Experienced Customer Service Team Lead – Nights & Weekends

At arenaflex, we're dedicated to delivering exceptional experiences to our customers and clients. As a Team Lead of Customer Service Nights and Weekends, you'll play a vital role in shaping the future of our customer service team. If you're passionate about leading high-performing teams, driving productivity, and exceeding customer satisfaction, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions in the entertainment industry. We're committed to revolutionizing the way people experience live events, and our customer service team is at the forefront of this mission. As a Team Lead, you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.

Job Summary

As a Team Lead of Customer Service Nights and Weekends, you'll supervise and coach a fast-paced team to provide an exceptional experience to our customers and clients. You'll lead your team to success by producing and implementing new ideas to increase productivity, increase customer satisfaction, and utilize data to make operational improvements. You'll oversee day-to-day operations, monitor open orders, intervene as necessary to correct problems, provide support and decisioning for the team, and ensure Key Performance Indicators (KPIs) are met.

Key Responsibilities

* Supervise and coach a fast-paced team to provide an exceptional experience to our customers and clients

• Lead your team to success by producing and implementing new ideas to increase productivity, increase customer satisfaction, and utilize data to make operational improvements
• Oversee day-to-day operations, including monitoring open orders, intervening as necessary to correct problems, providing support and decisioning for the team, and ensuring KPIs are met
• Work closely with the Broker Relationship Management team and coach, develop, and provide reviews to your associates
• Build customer and client relationships, working closely with all levels of the organization
• Monitor and manage strategy to meet Service Level Agreements (SLAs) for Inbound phone, chat, and queue work
• Handle escalated broker and customer issues
• 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 in real-time, and audit agent order handling and provide feedback in 1x1 meetings
• Communicate high-level issues and fulfillment trends to upper management
• Audit agent order handling
• Interview and hire agents
• Prepare and facilitate corrective action when needed
• Approve and audit bi-weekly payroll
• Manage multiple tasks and projects simultaneously

Schedule

* 3:00 pm - 12:00 am, with Sunday and Monday off

• Hybrid model: 3 days in the office and 2 days remote

How Your Role Contributes to the Success of arenaflex

* Monitor day-to-day team operations, including queue management and inbound/outbound broker and customer communication, as well as any pending orders to ensure timely confirmation by ticket sellers

• Monitor and manage strategy to meet SLAs for Inbound phone, chat, and queue work
• Handle escalated broker and customer issues
• 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 in real-time, and audit agent order handling and provide feedback in 1x1 meetings
• Communicate high-level issues and fulfillment trends to upper management
• Audit agent order handling
• Interview and hire agents
• Prepare and facilitate corrective action when needed
• Approve and audit bi-weekly payroll
• Manage multiple tasks and projects simultaneously

Role Expectations Progression

*

Team Lead – Customer Service (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

Team Lead – Customer Service (90 days in)

+ Contribute to our 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's day-to-day activity + Display the ability to recognize and address agent errors and provide constructive feedback on how to meet their KPIs more effectively

Team Lead – Customer Service (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 as a Team Lead – Customer Service

* 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 provides competitive compensation, bonus incentives, and equity for all employees

• FLEX PTO
• 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 passionate about leading high-performing teams, driving productivity, and exceeding customer satisfaction, we want to hear from you. Apply now to become a part of the arenaflex team and help shape the future of our customer service team. Apply Job! Apply for this job