At arenaflex, we're passionate about delivering exceptional experiences to our customers and clients. As a Team Lead of Customer Service Nights and Weekends, you'll play a pivotal role in shaping the future of our customer service team. You'll lead a fast-paced team to provide outstanding support, drive productivity, and foster a culture of excellence. If you're a seasoned customer service professional with a passion for leadership, we want to hear from you.
**About arenaflex**
arenaflex is a dynamic and innovative company that's revolutionizing the way people experience live events. We're a team of passionate individuals who share a common goal: to provide unparalleled customer satisfaction and drive business growth. Our commitment to excellence is reflected in our cutting-edge technology, our talented team, and our dedication to delivering exceptional results.
**Job Summary**
As a Team Lead of Customer Service Nights and Weekends, you'll oversee a high-performing team that provides 24/7 support to our customers and clients. You'll be responsible for leading day-to-day operations, coaching and developing your team members, and driving operational excellence. You'll work closely with our Broker Relationship Management team and other departments to ensure seamless communication and collaboration.
**Key Responsibilities**
* Supervise and coach a fast-paced team to provide exceptional customer experiences
* Develop and implement new ideas to increase productivity and customer satisfaction
* Utilize data to drive operational improvements and optimize team performance
* Oversee day-to-day operations, including monitoring open orders, intervening as necessary to correct problems, and providing support and decisioning for the team
* Ensure Key Performance Indicators (KPIs) are met and work closely with the Broker Relationship Management team to achieve business objectives
* Coach, develop, and provide reviews to team members
* Build customer and client relationships, working closely with all levels of the organization
* Monitor and manage strategy to meet Service Level Agreements (SLAs) for Inbound phone, chat, and queue work
* Handle escalated broker and customer issues
* Provide real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers
* Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling and provide feedback in 1x1 meetings
* Communicate high-level issues and fulfillment trends to upper management
* Audit agent order handling
* Interview and hire agents
* Prepare and facilitate corrective action when needed
* Approve and audit bi-weekly payroll
* Manage multiple tasks and projects simultaneously
**Schedule and Work Environment**
* Work a hybrid schedule with 3 days in the office and 2 days remote
* Work a 3:00pm-12:00am schedule with Sunday and Monday off
* Collaborate with a dynamic and supportive team in a fast-paced environment
* Enjoy a comprehensive benefits package, including competitive compensation, bonus incentives, 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
**Career Growth Opportunities and Learning Benefits**
* Develop leadership skills and expertise in customer service and operations
* Collaborate with a talented team to drive business growth and innovation
* Enjoy ongoing training and development opportunities to advance your skills and knowledge
* Participate in bi-annual reviews, new agent training, and frequent coaching feedback to support your growth and development
* Take advantage of our comprehensive benefits package, including FLEX PTO, mental health days, and a variety of additional workplace perks
**Essential Qualifications**
* 3+ years of experience in customer service, preferably in a leadership role
* 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 working in a fast-paced, dynamic environment
* Strong communication and interpersonal skills
* Ability to work effectively in a team environment
* Experience with Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting
* Familiarity with ticket marketplaces and live events industry
**How Your Role Contributes to the Success of arenaflex**
* Monitor day-to-day team operations, including queue management and inbound/outbound broker and customer communication, as well as any pending orders to ensure timely confirmation by ticket sellers
* Monitor and manage strategy to meet SLAs for Inbound phone, chat, and queue work
* Handle escalated broker and customer issues
* Provide real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers
* Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling and provide feedback in 1x1 meetings
* Communicate high-level issues and fulfillment trends to upper management
* Audit agent order handling
* Interview and hire agents
* Prepare and facilitate corrective action when needed
* Approve and audit bi-weekly payroll
* Manage multiple tasks and projects simultaneously
**How Your Role Expectations Will Progress as a Team Lead – Customer Experience in the First 30, 90, and 180 Days**
* **30 Days:**
+ 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
* **90 Days:**
+ 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 KPIs more effectively
* **180 Days:**
+ 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
**Apply Now**
If you're a motivated and experienced customer service professional with a passion for leadership, we want to hear from you. Apply now to join our dynamic team and take your career to the next level.
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