At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our customers' expectations. As a seasoned Customer Service Team Lead, you'll play a pivotal role in leading our Nights and Weekends team to success, driving productivity, and fostering a culture of excellence. If you're a motivated and results-driven leader with a passion for customer service, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions for the ticketing industry. Our mission is to revolutionize the way people experience live events, and we're committed to delivering exceptional customer experiences that make a lasting impact. With a fast-paced and dynamic work environment, we're always looking for talented individuals who share our passion for innovation and customer satisfaction.
**Job Summary**
As a Customer Service Team Lead, you'll be responsible for leading a high-performing team of customer service representatives, providing coaching and guidance to ensure exceptional customer experiences. You'll work closely with our Broker Relationship Management team, monitor day-to-day operations, and drive strategic initiatives to meet key performance indicators (KPIs). If you're a seasoned leader with a passion for customer service, we encourage you to apply for this exciting opportunity.
**Schedule and Work Environment**
Our Nights and Weekends team operates from 3:00 pm to 12:00 am, with Sundays and Mondays off. We offer a hybrid work model, with three days in the office and two days remote. Our office is located in a vibrant and dynamic area, with plenty of opportunities for professional growth and development.
**Key Responsibilities**
As a Customer Service Team Lead, you'll be responsible for:
* Monitoring day-to-day team operations, including queue management, inbound and outbound broker and customer communication, and pending orders to ensure timely confirmation by ticket sellers.
* 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, frequent coaching feedback, and auditing agent order handling and providing feedback in one-on-one meetings.
* Communicating high-level issues and fulfillment trends to upper management.
* Auditing agent order handling and providing feedback to improve performance.
* Interviewing and hiring agents to join our team.
* Preparing and facilitating corrective action when necessary.
* Approving and auditing bi-weekly payroll.
* Managing multiple tasks and projects simultaneously.
**Career Progression and 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 Senior Manager.
**What You'll Bring**
To succeed as a Customer Service Team Lead, 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 with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
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