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 seasoned Customer Service Team Lead, you'll play a pivotal role in shaping the future of our customer experience team. If you're passionate about leading high-performing teams, driving operational excellence, and fostering a culture of innovation, we invite you to join our dynamic team.
About arenaflex
arenaflex is a leading player in the ticket marketplace, dedicated to providing unparalleled experiences for our customers. With a strong focus on innovation, customer satisfaction, and employee growth, we're constantly pushing the boundaries of what's possible. Our team is passionate about delivering exceptional results, and we're seeking like-minded individuals to join our journey.
Job Summary
As a Customer Service Team Lead, you'll oversee a fast-paced team, providing guidance, coaching, and support to ensure exceptional customer experiences. You'll be responsible for implementing new ideas to increase productivity, customer satisfaction, and operational efficiency. Your expertise will be crucial in driving business growth, building customer relationships, and fostering a positive work environment.
Schedule and Work Environment
Our ideal candidate will work a hybrid schedule, with 3 days in the office and 2 days remote. The office hours will be from 3:00 pm to 12:00 am, with Sundays and Mondays off. This flexible schedule allows you to balance your work and personal life while being part of a dynamic team.
Key Responsibilities
As a Customer Service Team Lead, you'll be responsible for:
- 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 and interviewing and hiring agents.
- Preparing and facilitating corrective action when needed and approving and auditing bi-weekly payroll.
- Managing multiple tasks and projects simultaneously.
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
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 passionate about leading high-performing teams and driving operational excellence, we invite you to apply for this exciting opportunity. Please visit our careers page to submit your application. Apply Now! Apply for this job