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

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a seasoned Customer Service Team Lead, you'll play a pivotal role in shaping the future of our customer service operations, driving productivity, and fostering a culture of excellence. If you're passionate about leading high-performing teams, leveraging data to inform decision-making, and creating memorable experiences for our customers, we want to hear from you.

About arenaflex

arenaflex is a dynamic and innovative company that's revolutionizing the way we experience live events. Our mission is to provide unparalleled customer service, ensuring that every interaction with our team is seamless, efficient, and enjoyable. As a Team Lead, you'll be part of a collaborative and fast-paced environment that's dedicated to growth, innovation, and customer satisfaction.

Job Summary

As a Customer Service Team Lead (Nights & Weekends), you'll oversee a high-performing team of customer service representatives, providing guidance, coaching, and support to ensure exceptional customer experiences. You'll be responsible for monitoring day-to-day operations, analyzing data to inform strategic decisions, and driving process improvements to meet or exceed key performance indicators (KPIs). This is a unique opportunity to make a positive impact in a high-growth business, build customer relationships, and contribute to the success of arenaflex.

Schedule and Work Environment

Our ideal candidate will work a hybrid schedule, with 3 days in the office and 2 days remote. The schedule is as follows:

• 3:00 pm - 12:00 am (Monday - Thursday)
• Sunday and Monday off

You'll be part of a dynamic team that values flexibility, work-life balance, and collaboration. Our office is equipped with state-of-the-art technology, and we offer a range of benefits to support your well-being and career growth.

Key Responsibilities

As a Customer Service Team Lead, you'll be responsible for:

• Monitoring day-to-day team operations, including queue management, inbound/outbound broker and customer communication, and pending orders
• Developing and implementing strategies to meet Service Level Agreements (SLAs) for inbound phone, chat, and queue work
• Handling escalated broker and customer issues in a timely and professional manner
• 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, and frequent coaching feedback
• Communicating high-level issues and fulfillment trends to upper management
• Auditing agent order handling and providing feedback in 1:1 meetings
• 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 and Progression

As a Team Lead, your role expectations will progress as follows:

• 30 days in: Complete new hire orientation, gain advanced knowledge of ticket marketplaces, and 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 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.
• 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 in this role, you'll 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

arenaflex offers a comprehensive benefits package, 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're a motivated and results-driven leader who is passionate about delivering exceptional customer experiences, we want to hear from you. Apply now to join our team and be part of a dynamic and innovative company that's shaping the future of live events. Apply Job! Apply for this job