Customer Service Team Lead – Night & Weekend Operations, Coaching & Performance Excellence at arenaflex

About arenaflex – Shaping the Future of Live Experiences

arenaflex is a fast‑growing leader in the live‑event marketplace, connecting fans with the tickets they love while empowering sellers with a seamless, data‑driven platform. Our mission is to deliver unforgettable experiences for every customer, every time. As we expand our footprint across the nation, we are looking for passionate, results‑oriented leaders who thrive in dynamic environments and can inspire teams to exceed expectations. If you are ready to make a tangible impact on a high‑growth business, the Night & Weekend Customer Service Team Lead role is your gateway to a rewarding career at arenaflex.

Why This Role Matters

In the fast‑paced world of ticket fulfillment, the night and weekend shifts are the heartbeat of our operation. As the Team Lead, you will be the strategic anchor that ensures our customers and sellers receive world‑class service when they need it most. Your leadership will directly influence key performance indicators (KPIs), drive operational efficiencies, and shape the culture of excellence across the entire customer experience organization.

Core Responsibilities – What You’ll Own Every Day

• Team Supervision & Coaching: Lead a dedicated night‑and‑weekend team of customer service agents, providing real‑time guidance, performance feedback, and career development through bi‑annual reviews and continuous coaching.
• Operational Oversight: Monitor queue management, inbound/outbound communications, and open order pipelines to guarantee timely confirmations for ticket sellers.
• SLA Management: Design, implement, and track strategies that meet or exceed service level agreements for phone, chat, and email interactions.
• Escalation Handling: Serve as the primary point of contact for escalated broker and customer issues, delivering swift resolutions that preserve trust and satisfaction.
• Cross‑Functional Collaboration: Partner closely with the Broker Relationship Management team, offshore fulfillment partners, and internal departments to streamline processes and share critical insights.
• Data‑Driven Decision Making: Leverage operational data to identify trends, root‑cause problems, and recommend process improvements that boost productivity and reduce order errors.
• Recruitment & Onboarding: Interview, hire, and onboard new agents, ensuring they receive the training and resources needed to succeed from day one.
• Performance Audits: Conduct regular audits of agent order handling, provide constructive feedback, and enforce corrective actions when necessary.
• Payroll & Budget Oversight: Approve and audit bi‑weekly payroll for the team, maintaining fiscal responsibility while rewarding high performance.
• Project Management: Juggle multiple initiatives—such as system upgrades, process redesigns, and pilot programs—while keeping the team focused on daily operational excellence.

Progression Roadmap – Your First 180 Days

• First 30 Days: Complete orientation, master arenaflex’s ticket marketplace ecosystem, and begin one‑on‑one coaching sessions with each team member.
• 30‑90 Days: Contribute innovative ideas to improve workflow efficiency, deepen relationships with internal and external stakeholders, and start recognizing order‑handling trends.
• 90‑180 Days: Lead tri‑annual performance reviews, independently resolve complex escalations, and champion continuous learning initiatives that elevate the entire team’s skill set.

Essential Qualifications – What We Need From You

• Proven experience (3+ years) in a supervisory or lead role within a high‑volume customer service environment, preferably in e‑commerce, ticketing, or related industries.
• Deep understanding of the ticket fulfillment lifecycle—from order receipt to final delivery—and the ability to translate that knowledge into actionable coaching.
• Strong analytical mindset with the ability to interpret operational metrics, identify patterns, and implement data‑backed improvements.
• Exceptional problem‑solving skills and the confidence to make independent decisions under pressure.
• Demonstrated ability to manage multiple projects simultaneously while maintaining a focus on quality and timeliness.
• Excellent communication skills, both written and verbal, with a talent for delivering clear, constructive feedback.
• Track record of reliability, punctuality, and a commitment to meeting or exceeding performance targets.

Preferred Qualifications – The Extra Edge

• Experience with workforce management platforms such as arenaflex (formerly ADP), arenaflex (formerly InContact), and arenaflex (formerly Freshdesk) for reporting and scheduling.
• Background in managing offshore or BPO partners, ensuring seamless collaboration across time zones.
• Certification in customer service leadership (e.g., COPC, ITIL) or related fields.
• Familiarity with ticket marketplace regulations and compliance standards.

Key Skills & Competencies

• Leadership & Coaching: Ability to inspire, motivate, and develop a diverse team of agents.
• Operational Excellence: Mastery of queue management, SLA adherence, and order‑fulfillment workflows.
• Analytical Acumen: Proficiency in interpreting data dashboards and translating insights into action.
• Customer‑Centric Mindset: Commitment to delivering an exceptional experience for both buyers and sellers.
• Communication: Clear articulation of expectations, feedback, and strategic direction.
• Adaptability: Comfort working in a hybrid environment with shifting priorities and evolving business needs.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. As a Night & Weekend Customer Service Team Lead, you will have access to:

• Mentorship programs with senior managers and executives.
• Internal training modules covering advanced analytics, conflict resolution, and strategic planning.
• Opportunities to lead cross‑functional projects that influence company‑wide initiatives.
• Clear pathways to senior management roles, such as Customer Experience Manager or Operations Director.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base salary commensurate with experience, plus performance‑based bonuses.
• Equity participation, giving you a stake in the company’s long‑term success.
• Flexible Paid Time Off (FLEX PTO) and dedicated mental‑health days.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan with company matching.
• Monthly credits and discounts for attending live events—experience the product you help sell.
• Hybrid work model: three days in the modern arenaflex office and two days remote, supporting work‑life balance.
• State‑of‑the‑art collaboration tools and a supportive technology stack.

Work Environment & Culture at arenaflex

Our culture is built on collaboration, innovation, and a relentless focus on the customer. At arenaflex you will find:

• A diverse, inclusive team where every voice is heard and valued.
• Open‑door communication with leadership, fostering transparency and trust.
• Regular team‑building events, both virtual and in‑person, that celebrate wins and encourage camaraderie.
• Recognition programs that spotlight outstanding performance and creative problem‑solving.
• A commitment to continuous improvement, where ideas are welcomed and tested quickly.

How to Apply

If you are ready to lead a high‑performing night and weekend team, drive operational excellence, and shape the future of live‑event ticketing, we want to hear from you. Click the link below to submit your application and join the arenaflex family.

Apply Now

Join arenaflex – Your Next Great Career Move

At arenaflex, you will be part of a purpose‑driven organization that values ambition, empathy, and results. Your leadership will directly influence the experiences of millions of fans and sellers worldwide. Take the next step in your career and help us deliver unforgettable moments—one ticket at a time.