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

At arenaflex, we're committed to delivering exceptional experiences to 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, overseeing a fast-paced team to provide top-notch support to our customers and clients.

About arenaflex

arenaflex is a leading provider of innovative solutions in the ticketing industry. Our mission is to revolutionize the way people experience live events. With a focus on customer satisfaction, we strive to create a seamless and enjoyable experience for our customers. Our team is passionate about 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 achieve exceptional customer satisfaction and operational efficiency. You'll lead by example, implementing new ideas to drive productivity, utilizing data to inform operational improvements, and building strong relationships with customers and clients. This is a unique opportunity to make a positive impact in a high-growth business and take your career to the next level.

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. You'll have the flexibility to work from home on designated days, while also having the opportunity to collaborate with your team in person.

Key Responsibilities

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

• Monitoring day-to-day team operations, including queue management, inbound and outbound 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 in a timely and professional manner.
• 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 providing feedback to improve performance.
• Interviewing and hiring agents to join our team.
• Preparing and facilitating corrective action when necessary.
• 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 competitive compensation package, including:

• Competitive salary and bonus incentives
• 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 passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please visit our website to submit your application: Apply Job! We can't wait to hear from you! Apply for this job