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

At arenaflex, we're on a mission to revolutionize the way people experience live events. As a leading ticket marketplace, we're committed to delivering exceptional customer experiences and exceeding our clients' expectations. We're seeking an experienced Customer Service Team Lead to join our Nights and Weekends team, where you'll play a pivotal role in driving operational excellence, customer satisfaction, and business growth.

About arenaflex

arenaflex is a dynamic and innovative company that's passionate about live events. We're a team of passionate individuals who share a common goal: to make a positive impact on our customers' lives. With a strong focus on customer satisfaction, we're committed to delivering exceptional experiences that exceed our customers' expectations. Our Nights and Weekends team is the backbone of our customer service operations, and we're looking for a seasoned leader to join our team.

Job Summary

As a Customer Service Team Lead, you'll be responsible for supervising and coaching a fast-paced team to provide exceptional customer experiences. You'll lead your team to success by producing and implementing new ideas to increase productivity, customer satisfaction, and operational efficiency. You'll work closely with our Broker Relationship Management team, coach, develop, and provide reviews to your associates, and build customer and client relationships across all levels of the organization.

Schedule and Work Environment

Our Nights and Weekends team operates from 3:00 pm to 12:00 am, with Sunday and Monday off. We offer a hybrid work model, with 3 days in the office and 2 days remote. Our office is a collaborative and dynamic space where you'll have the opportunity to work with a talented team of professionals who share your passion for customer service.

Key Responsibilities

As a Customer Service Team Lead, you'll be responsible for:

• Monitoring day-to-day team operations, including queue management, inbound/outbound broker and customer communication, and pending orders to ensure timely confirmation by ticket sellers.
• Monitoring and managing strategy to meet SLA's for Inbound phone, chat, and queue work.
• Handling escalated broker and customer issues.
• Providing real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers.
• Facilitating 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.
• Communicating high-level issues and fulfillment trends to upper management.
• Auditing agent order handling.
• Interviewing and hiring agents.
• Preparing and facilitating corrective action when needed.
• Approving and auditing bi-weekly payroll.
• Managing multiple tasks and projects simultaneously.

Role Expectations and Progression

As a Customer Service Team Lead, your role expectations will progress as follows:

• 30 days in: Complete new hire orientation, gaining the resources you need 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.
• 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 KPI's 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 positive ticket buying experience.

What You'll Bring

As a seasoned Customer Service Team Lead, you'll bring:

• 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 offers a comprehensive benefits package, including:

• 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 experienced Customer Service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our culture. Apply for this job