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

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a seasoned Customer Service Team Lead, you'll play a pivotal role in shaping the future of our customer service operations, driving innovation, and fostering a culture of excellence. If you're a results-driven leader with a passion for customer satisfaction, we invite you to join our dynamic team and embark on an exciting journey of growth and development.

About arenaflex

arenaflex is a leading provider of innovative solutions in the ticketing industry. Our mission is to revolutionize the way people experience live events, and we're committed to delivering exceptional customer experiences that make a lasting impact. With a strong focus on customer satisfaction, we're constantly seeking talented individuals who share our passion for excellence and are eager to make a difference.

Job Summary

As a Customer Service Team Lead, you'll be responsible for leading a high-performing team of customer service representatives, providing coaching, guidance, and support to ensure exceptional customer experiences. You'll work closely with our Broker Relationship Management team, leveraging data and analytics to drive operational improvements and optimize customer satisfaction. Your expertise will be instrumental in shaping our customer service strategy, driving team productivity, and fostering a culture of excellence.

Key Responsibilities

* Supervise and coach a fast-paced team of customer service representatives to deliver exceptional customer experiences

• Develop and implement new ideas to increase productivity, customer satisfaction, and operational efficiency
• Utilize data and analytics to drive operational improvements and optimize customer satisfaction
• Collaborate with the Broker Relationship Management team to ensure seamless communication and coordination
• Monitor day-to-day team operations, including queue management, inbound/outbound communication, and pending orders
• Manage strategy to meet Service Level Agreements (SLAs) for inbound phone, chat, and queue work
• Handle escalated broker and customer issues in a timely and professional manner
• Provide real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers
• Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling
• Communicate high-level issues and fulfillment trends to upper management
• Audit agent order handling and provide feedback in 1:1 meetings
• Interview and hire agents
• Prepare and facilitate corrective action when needed
• Approve and audit bi-weekly payroll
• Manage multiple tasks and projects simultaneously

Schedule and Work Environment

* Work a hybrid schedule, with 3 days in the office and 2 days remote

• Work a 3:00 pm - 12:00 am schedule, with Sunday and Monday off
• Collaborate with a dynamic team of customer service representatives, brokers, and internal stakeholders
• Enjoy a flexible work environment that supports work-life balance and employee well-being

Career Growth Opportunities and Learning Benefits

* Develop leadership skills and expertise in customer service operations

• Collaborate with cross-functional teams to drive business growth and innovation
• Participate in ongoing training and development programs to enhance skills and knowledge
• Enjoy opportunities for career advancement and professional growth
• Receive regular feedback and coaching to support career development

Essential Qualifications

* 2+ years of experience in customer service leadership or management

• Proven track record of driving customer satisfaction and operational efficiency
• Excellent communication, coaching, and leadership skills
• 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

Preferred Qualifications

* Experience in the ticketing industry or a related field

• Knowledge of Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting
• Familiarity with data analytics and reporting tools
• Experience with coaching and developing customer service representatives
• Strong analytical and problem-solving skills

Benefits

* 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 results-driven leader with a passion for customer satisfaction, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We look forward to hearing from you! Apply Now! Apply for this job