Experienced Customer Service Team Lead (Nights & Weekends) – Driving Operational Excellence and Customer Satisfaction at arenaflex
Job Summary:
We are seeking an exceptional Customer Service Team Lead to join our Nights and Weekends team at arenaflex. As a key member of our customer experience team, you will be responsible for leading a fast-paced team to deliver exceptional experiences to our customers and clients. You will oversee day-to-day operations, coach and develop your team members, and drive operational improvements to meet key performance indicators (KPIs). If you are a results-driven leader with a passion for customer satisfaction and a proven track record of success, we encourage you to apply for this exciting opportunity.
About arenaflex:
arenaflex is a leading provider of ticketing solutions, dedicated to delivering exceptional experiences to our customers and clients. We are a high-growth business with a dynamic and innovative culture. Our team is passionate about providing outstanding customer service, and we are committed to creating a positive and inclusive work environment.
Schedule:
As a Customer Service Team Lead, you will work a hybrid schedule, with 3 days in the office and 2 days remote. Your working hours will be from 3:00 pm to 12:00 am, with Sundays and Mondays off.
Key Responsibilities:
As a Customer Service Team Lead, you will be responsible for:
- Monitoring day-to-day team operations, including queue management and inbound/outbound broker and customer communication
- Managing strategy to meet Service Level Agreements (SLAs) 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, 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
Role Expectations:
As a Customer Service Team Lead, your role expectations will progress as follows:
30 days in:
Complete new hire orientation, gain advanced knowledge of how ticket marketplaces operate, and become familiar with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting.
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.
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:
To succeed as a Customer Service Team Lead, 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
Benefits:
As a valued member of our team, you will enjoy a range of benefits, including:
- 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 are a motivated and results-driven leader with a passion for customer satisfaction, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application. [Apply Job!](https://remotejobs.trendingnewsgo.com/register-candidate/) Join our team at arenaflex and be part of a dynamic and innovative culture that is dedicated to delivering exceptional experiences to our customers and clients. Apply for this job