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 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 and growth. 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, providing a seamless and secure experience for buyers and sellers alike. With a strong focus on innovation, customer satisfaction, and employee growth, we're committed to creating a workplace that's both challenging and rewarding. As a Team Lead, you'll be part of a dynamic team that's passionate about making a difference in the lives of our customers.

Job Summary

As a Customer Service Team Lead (Nights & Weekends), you'll be responsible for leading a high-performing team of customer service representatives, providing coaching, guidance, and support to ensure exceptional customer experiences. You'll work closely with the Broker Relationship Management team, analyze data to identify trends and areas for improvement, and implement strategies to drive productivity and customer satisfaction. If you're a results-driven leader with a passion for customer service, we encourage you to apply.

Schedule and Work Environment

This is a hybrid role that requires working 3:00 pm to 12:00 am, with Sundays and Mondays off. You'll spend 3 days in the office and 2 days working remotely, allowing you to maintain a healthy work-life balance. Our office is a vibrant and collaborative space that fosters creativity, innovation, and growth.

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 1:1 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, and approving and auditing bi-weekly payroll.
• Managing multiple tasks and projects simultaneously, prioritizing tasks, and meeting deadlines.

Role Expectations and Progression

As a 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 the ability to recognize order issues and trends while monitoring agent's day-to-day activity.
• 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 in this role, 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

As a valued member of the arenaflex team, you'll enjoy:

• 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, allowing you to balance work and personal life.
• A variety of additional workplace perks, including a vibrant and collaborative work environment.

How to Apply

If you're a motivated and results-driven leader with a passion for customer service, 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