Experienced Customer Service Team Lead (Nights & Weekends) – Driving Operational Excellence at arenaflex
At arenaflex, we're on a mission to revolutionize the way people experience live events. As a key member of our Customer Service team, you'll play a vital role in delivering exceptional experiences to our customers and clients. We're seeking an experienced Customer Service Team Lead to join our Nights and Weekends team, leading a fast-paced team to success and driving operational excellence.
About arenaflex
arenaflex is a leading online marketplace for live event tickets, connecting buyers and sellers in a seamless and secure environment. Our innovative platform has disrupted the traditional ticketing industry, providing unparalleled convenience and choice for customers. With a strong focus on customer satisfaction, we're committed to delivering exceptional experiences that exceed our customers' expectations.
Job Summary
As a Customer Service Team Lead, you'll be responsible for supervising and coaching a high-performing team to provide exceptional customer experiences. You'll lead by example, implementing new ideas to increase productivity, customer satisfaction, and operational efficiency. Your expertise will be instrumental in driving business growth, improving customer relationships, and enhancing the overall customer experience.
Key Responsibilities
* Supervise and coach a fast-paced team to deliver exceptional customer experiences
- Develop and implement new ideas to increase productivity, customer satisfaction, and operational efficiency
- Monitor day-to-day team operations, including queue management, inbound/outbound broker and customer communication, and pending orders
- Manage strategy to meet SLA's 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
- 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 schedule: 3:00 pm - 12:00 am, with Sunday and Monday off
- Hybrid model: 3 days in the office and 2 days remote
- Collaborative and dynamic work environment with a focus on customer satisfaction and operational excellence
How Your Role Contributes to the Success of arenaflex
* Monitor day-to-day team operations to ensure timely confirmation of orders by ticket sellers
- Develop and implement strategies to meet SLA's for Inbound phone, chat, and queue work
- Handle escalated broker and customer issues to provide positive ticket buying experiences
- 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
- 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
Role Expectations Progression
* 30 days in: Complete new hire orientation, gain advanced knowledge of ticket marketplaces, and become familiar with Work Force Management tools
- 90 days in: Contribute to approaches, methods, or technologies to support overall business goals and drive team efficiencies
- 180 days in: Apply methods to execute individual tasks that positively impact the team, play an active role in continued learnings, and complete tri-annual reviews for direct reports
What 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
* Competitive compensation, bonus incentives, and equity for all employees
- FLEX PTO, 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 professional looking to drive operational excellence, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a dynamic and innovative organization that's revolutionizing the live event ticketing industry. Apply Now! Apply for this job