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

At arenaflex, we're committed to delivering exceptional experiences for our customers and clients. As a seasoned Customer Service Team Lead, you'll play a pivotal role in shaping the success of our Nights and Weekends team. If you're passionate about driving operational excellence, fostering a culture of customer satisfaction, and leading high-performing teams, we invite you to join our dynamic team at arenaflex. **About arenaflex** arenaflex is a leading provider of innovative solutions in the ticketing industry. With a strong focus on customer experience, we strive to create a seamless and enjoyable journey for our customers. Our Nights and Weekends team is the backbone of our operations, ensuring that our customers receive exceptional support and service, even outside of regular business hours. **Job Summary** As a Customer Service Team Lead, you'll be responsible for supervising and coaching a fast-paced team to deliver outstanding customer experiences. You'll lead by example, implementing new ideas to increase productivity, enhance customer satisfaction, and leverage data to drive operational improvements. Your expertise will be invaluable in monitoring day-to-day operations, intervening as necessary to correct problems, and providing support and decision-making for your team. **Schedule and Work Environment** Our Nights and Weekends team operates from 3:00 pm to 12:00 am, with Sunday and Monday off. We offer a hybrid model, with 3 days in the office and 2 days remote. This flexible arrangement allows you to balance your work and personal life while maintaining a strong connection with your team and the arenaflex community. **Key Responsibilities** As a Customer Service Team Lead, your key responsibilities will include: * Monitoring day-to-day team operations, including queue management, inbound/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, 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 1:1 meetings. * Communicating high-level issues and fulfillment trends to upper management. * Auditing agent order handling and interviewing and hiring agents. * Preparing and facilitating corrective action when needed and approving and auditing bi-weekly payroll. * Managing multiple tasks and projects simultaneously. **Career Progression and Growth Opportunities** As a Team Lead, you'll have the opportunity to progress and grow within the organization. Here's a breakdown of your role expectations in the first 30, 90, and 180 days: * **30 days in**: 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 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. Gain the 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 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 passionate about delivering exceptional customer experiences and leading high-performing teams, we invite you to apply for this exciting opportunity. Visit our website to learn more about arenaflex and submit your application today. Apply Job! Apply for this job