Experienced Customer Service Team Lead (Nights & Weekends) – Driving Operational Excellence at arenaflex
At arenaflex, we're revolutionizing the way people experience live events, and we're looking for a seasoned Customer Service Team Lead to join our Nights and Weekends team. As a key member of our customer experience team, you'll be responsible for leading a fast-paced team to deliver exceptional experiences to our customers and clients. If you're a strategic thinker with a passion for customer satisfaction, we want to hear from you.
About arenaflex
arenaflex is a leading platform for buying and selling live event tickets. Our mission is to provide an unparalleled experience for our customers, and we're committed to innovation, customer satisfaction, and operational excellence. With a dynamic and fast-paced work environment, we're always looking for talented individuals who share our passion for delivering exceptional results.
Job Summary
As a Customer Service Team Lead, you'll be responsible for supervising and coaching a team of customer service representatives to provide exceptional experiences to our customers and clients. You'll lead your team to success by producing and implementing new ideas to increase productivity, customer satisfaction, and operational efficiency. You'll work closely with the Broker Relationship Management team and other departments to ensure seamless communication and collaboration.
Key Responsibilities
* Supervise and coach a team of customer service representatives to deliver exceptional experiences to our customers and clients
- Develop and implement strategies to increase productivity, customer satisfaction, and operational efficiency
- Monitor day-to-day team operations, including queue management, inbound and outbound communication, and pending orders
- 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
- 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 schedule: 3:00 pm - 12:00 am, with Sunday and Monday off
- Hybrid model: 3 days in the office and 2 days remote
- Collaborative and dynamic work environment with a team of experienced professionals
How Your Role Contributes to the Success of arenaflex
* Monitor day-to-day team operations to ensure timely confirmation of orders by ticket sellers
- Develop and implement strategies to meet SLAs for inbound phone, chat, and queue work
- Handle escalated broker and customer issues to provide a positive ticket buying experience
- 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
- Communicate high-level issues and fulfillment trends to upper management
Role Expectations and Progression
* 30 days in: Complete new hire orientation, gain advanced knowledge of ticket marketplaces, and become familiar with Work Force Management tools
- 90 days in: Contribute to approaches, methods, or technologies to support overall business goals and drive team efficiencies
- 180 days in: Apply methods to execute individual tasks that positively impact the team, play an active role in continued learnings, and complete tri-annual reviews for direct reports
What You'll Bring
* 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
* Competitive compensation, bonus incentives, and equity for all employees
- FLEX PTO, 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 experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply for this job