Customer Service Team Lead – Night & Weekend Operations, Coaching, and Client Experience at arenaflex

About arenaflex – Shaping the Future of Live‑Event Ticketing

arenaflex is a fast‑growing leader in the live‑event marketplace, connecting millions of fans with the tickets they love. Our platform empowers sellers, brokers, and fans to transact securely, quickly, and with confidence. As we continue to expand our footprint across the United States and beyond, we are looking for passionate, data‑driven leaders who can inspire teams, drive operational excellence, and deliver unforgettable experiences for every customer who touches our brand.

Why This Role Matters

The Customer Service Team Lead – Nights & Weekends is the heartbeat of arenaflex’s after‑hours support operation. You will coach a high‑energy team that works when the rest of the world sleeps, ensuring that ticket sellers, brokers, and fans receive timely, accurate, and friendly assistance. Your leadership will directly influence key performance indicators (KPIs), customer satisfaction scores, and the overall reputation of arenaflex in a highly competitive market.

Position Overview

This full‑time, hybrid role (three days in the office, two days remote) runs from 3:00 pm to 12:00 am, with Sundays and Mondays off. You will supervise a team of order‑fulfillment agents, offshore partners, and internal stakeholders, guiding them through daily challenges, strategic initiatives, and continuous improvement projects.

Core Responsibilities

• Team Supervision & Coaching: Conduct bi‑annual performance reviews, deliver real‑time feedback, and mentor new hires to accelerate their ramp‑up time.
• Operational Oversight: Monitor open orders, queue health, and inbound/outbound communications to guarantee that ticket sellers receive confirmations on schedule.
• SLA Management: Own the strategy for meeting service‑level agreements across phone, chat, and ticket‑queue channels, adjusting staffing and workflows as needed.
• Escalation Handling: Resolve complex broker and customer issues, acting as the final point of contact for high‑priority incidents.
• Data‑Driven Improvement: Leverage ADP, InContact, and Freshdesk reporting to identify trends, root‑cause problems, and implement corrective actions.
• Cross‑Functional Collaboration: Partner with the Broker Relationship Management team, Order Fulfillment agents, offshore BPO partners, and internal departments to streamline processes.
• Recruitment & Staffing: Interview, hire, and onboard new agents, ensuring the team maintains a balanced skill set and cultural fit.
• Payroll & Compliance: Approve bi‑weekly payroll, audit time‑cards, and enforce compliance with company policies.
• Project Management: Juggle multiple initiatives—process redesign, technology rollouts, and training programs—while keeping the team focused on daily operational excellence.
• Reporting & Communication: Deliver high‑level insights on fulfillment trends to senior leadership and recommend strategic adjustments.

Progression Timeline

First 30 Days – Foundations

• Complete orientation and immerse yourself in arenaflex’s ticket marketplace ecosystem.
• Gain proficiency with Workforce Management tools (ADP, InContact, Freshdesk).
• Begin one‑on‑one coaching sessions with each direct report to establish rapport and set expectations.

30‑90 Days – Impact

• Introduce process enhancements that boost team efficiency and reduce order‑handling errors.
• Develop strong internal and external relationships, recognizing patterns that affect order flow.
• Provide constructive feedback that helps agents meet and exceed their KPIs.

90‑180 Days – Mastery

• Lead tri‑annual performance reviews, supporting senior management with talent development insights.
• Independently resolve escalated customer issues, ensuring a seamless ticket‑buying experience.
• Champion continuous learning initiatives that elevate the team’s skill set and align with arenaflex’s growth objectives.

Essential Qualifications

• Minimum 3 years of experience in a customer‑service leadership role, preferably within a high‑volume ticketing, e‑commerce, or SaaS environment.
• Demonstrated expertise in ticket fulfillment processes, order lifecycle management, and broker relationships.
• Strong analytical mindset with the ability to interpret operational data and translate insights into actionable plans.
• Proven track record of meeting or surpassing SLA and KPI targets.
• Excellent communication skills—both written and verbal—and the ability to influence stakeholders at all organizational levels.
• Comfortable working night shifts and weekends, with a flexible approach to hybrid work arrangements.

Preferred Qualifications & Additional Skills

• Experience with workforce management platforms such as ADP Workforce Now, InContact, or similar.
• Familiarity with ticket‑marketplace platforms, broker networks, and the broader live‑event ecosystem.
• Certification in project management (PMP, Scrum) or people‑management (SHRM‑CP, CPLP) is a plus.
• Ability to coach remote teams and manage offshore BPO partners effectively.
• Strong problem‑solving orientation, with a proactive stance on identifying and mitigating order‑related risks.

Key Competencies for Success

• Leadership Presence: Inspire confidence, set clear expectations, and foster a culture of accountability.
• Customer‑Centric Mindset: Keep the fan experience at the forefront of every decision.
• Data Literacy: Navigate dashboards, generate reports, and use metrics to drive continuous improvement.
• Adaptability: Thrive in a fast‑changing environment, balancing urgent operational demands with strategic initiatives.
• Collaboration: Build bridges across departments, ensuring seamless handoffs and unified service delivery.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. As a Night & Weekend Team Lead, you will have access to:

• Mentorship from senior managers and executives who have built high‑performing support organizations.
• Internal training programs covering advanced analytics, conflict resolution, and emerging ticket‑market trends.
• Opportunities to transition into senior operations, product, or strategy roles as the company scales.
• Cross‑functional project assignments that broaden your exposure to technology, finance, and marketing teams.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary + Performance Bonus: Reflective of experience and measurable outcomes.
• Equity Participation: Share in the company’s long‑term growth.
• Flexible PTO & Mental Health Days: Encouraging work‑life balance.
• Comprehensive Medical, Dental, and Vision Coverage: Including HSAs and FSA options.
• 401(k) Matching: Helping you plan for the future.
• Live‑Event Credits & Discounts: Enjoy the very events you help fans experience.
• Hybrid Working Model: Three days in a modern, collaborative office and two days remote.
• Professional Development Stipends: For courses, certifications, or conferences.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Passion for Live Events, Data‑Driven Decision Making, and Empowered Teams. You will join a diverse group of innovators who celebrate wins, learn from setbacks, and continuously push the boundaries of what a ticket marketplace can achieve. The night‑shift team is known for its camaraderie, quick problem‑solving, and a shared commitment to delivering the best possible experience for sellers and fans alike.

How to Apply

If you are ready to lead a dynamic night‑shift team, drive operational excellence, and make a tangible impact on arenaflex’s growth story, we want to hear from you. Click the link below to submit your application, and let’s start the conversation about how you can shape the future of live‑event ticketing.

Apply Now – Join arenaflex!