Experienced Customer Service Team Lead – Nights & Weekends at arenaflex

Join arenaflex's dynamic Customer Service Team as a Team Lead, where you'll have the opportunity to shape the customer experience and drive business growth in a fast-paced, high-growth environment.

About arenaflex

arenaflex is a leading player in the ticketing industry, providing a seamless experience for customers and clients alike. With a strong focus on innovation and customer satisfaction, arenaflex is committed to delivering exceptional results and creating a positive impact in the industry. As a Team Lead on our Customer Service Nights and Weekends team, you'll be at the forefront of this mission, leading a talented team to provide top-notch support to our customers and clients.

Job Summary

As a Team Lead of Customer Service Nights and Weekends, you'll be responsible for supervising and coaching a fast-paced team to deliver exceptional customer experiences. You'll lead your team to success by implementing new ideas to increase productivity, customer satisfaction, and operational efficiency. You'll work closely with the Broker Relationship Management team, coach, develop, and provide reviews to your associates, and have the opportunity to build customer and client relationships across all levels of the organization.

Schedule

This is a unique opportunity to work a hybrid schedule, with:

• 3:00 pm - 12:00 am, Monday to Friday
• Sunday and Monday off
• 3 days in the office and 2 days remote

Key Responsibilities

As a 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
• Monitoring and 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 in real-time, and auditing agent order handling and providing feedback in 1x1 meetings
• 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

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 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 KPI's more effectively

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

As a Team Lead, 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

arenaflex offers a competitive compensation package, including:

• 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 take your career to the next level, apply now to join arenaflex's dynamic Customer Service Team as a Team Lead. Apply for this job