Experienced Customer Service Team Lead (Nights & Weekends) – Driving Operational Excellence and Customer Satisfaction at arenaflex
As a seasoned Customer Service Team Lead at arenaflex, you will play a pivotal role in shaping the customer experience and driving operational excellence in our fast-paced, dynamic environment. You will lead a high-performing team to deliver exceptional results, foster a culture of innovation, and contribute to the growth and success of our organization. If you are a strategic thinker, a passionate leader, and a customer-centric professional, we invite you to join our team and embark on an exciting journey at arenaflex.
About arenaflex
arenaflex is a leading provider of innovative solutions in the ticketing industry. Our mission is to deliver exceptional customer experiences, drive business growth, and foster a culture of innovation and excellence. We are committed to empowering our employees to grow, learn, and succeed in a dynamic and supportive environment.
Job Summary
As a Customer Service Team Lead at arenaflex, you will be responsible for leading a team of customer service representatives to deliver exceptional customer experiences, drive operational efficiency, and contribute to the growth and success of our organization. You will oversee day-to-day operations, monitor key performance indicators (KPIs), and work closely with cross-functional teams to achieve business objectives.
Key Responsibilities
* Lead a team of customer service representatives to deliver exceptional customer experiences, drive operational efficiency, and contribute to the growth and success of our organization.
- Monitor day-to-day team operations, including queue management, inbound and outbound communication, and pending orders to ensure timely confirmation by ticket sellers.
- Develop and implement strategies to meet Service Level Agreements (SLAs) for inbound phone, chat, and queue work.
- Handle escalated broker and customer issues, providing 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 and provide feedback in 1x1 meetings.
- Communicate high-level issues and fulfillment trends to upper management.
- Audit agent order handling and 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 schedule: 3:00 pm - 12:00 am, with Sunday and Monday off.
- Hybrid model: 3 days in the office and 2 days remote.
- Collaborative and dynamic work environment with a team of passionate professionals.
How Your Role Contributes to the Success of arenaflex
* Monitor day-to-day team operations, including queue management, inbound and outbound communication, and pending orders to ensure timely confirmation by ticket sellers.
- Develop and implement strategies to meet Service Level Agreements (SLAs) for inbound phone, chat, and queue work.
- Handle escalated broker and customer issues, providing 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 and provide feedback in 1x1 meetings.
- Communicate high-level issues and fulfillment trends to upper management.
- Audit agent order handling and 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 and Progression
* 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 will 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.
- 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 ability to recognize order issues and trends while monitoring agent's day-to-day activity. Display ability to recognize and address agent errors and provide constructive feedback on how to meet their KPIs more effectively.
- 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 Customer Service Team Lead
* 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
* Competitive compensation, bonus incentives, and equity for all employees.
- FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and monthly credits and discounts for attending live events.
- Hybrid working model and a variety of additional workplace perks.
How to Apply
If you are a motivated and customer-centric professional looking for a challenging and rewarding role, we invite you to apply for the Customer Service Team Lead position at arenaflex. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply for this job