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

As a seasoned Customer Service Team Lead at arenaflex, you will play a pivotal role in shaping the customer experience for our valued clients and customers. This dynamic position offers a unique opportunity to lead a fast-paced team, drive innovation, and contribute to the growth and success of our organization. If you are a motivated and results-driven professional with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

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, and we are committed to delivering exceptional customer experiences that exceed our clients' expectations. With a strong focus on innovation, collaboration, and customer satisfaction, we are constantly seeking talented individuals who share our passion for delivering outstanding results.

Job Summary

As a Customer Service Team Lead at arenaflex, you will be responsible for leading a high-performing team of customer service representatives, providing coaching and guidance to ensure exceptional customer experiences. You will work closely with the Broker Relationship Management team, monitor day-to-day operations, and implement strategies to drive productivity, customer satisfaction, and operational improvements. This role requires a strong leader with excellent communication and problem-solving skills, who can motivate and inspire their team to achieve exceptional results.

Schedule and Work Environment

The schedule for this position is as follows:

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

You will be working in a fast-paced, dynamic environment, collaborating with a talented team of professionals who share your passion for delivering exceptional customer experiences. Our office is located in a modern, state-of-the-art facility, equipped with the latest technology and amenities to support your success.

Key Responsibilities

As a Customer Service Team Lead at arenaflex, your key responsibilities will include:

• Monitoring day-to-day team operations, including queue management and inbound/outbound broker and customer communication
• 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 audit agent order handling and provide 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

Career Growth Opportunities and Learning Benefits

As a Customer Service Team Lead at arenaflex, you will have the opportunity to:

• Develop your leadership skills and experience in a fast-paced, dynamic environment
• Collaborate with a talented team of professionals who share your passion for delivering exceptional customer experiences
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Contribute to the growth and success of our organization, shaping the customer experience for our valued clients and customers
• Enjoy a competitive compensation package, including bonus incentives and equity, FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, monthly credits and discounts for attending live events, and a variety of additional workplace perks

Essential and Preferred Qualifications

To be successful in this role, you will 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

Preferred Qualifications

* Experience in a customer service leadership role, preferably in the ticketing industry

• Strong communication and interpersonal skills, with the ability to motivate and inspire a team
• Experience with Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting
• Knowledge of industry trends and best practices in customer service and ticketing

How Your Role Contributes to the Success of arenaflex

As a Customer Service Team Lead at arenaflex, you will contribute to the success of our organization by:

• Delivering exceptional customer experiences that exceed our clients' expectations
• Driving operational excellence and efficiency in our customer service operations
• Collaborating with the Broker Relationship Management team to drive business growth and success
• Developing and implementing strategies to improve customer satisfaction and loyalty
• Providing coaching and guidance to our customer service representatives to ensure exceptional results

How Your Role Expectations Will Progress as a Team Lead – Customer Experience in the First 30, 90, and 180 Days

Team Lead – Customer Service (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

Team Lead – Customer Service (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

Team Lead – Customer Service (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 Team Lead – Customer Service

* 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 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
• Variety of additional workplace perks

How to Apply

If you are a motivated and results-driven professional with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application, and join our team of talented professionals who share your passion for delivering outstanding results. Apply Job! Apply for this job