Experienced Customer Service Team Lead - Nights & Weekends
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 & 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 passionate about providing top-notch customer service, have a knack for problem-solving, and thrive in a dynamic environment, we want to hear from you.
About arenaflex
arenaflex is a leading online marketplace for live event tickets, connecting buyers and sellers in a seamless and secure way. With a strong focus on innovation and customer satisfaction, we're committed to providing an exceptional experience for our customers and clients. Our Nights & Weekends team is a critical part of our operation, and we're looking for a talented Team Lead to join our ranks.
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 implementing new ideas to increase productivity, customer satisfaction, and operational efficiency. You'll also work closely with our Broker Relationship Management team to ensure seamless communication and collaboration.
Key Responsibilities
* Supervise and coach a team of customer service representatives to provide exceptional experiences to our customers and clients
- Lead your team to success by implementing new ideas to increase productivity, customer satisfaction, and operational efficiency
- Monitor day-to-day team operations, including queue management, inbound/outbound broker and customer communication, and pending orders
- Manage strategy to meet SLA's 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
* 3:00 pm - 12:00 am (Sunday and Monday off)
- Hybrid model: 3 days in the office and 2 days remote
How Your Role Contributes to the Success of arenaflex
* Monitor day-to-day team operations to ensure timely confirmation of orders by ticket sellers
- Monitor and manage strategy to meet SLA's 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
Role Expectations 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, 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 passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Apply now to join our Nights & Weekends team as a Customer Service Team Lead at arenaflex. Apply Job! Apply for this job