Customer Service Team Lead – Night & Weekend Operations, Team Coaching, and Client Experience Excellence at arenaflex

About arenaflex – Shaping the Future of Live Entertainment

arenaflex is a fast‑growing leader in the live‑event ticket marketplace, connecting millions of fans with unforgettable experiences every day. Our platform powers the seamless buying and selling of tickets for concerts, sports, theater, and festivals worldwide. As we continue to expand our footprint, we are looking for passionate, data‑driven leaders who can inspire high‑performing teams and deliver world‑class service to both sellers and buyers. Join a company where innovation meets hospitality, and where your impact is measured by the smiles of fans who finally get to see their favorite artists live.

Why This Role Matters

The Customer Service Team Lead – Nights & Weekends is the engine that drives our after‑hours support operations. You will supervise a dynamic team that works when most people are off the clock, ensuring that every ticket order, broker interaction, and customer inquiry is handled with speed, accuracy, and empathy. Your leadership will directly influence key performance indicators (KPIs), seller satisfaction, and the overall reputation of arenaflex in a highly competitive market.

Key Responsibilities

Operational Leadership (Day‑to‑Day)

• Oversee nightly and weekend queue management, monitoring inbound phone, chat, and email traffic to meet or exceed service level agreements (SLAs).
• Track open orders, intervene proactively to resolve bottlenecks, and ensure timely confirmation by ticket sellers.
• Collaborate closely with the Broker Relationship Management team to align on expectations, resolve escalated broker issues, and maintain strong partnership health.
• Utilize data from ADP, InContact, and Freshdesk reporting tools to identify trends, forecast workload, and drive continuous operational improvements.
• Approve and audit bi‑weekly payroll for the night‑shift team, ensuring accuracy and compliance with company policies.

Team Development & Coaching

• Conduct bi‑annual performance reviews, provide real‑time coaching, and develop individualized development plans for each associate.
• Lead new‑agent onboarding, delivering comprehensive training on ticket fulfillment processes, arenaflex systems, and customer‑centric communication techniques.
• Facilitate regular 1‑on‑1 meetings to build rapport, address performance gaps, and celebrate successes.
• Audit agent order handling, deliver constructive feedback, and implement corrective actions when necessary.
• Participate in the recruitment cycle: interview, hire, and integrate new agents into the night‑shift roster.

Strategic Communication & Reporting

• Escalate high‑impact issues to senior management, presenting clear analysis of fulfillment trends and recommended mitigation strategies.
• Prepare and deliver weekly operational dashboards that highlight KPI performance, SLA adherence, and emerging risk areas.
• Act as the primary point of contact for offshore BPO partners, coordinating support for order fulfillment and ensuring alignment with arenaflex standards.

Continuous Improvement & Project Management

• Identify opportunities to streamline processes, reduce order errors, and enhance the overall customer journey.
• Lead cross‑functional projects that may involve technology upgrades, workflow redesigns, or policy revisions.
• Manage multiple initiatives simultaneously while maintaining focus on day‑to‑day operational excellence.

Performance Milestones – First 30, 90, and 180 Days

First 30 Days – Foundations

• Complete new‑hire orientation and immerse yourself in arenaflex’s ticket marketplace ecosystem.
• Gain proficiency with Workforce Management tools (ADP, InContact, Freshdesk) and understand the end‑to‑end ticket fulfillment lifecycle.
• Initiate 1‑on‑1 coaching sessions with each direct report to establish trust and set early performance expectations.

First 90 Days – Impact

• Implement at least one process improvement that demonstrably reduces order handling time or error rates.
• Develop strong internal and external relationships, leveraging them to resolve emerging challenges and drive team efficiency.
• Demonstrate the ability to recognize order‑related trends, provide actionable feedback, and coach agents toward higher KPI attainment.

First 180 Days – Mastery

• Lead tri‑annual performance reviews for your team, delivering balanced feedback and actionable development plans.
• Independently resolve complex escalated customer or broker issues, ensuring a positive ticket‑buying experience.
• Champion a culture of continuous learning by facilitating knowledge‑sharing sessions and encouraging skill‑building initiatives.

Essential Qualifications

• Minimum 3 years of experience in a customer service or operations leadership role, preferably within a high‑volume ticketing, e‑commerce, or SaaS environment.
• Demonstrated expertise in ticket fulfillment processes, including order validation, seller communication, and issue resolution.
• Strong analytical mindset with the ability to interpret operational data and translate insights into actionable strategies.
• Proven track record of meeting or exceeding KPI targets such as SLA compliance, first‑contact resolution, and customer satisfaction scores.
• Excellent verbal and written communication skills, with the ability to influence stakeholders at all organizational levels.

Preferred Qualifications & Additional Skills

• Experience working night‑shift or weekend schedules in a fast‑paced contact‑center environment.
• Familiarity with workforce management platforms (e.g., ADP, NICE inContact) and ticketing support tools (e.g., Freshdesk, Zendesk).
• Certification in project management (PMP, Agile) or people‑management (SHRM‑CP, CPLP) is a plus.
• Ability to coach, mentor, and develop a diverse team, fostering an inclusive and high‑performing culture.
• Comfort with remote‑first or hybrid work models, demonstrating self‑discipline and effective virtual collaboration.

Core Competencies for Success

• Problem Solving: Quickly diagnose order issues, anticipate potential roadblocks, and implement effective solutions.
• Decision‑Making: Exercise independent judgment while balancing customer satisfaction, seller expectations, and company policies.
• Multi‑Tasking: Juggle concurrent projects, operational demands, and team coaching responsibilities without compromising quality.
• Data‑Driven Mindset: Leverage reporting tools to monitor performance, identify trends, and drive continuous improvement.
• Leadership Presence: Inspire confidence, maintain composure under pressure, and model the service standards expected at arenaflex.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. As a Night & Weekend Customer Service Team Lead, you will have access to:

• Mentorship programs with senior operations executives.
• Internal training libraries covering advanced analytics, conflict resolution, and emerging contact‑center technologies.
• Opportunities to transition into senior management roles such as Operations Manager, Director of Customer Experience, or Product Operations Lead.
• Cross‑functional projects that expose you to product development, marketplace strategy, and vendor management.

Work Environment & Culture at arenaflex

Our culture blends the excitement of live entertainment with the rigor of a high‑performing tech organization. Key aspects include:

• Hybrid Flexibility: Three days per week in our modern office spaces (located in major metropolitan hubs) and two days remote, empowering you to balance collaboration with focused work.
• Team‑Centric Atmosphere: Regular virtual coffee chats, team‑building events, and an open‑door policy that encourages ideas from every level.
• Diversity & Inclusion: A commitment to building a workforce that reflects the global fan community we serve.
• Passion for Live Events: Employees receive discounted tickets, monthly credits for attending concerts, sports games, and theater productions, fostering a shared love for the industry.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base salary commensurate with experience, plus performance‑based bonuses.
• Equity participation, giving you a stake in the company’s long‑term success.
• Flexible Paid Time Off (FLEX PTO) and dedicated mental‑health days.
• Comprehensive medical, dental, and vision coverage for you and eligible dependents.
• 401(k) retirement plan with company matching contributions.
• Monthly credits and discounts for live‑event tickets, allowing you to enjoy the very experiences we help fans access.
• Hybrid work model, modern office amenities, and a suite of wellness programs.

How to Apply

If you thrive in a high‑energy environment, love solving complex operational challenges, and are eager to lead a night‑shift team that makes a tangible difference for fans worldwide, we want to hear from you. Submit your application today and become a pivotal part of arenaflex’s mission to bring unforgettable moments to life.

Apply Now – Join arenaflex!