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

At arenaflex, we're revolutionizing the way people experience live events. As a Customer Service Team Lead (Nights & Weekends), you'll play a pivotal role in shaping the exceptional experiences we deliver to our customers and clients. If you're a seasoned leader with a passion for driving operational excellence, we want to hear from you. **About arenaflex** arenaflex is a high-growth business that's changing the face of ticketing and live events. Our innovative approach has made us a leader in the industry, and we're committed to delivering unparalleled experiences for our customers. As a Team Lead, you'll be part of a dynamic team that's dedicated to making a positive impact. **Job Summary** As a Customer Service Team Lead (Nights & Weekends), you'll oversee a fast-paced team, providing exceptional support to our customers and clients. You'll lead by example, driving productivity, customer satisfaction, and operational improvements through innovative ideas and data-driven insights. Your expertise will be essential in building strong relationships with customers, clients, and internal stakeholders. **Key Responsibilities** * Supervise and coach a high-performing team to deliver exceptional customer experiences * Develop and implement strategies to increase productivity, customer satisfaction, and operational efficiency * Monitor day-to-day operations, including queue management, inbound/outbound communication, and pending orders * Manage multiple tasks and projects simultaneously, prioritizing tasks to meet deadlines * Provide real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers * Facilitate agent development through bi-annual reviews, new agent training, and frequent coaching feedback * Communicate high-level issues and fulfillment trends to upper management * Audit agent order handling and provide feedback in 1x1 meetings * Interview and hire agents * Prepare and facilitate corrective action when needed * Approve and audit bi-weekly payroll **Schedule and Work Environment** * Work a hybrid schedule: 3 days in the office and 2 days remote * Schedule: 3:00 pm - 12:00 am, with Sunday and Monday off * Collaborate with a dynamic team in a fast-paced environment * Enjoy a flexible work arrangement that balances work and personal life **How Your Role Contributes to the Success of arenaflex** * Monitor day-to-day team operations, ensuring timely confirmation of orders by ticket sellers * Develop and implement strategies to meet Service Level Agreements (SLAs) for Inbound phone, chat, and queue work * Handle escalated broker and customer issues * Provide real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers * Facilitate agent development through bi-annual reviews, new agent training, and frequent coaching feedback * Communicate high-level issues and fulfillment trends to upper management * Audit agent order handling and provide feedback in 1x1 meetings **Role Expectations and Progression** * **30 days in**: Complete new hire orientation, gain advanced knowledge of ticket marketplaces, and become familiar with Work Force Management tools * **90 days in**: Contribute to business goals, maintain and harvest internal and external relationships, and display ability to recognize order issues and trends * **180 days in**: Apply methods to execute individual tasks that positively impact the team, play an active role in continued learnings, and complete Tri-Annual reviews for direct reports **What 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** * 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 leader who's passionate about delivering exceptional customer experiences, we want to hear from you. Apply now to join our dynamic team at arenaflex and be part of our mission to revolutionize the way people experience live events. Apply Job! Apply for this job