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

As a seasoned Customer Service Team Lead at arenaflex, you will play a pivotal role in shaping the customer experience for our valued clients and customers. In this dynamic and fast-paced environment, you will lead a high-performing team to deliver exceptional results, drive productivity, and foster a culture of excellence. If you are a results-driven leader with a passion for customer service, we invite you to join our team and contribute to the success of arenaflex. About arenaflex arenaflex is a leading provider of innovative solutions in the ticketing industry. Our mission is to deliver exceptional experiences for our customers, clients, and employees. We are committed to fostering a culture of excellence, innovation, and collaboration, and we are seeking talented individuals who share our vision. Schedule and Work Environment As a Customer Service Team Lead, you will work a hybrid schedule, with three days in the office and two days remote. Your work hours will be from 3:00 pm to 12:00 am, with Sundays and Mondays off. You will be part of a dynamic team that is passionate about delivering exceptional customer experiences. Key Responsibilities As a Customer Service Team Lead, you will be responsible for: * Supervising and coaching a fast-paced team to deliver exceptional customer experiences * Developing and implementing strategies to increase productivity, customer satisfaction, and operational efficiency * Monitoring day-to-day team operations, including queue management, inbound and outbound communication, and pending orders * Managing multiple tasks and projects simultaneously, with a focus on meeting Service Level Agreements (SLAs) for inbound phone, chat, and queue work * 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, and frequent coaching feedback * Communicating high-level issues and fulfillment trends to upper management * Auditing agent order handling and providing feedback in 1:1 meetings * Interviewing and hiring agents * Preparing and facilitating corrective action when needed * Approving and auditing bi-weekly payroll Career Growth and Learning Opportunities As a Customer Service Team Lead at arenaflex, you will have the opportunity to: * Develop advanced knowledge of ticket marketplaces and contribute to providing great experiences for our customers * Gain expertise in Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting * Participate in continued learnings to advance skill sets necessary for team goals * Play an active role in shaping the customer experience and driving operational excellence * Collaborate with cross-functional teams to achieve business objectives What You'll Bring To succeed as a Customer Service Team Lead at arenaflex, you will 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 approach to 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 are a motivated and results-driven leader with a passion for customer service, we invite you to apply for this exciting opportunity. Please submit your application through our website, and join our team at arenaflex.

What You Can Expect in the First 30, 90, and 180 Days

As a Customer Service Team Lead at arenaflex, you can expect the following progression in the first 30, 90, and 180 days:

30 Days

* Complete new hire orientation and gain 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 a positive ticket buying experience

What We're Looking For

We are seeking a motivated and results-driven leader with a passion for customer service. If you have: * Excellent knowledge of the ticket fulfillment process * Strong problem-solving and independent decision-making skills * Ability to manage multiple tasks and projects simultaneously * Proactive approach to identifying potential order problems and finding resolutions * Track record of performance and reliability Then we invite you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job