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

At arenaflex, we're on a mission to revolutionize the way people experience live events. As a Customer Service Team Lead (Nights & Weekends), you'll play a pivotal role in shaping the customer experience and driving operational excellence in our fast-paced and dynamic environment. If you're a seasoned leader with a passion for delivering exceptional customer service, we want to hear from you!

About arenaflex

arenaflex is a leading online marketplace for live event tickets, connecting fans with their favorite artists, teams, and performers. Our commitment to innovation, customer satisfaction, and operational efficiency has made us a trusted partner for event organizers, artists, and fans alike. As a Team Lead in our Customer Service Nights and Weekends team, you'll be part of a high-performing team that's dedicated to providing an exceptional experience for our customers and clients.

Job Summary

As a Customer Service Team Lead (Nights & Weekends), you'll supervise and coach a fast-paced team to deliver exceptional customer experiences, drive productivity, and utilize data to inform operational improvements. You'll oversee day-to-day operations, monitor open orders, intervene as necessary to correct problems, and provide support and decisioning for your team. Your expertise will be essential in building customer and client relationships, working closely with all levels of the organization, and contributing to the success of arenaflex.

Schedule and Work Environment

Our ideal candidate will work a hybrid schedule, with 3 days in the office and 2 days remote. The office hours will be from 3:00 pm to 12:00 am, with Sunday and Monday off. This flexible schedule allows you to balance your work and personal life while still delivering exceptional results.

Key Responsibilities

As a Customer Service Team Lead (Nights & Weekends), your key responsibilities will include:

• 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 auditing agent order handling and providing 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 Team Lead in our Customer Service Nights and Weekends team, 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 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 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 a positive ticket buying experience.

What You'll Bring

As a seasoned Customer Service Team Lead (Nights & Weekends), 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 leader with a passion for delivering exceptional customer service, we want to hear from you! Apply now to join our Customer Service Nights and Weekends team at arenaflex. Apply Job! Apply for this job