 30 Days – Foundations

• Complete comprehensive orientation and immerse yourself in arenaflex’s ticket marketplace ecosystem.
• Gain proficiency with workforce management tools such as arenaflex reporting, and develop a solid understanding of our order lifecycle.
• Initiate one‑on‑one coaching sessions with each team member to build rapport and assess development needs.

First 90 Days – Impact

• Introduce innovative methods or technologies that streamline order processing and improve team efficiency.
• Strengthen internal and external relationships, recognizing patterns in order issues and proactively addressing them.
• Provide constructive feedback on agent performance, helping the team consistently meet or exceed KPI targets.

First 180 Days – Mastery

• Execute refined processes that positively influence team output and customer experience.
• Lead tri‑annual performance reviews, supporting senior management with actionable insights.
• Independently resolve escalated customer concerns, ensuring a seamless ticket‑buying journey.

Essential Qualifications

• Proven experience in a supervisory or lead role within a fast‑paced customer service environment, preferably in ticketing, e‑commerce, or related industries.
• Deep understanding of ticket fulfillment processes, from order intake to final confirmation.
• Strong analytical mindset with the ability to interpret data, spot trends, and implement corrective actions.
• Exceptional problem‑solving skills and the confidence to make independent decisions under pressure.
• Demonstrated ability to manage multiple projects simultaneously while maintaining high standards of quality.
• Excellent communication and interpersonal skills, capable of building trust with agents, brokers, and senior leadership.

Preferred Qualifications

• Experience with workforce management platforms and reporting tools (e.g., arenaflex reporting).
• Background in coaching, talent development, or performance management.
• Familiarity with hybrid work models and remote team leadership.
• Track record of achieving or surpassing service level agreements and customer satisfaction metrics.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, motivate, and develop a diverse team of agents.
• Data Literacy: Comfort working with dashboards, reports, and metrics to drive decisions.
• Customer Empathy: A genuine commitment to delivering exceptional experiences for both buyers and sellers.
• Process Orientation: Keen eye for detail and a systematic approach to workflow optimization.
• Adaptability: Thrive in a rapidly changing environment, adjusting priorities as business needs evolve.
• Technical Acumen: Proficiency with ticketing platforms, CRM systems, and communication tools.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. In this role, you will have access to:

• Mentorship from senior managers and industry veterans.
• Continuous training programs covering advanced analytics, leadership strategies, and emerging technologies.
• Opportunities to transition into senior operations, product, or strategy roles as the company scales.
• Cross‑departmental projects that broaden your exposure to finance, marketing, and technology functions.

Work Environment & Culture at arenaflex

Our culture is built on collaboration, innovation, and a shared passion for live entertainment. Key aspects include:

• Hybrid Flexibility: Three days in our modern office space and two days remote, allowing you to balance focus time with in‑person collaboration.
• Inclusive Atmosphere: A diverse team where every voice is valued, and ideas are encouraged.
• Performance‑Driven Rewards: Recognition programs, bonuses, and equity participation that align your success with arenaflex’s growth.
• Well‑Being Focus: Mental health days, flexible PTO, and resources that support work‑life harmony.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary commensurate with experience, plus performance‑based bonuses.
• Equity participation, giving you a stake in the company’s future.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan with company matching.
• Generous flexible paid time off (FLEX PTO) and dedicated mental‑health days.
• Monthly credits and discounts for attending live events, letting you enjoy the very experiences you help deliver.
• Hybrid working model, modern office amenities, and a collaborative tech‑enabled environment.
• Continuous learning budget for certifications, courses, and conferences.

How to Apply

If you are ready to lead a high‑performing night‑shift team, drive operational excellence, and make a tangible impact on the live‑event industry, we want to hear from you. Join arenaflex and be part of a mission‑driven organization where your leadership will shape unforgettable experiences for millions of fans worldwide.

Apply Now and start your journey with arenaflex today!