**Job Summary:**
Join arenaflex, a leading ticket marketplace, as an Experienced Customer Service Team Lead – Nights & Weekends. As a key member of our Customer Experience team, you will be responsible for leading a fast-paced team to deliver exceptional experiences to our customers and clients. You will oversee day-to-day operations, develop and implement new ideas to increase productivity, and utilize data to drive operational improvements. This is a unique opportunity to have a positive impact in a high-growth business and build customer and client relationships.
**About arenaflex:**
arenaflex is a dynamic and innovative ticket marketplace that connects buyers and sellers of tickets to live events. We are committed to providing an exceptional experience for our customers and clients, and we are seeking a talented and experienced Customer Service Team Lead to join our team. Our company culture values collaboration, innovation, and customer satisfaction, and we offer a range of benefits and perks to support the well-being and growth of our employees.
**Schedule:**
This role requires a flexible schedule, with the following hours:
* 3:00pm-12:00am, Monday-Thursday
* Sunday and Monday off
* Hybrid model: 3 days in the office and 2 days remote
**Key Responsibilities:**
As a Customer Service Team Lead, you will be responsible for:
* Monitoring day-to-day team operations, including queue management and inbound/outbound broker and customer communication
* Managing strategy to meet SLA's 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 audit agent order handling
* 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:**
As a Customer Service Team Lead, your role expectations will progress as follows:
**30 days in:**
* Complete new hire orientation and gain 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 KPI's 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:**
* 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 provides 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; and a variety of additional workplace perks
**How to Apply:**
If you are a motivated and experienced Customer Service professional looking for a new challenge, please apply to this role through our website. We look forward to hearing from you!
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