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

At arenaflex, we're passionate about delivering exceptional experiences to our customers and clients. As a Team Lead of Customer Service Nights and Weekends, you'll play a pivotal role in shaping the future of our customer service team. You'll lead a fast-paced team to provide outstanding support, drive productivity, and foster a culture of excellence. If you're a seasoned customer service professional with a passion for leadership, we want to hear from you.

About arenaflex

arenaflex is a dynamic and innovative company that's revolutionizing the way people experience live events. We're a team of passionate individuals who share a common goal: to provide unparalleled customer satisfaction and drive business growth. Our commitment to excellence is reflected in our cutting-edge technology, our talented team, and our dedication to delivering exceptional results.

Job Summary

As a Team Lead of Customer Service Nights and Weekends, you'll oversee a high-performing team that provides 24/7 support to our customers and clients. You'll be responsible for leading day-to-day operations, coaching and developing your team members, and driving operational excellence. You'll work closely with our Broker Relationship Management team and other departments to ensure seamless communication and collaboration.

Key Responsibilities

* Supervise and coach a fast-paced team to provide exceptional customer experiences

• Develop and implement new ideas to increase productivity and customer satisfaction
• Utilize data to drive operational improvements and optimize team performance
• Oversee day-to-day operations, including monitoring open orders, intervening as necessary to correct problems, and providing support and decisioning for the team
• Ensure Key Performance Indicators (KPIs) are met and work closely with the Broker Relationship Management team to achieve business objectives
• Coach, develop, and provide reviews to team members
• 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, 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 and Work Environment

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

• Work a 3:00pm-12:00am schedule with Sunday and Monday off
• Collaborate with a dynamic and supportive team in a fast-paced environment
• Enjoy a comprehensive benefits package, including competitive compensation, bonus incentives, equity, FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, monthly credits and discounts for attending live events, and a variety of additional workplace perks

Career Growth Opportunities and Learning Benefits

* Develop leadership skills and expertise in customer service and operations

• Collaborate with a talented team to drive business growth and innovation
• Enjoy ongoing training and development opportunities to advance your skills and knowledge
• Participate in bi-annual reviews, new agent training, and frequent coaching feedback to support your growth and development
• Take advantage of our comprehensive benefits package, including FLEX PTO, mental health days, and a variety of additional workplace perks

Essential Qualifications

* 3+ years of experience in customer service, preferably in a leadership role

• 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

Preferred Qualifications

* Experience working in a fast-paced, dynamic environment

• Strong communication and interpersonal skills
• Ability to work effectively in a team environment
• Experience with Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting
• Familiarity with ticket marketplaces and live events industry

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, 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

How Your Role Expectations Will Progress as a Team Lead – Customer Experience in the First 30, 90, and 180 Days *

30 Days:

+ 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:

+ 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:

+ 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 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

Apply Now

If you're a motivated and experienced customer service professional with a passion for leadership, we want to hear from you. Apply now to join our dynamic team and take your career to the next level. Apply for this job