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, driving operational excellence, and fostering a culture of innovation within our fast-paced team. 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 buyers and sellers in a seamless and secure environment. Our commitment to innovation, customer satisfaction, and operational excellence has earned us a reputation as a trusted partner in the ticketing industry. As a Team Lead, you'll be part of a dynamic team that's dedicated to pushing the boundaries of what's possible in customer service.
**Job Summary**
As a Customer Service Team Lead, Nights & Weekends, you'll oversee a high-performing team of customer service representatives, providing guidance, coaching, and support to ensure exceptional customer experiences. You'll be responsible for monitoring day-to-day operations, implementing process improvements, and driving team productivity. Your expertise will be essential in building strong relationships with customers, brokers, and internal stakeholders, while maintaining a deep understanding of our ticket fulfillment process.
**Schedule and Work Environment**
Our hybrid model offers the perfect blend of flexibility and collaboration. You'll work 3 days in our office and 2 days remotely, with Sundays and Mondays off. This schedule allows you to maintain a healthy work-life balance while still being an integral part of our team.
**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.
* Developing and implementing strategies to meet Service Level Agreements (SLAs) 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, 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 and preparing corrective action when needed.
* Approving and auditing bi-weekly payroll.
* Managing multiple tasks and projects simultaneously.
**Career Growth and Learning Opportunities**
As a Team Lead, you'll have the opportunity to progress through a structured development program, with clear expectations and goals for the first 30, 90, and 180 days. You'll gain advanced knowledge of our ticket marketplaces, Work Force Management tools, and customer service best practices. Our comprehensive training program will equip you with the skills and expertise needed to excel in your role and beyond.
**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-building.
**Team Lead – Customer Service (90 days in)**
* Contribute to 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 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**
To succeed as a Customer Service Team Lead, Nights & Weekends, you'll need:
* 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**
At arenaflex, we offer 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 leader looking for a new challenge, we want to hear from you. Apply now to join our dynamic team and help shape the future of customer service at arenaflex.
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