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

At arenaflex, we're on a mission to revolutionize the way people experience live events. As a Customer Service Team Lead (Nights & Weekends), you'll play a pivotal role in shaping the customer experience, driving operational excellence, and fostering a culture of innovation within our fast-paced and dynamic team. If you're a seasoned leader with a passion for delivering exceptional customer service, we want to hear from you! **About arenaflex** arenaflex is a leading player in the live event ticketing industry, dedicated to providing an unparalleled experience for our customers and clients. With a strong focus on innovation, customer satisfaction, and operational excellence, we're committed to making a positive impact in the lives of our customers and employees alike. As a Team Lead, you'll have the opportunity to work closely with all levels of the organization, building relationships and driving results that make a real difference. **Schedule and Work Environment** As a Customer Service Team Lead (Nights & Weekends), you'll enjoy a unique schedule that balances flexibility with the demands of a fast-paced customer service environment. Your schedule will be: * 3:00 pm - 12:00 am, Monday - Friday (with Sunday and Monday off) * Hybrid model: 3 days in the office and 2 days remote Our office is a vibrant and collaborative space where you'll have the opportunity to connect with colleagues, share ideas, and learn from one another. As a remote worker, you'll enjoy the flexibility to work from the comfort of your own home, while still being connected to the team through regular check-ins and virtual meetings. **Key Responsibilities** As a Customer Service Team Lead (Nights & Weekends), you'll be responsible for: * 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 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 audit agent order handling and provide feedback in 1x1 meetings * Communicating high-level issues and fulfillment trends to upper management * Auditing agent order handling * Interviewing and hiring agents * Preparing and facilitating corrective action when needed * Approving and auditing bi-weekly payroll * Managing multiple tasks and projects simultaneously **Role Expectations and Progression** As a Team Lead, your role expectations will progress as follows: * **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 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 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 positive ticket buying experience. **What You'll Bring** As a seasoned Customer Service Team Lead (Nights & Weekends), 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** At arenaflex, we're committed to providing a comprehensive benefits package that supports your well-being and career growth. As a Team Lead, you'll enjoy: * Competitive compensation, bonus incentives, and equity for all employees * FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and monthly credits and discounts for attending live events * Hybrid working model and a variety of additional workplace perks **How to Apply** If you're a motivated and experienced Customer Service Team Lead (Nights & Weekends) looking for a new challenge, we want to hear from you! Apply now and join our team of innovators, thinkers, and doers who are shaping the future of live event ticketing. Apply Job! Apply for this job