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

At arenaflex, we're revolutionizing the way people experience live events, and we're looking for a seasoned Customer Service Team Lead to join our Nights and Weekends team. As a key member of our customer experience team, you'll play a vital role in delivering exceptional service to our customers and clients, while driving operational excellence and innovation within our organization. **About arenaflex** arenaflex is a leading ticket marketplace that's passionate about providing an unparalleled experience for our customers. With a focus on innovation, customer satisfaction, and operational efficiency, we're constantly pushing the boundaries of what's possible in the ticketing industry. Our team is made up of talented individuals who share our vision and are dedicated to making a positive impact in the lives of our customers. **Job Summary** As a Customer Service Team Lead, you'll be responsible for supervising and coaching a fast-paced team to provide an exceptional experience to our customers and clients. You'll lead your team to success by producing and implementing new ideas to increase productivity, customer satisfaction, and operational efficiency. You'll also oversee day-to-day operations, monitor open orders, intervene as necessary to correct problems, and provide support and decisioning for the team. **Key Responsibilities** * Supervise and coach a fast-paced team to provide an exceptional experience to our customers and clients * Lead your team to success by producing and implementing new ideas to increase productivity, customer satisfaction, and operational efficiency * Oversee day-to-day operations, including monitoring open orders, intervening as necessary to correct problems, and providing support and decisioning for the team * Monitor and manage strategy to meet SLA's 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, frequent coaching feedback in real-time, and audit agent order handling and provide feedback in 1x1 meetings * Communicate high-level issues and fulfillment trends to upper management * Audit agent order handling * Interview and hire agents * Prepare and facilitate corrective action when needed * Approve and audit bi-weekly payroll * Manage multiple tasks and projects simultaneously **Schedule** * 3:00 pm - 12:00 am, with Sunday and Monday off * Hybrid model: 3 days in the office and 2 days remote **How Your Role Contributes to the Success of arenaflex** * Monitor day-to-day team operations, including queue management and inbound/outbound broker and customer communication, as well as any pending orders to ensure timely confirmation by ticket sellers * Monitor and manage strategy to meet SLA's 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, frequent coaching feedback in real-time, and audit agent order handling and provide feedback in 1x1 meetings * Communicate high-level issues and fulfillment trends to upper management * Audit agent order handling * Interview and hire agents * Prepare and facilitate corrective action when needed * Approve and audit bi-weekly payroll * Manage multiple tasks and projects simultaneously **Role Expectations Progression** * **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 positive ticket buying experience. **What You'll Bring as a Customer Service Team Lead** * 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 provides competitive compensation; 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; and a variety of additional workplace perks **How to Apply** If you're a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex. Apply Job! Apply for this job