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

At arenaflex, we're committed to delivering exceptional experiences for our customers and clients. As a key member of our Customer Service team, you'll play a vital role in shaping the future of our business. We're seeking an experienced Customer Service Team Lead to join our Nights and Weekends team, where you'll lead a fast-paced team to provide top-notch service and drive operational excellence.

About arenaflex

arenaflex is a leading provider of innovative solutions in the ticketing industry. We're passionate about creating unforgettable experiences for our customers and clients. Our team is dedicated to delivering exceptional service, and we're committed to fostering a culture of collaboration, innovation, and growth.

Job Summary

As a Customer Service Team Lead, you'll be responsible for supervising and coaching a high-performing team to deliver exceptional customer experiences. You'll lead by example, implementing new ideas to increase productivity, customer satisfaction, and operational efficiency. Your expertise will be essential in monitoring day-to-day operations, intervening as necessary, and providing support and decision-making for your team. You'll work closely with the Broker Relationship Management team and coach, develop, and provide reviews to your associates.

Schedule and Work Environment

Our ideal candidate will work a hybrid schedule, with 3 days in the office and 2 days remote. The schedule is as follows:

• 3:00 pm – 12:00 am (Monday – Friday)
• Sunday and Monday off

You'll have the flexibility to work from the office or remotely, depending on your needs and preferences. Our office is a collaborative and dynamic space, equipped with the latest technology and tools to support your success.

Key Responsibilities

As a Customer Service Team Lead, you'll be responsible for:

• Monitoring day-to-day team operations, including queue management and inbound/outbound broker and customer communication
• Managing strategy to meet SLA's 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 audit agent order handling
• 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
• Approving and auditing bi-weekly payroll
• Managing multiple tasks and projects simultaneously

Role Expectations and Progression

As a Customer Service 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

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're a motivated and experienced Customer Service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application: Apply Job! We can't wait to hear from you! Apply for this job