Join arenaflex as a Customer Service Team Lead – Nights & Weekends
Are you a natural leader who thrives in fast-paced environments? Do you have a passion for delivering exceptional customer experiences while guiding and developing a high-performing team? If so, arenaflex has an exciting opportunity for you to join our dynamic customer experience family as a Customer Service Team Lead working the nights and weekends shift.
At arenaflex, we believe that every interaction with our customers is an opportunity to create a memorable experience. As a leader in the live events and ticket marketplace industry, we connect millions of customers with the events they love, from concerts and sports to theater and comedy shows. We're not just selling tickets – we're helping people create lasting memories. Join us and be part of a company that's transforming how people experience live entertainment.
About This Role
As a Team Lead of Customer Service for our Nights and Weekends operations, you will play a pivotal role in supervising and coaching a fast-paced team dedicated to providing exceptional experiences to our customers and clients. You'll lead your team to success by producing and implementing innovative ideas to increase productivity, enhance customer satisfaction, and leverage data to make operational improvements that create outstanding experiences for our sellers and buyers alike.
This is a unique leadership opportunity where you'll oversee day-to-day operations that are critical to our business success. You'll be responsible for monitoring open orders, intervening as necessary to correct problems, providing support and decision-making guidance for your team, ensuring KPIs are met, and working closely with the Broker Relationship Management team. Additionally, you'll coach, develop, and provide performance reviews to your associates while building valuable customer and client relationships across all levels of the organization.
Schedule & Work Model
We understand the importance of work-life balance, which is why we offer a competitive schedule for this position:
- Shift Hours: 3:00 PM – 12:00 AM
- Days Off: Sunday and Monday
- Hybrid Model: 3 days in-office and 2 days remote per week
This schedule allows you to maintain a healthy work-life balance while still being deeply connected to your team and operations.
Key Responsibilities
As a Customer Service Team Lead at arenaflex, your responsibilities will span across multiple areas of operations, team management, and customer experience:
Team Operations & Monitoring
- Monitor day-to-day team operations including queue management and inbound/outbound broker and customer communication
- Oversee pending orders to ensure timely confirmation by ticket sellers
- Monitor and manage strategy to meet SLAs for inbound phone, chat, and queue work
- Handle escalated broker and customer issues with professionalism and efficiency
- Provide real-time support to Order Fulfillment agents, BPO partners, internal departments, and sellers
Team Development & Coaching
- Facilitate agent development through bi-annual reviews, new agent training, and frequent coaching feedback in real-time
- Audit agent order handling and provide constructive feedback in one-on-one meetings
- Conduct regular performance evaluations and development conversations
- Interview and hire new agents who align with our culture and values
- Prepare and facilitate corrective action when needed to maintain high performance standards
Communication & Reporting
- Communicate high-level issues and fulfillment trends to upper management
- Prepare and audit bi-weekly payroll for your team
- Manage multiple tasks and projects simultaneously while maintaining attention to detail
- Contribute to strategic planning sessions and process improvement initiatives
What You'll Bring
We're looking for candidates who bring a combination of technical knowledge, leadership skills, and a customer-first mindset:
Essential Qualifications
- Excellent knowledge of the ticket fulfillment process and marketplace operations
- Strong problem-solving and independent decision-making skills
- Ability to manage multiple tasks and projects simultaneously in a fast-paced environment
- Proactive approach to identifying potential order problems and finding effective resolutions
- Proven track record of performance and reliability
- Excellent communication and interpersonal skills
- Ability to work nights and weekends as required by the position
Preferred Qualifications
- Previous experience in a supervisory or team lead role within customer service
- Familiarity with workforce management tools such as ADP, InContact reporting, and Freshdesk
- Experience in the live events, ticketing, or e-commerce industry
- Understanding of broker relationships and seller management
- Track record of successfully managing performance and driving team improvements
Skills & Competencies
To succeed in this role, you'll need to demonstrate the following skills and competencies:
- Leadership: Ability to inspire, motivate, and develop team members while maintaining accountability
- Analytical Thinking: Capability to interpret data and use insights to make operational improvements
- Communication: Strong verbal and written communication skills to effectively interact with all stakeholders
- Problem Resolution: Resourceful approach to addressing challenges and finding solutions quickly
- Time Management: Excellent organizational skills to handle multiple priorities
- Emotional Intelligence: Ability to empathize with customers and support team members through challenging situations
- Adaptability: Comfortable with change and able to pivot strategies as needed
Career Growth & Development
At arenaflex, we invest in your professional growth and development. Here's how your role will evolve over your first 180 days:
First 30 Days: Foundation Building
- 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 Workforce Management tools such as ADP, InContact reporting, and Freshdesk reporting
- Begin having one-on-one meetings with direct reports focusing on coaching and rapport building
Days 31-90: Contribution & Optimization
- 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 agents' day-to-day activity
- Display ability to recognize and address agent errors and provide constructive feedback on how to meet their KPIs more effectively
Days 91-180: Leadership Mastery
- 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 Senior Manager
- Independently resolve escalated customer issues to provide positive ticket buying experiences
Work Environment & Culture
At arenaflex, we foster a collaborative, inclusive, and innovative work environment. Our team members are passionate about live events and committed to delivering excellence in every customer interaction. We believe in transparency, continuous improvement, and supporting each other's growth.
You'll join a team that values:
- Collaboration: Working together to achieve common goals
- Innovation: Embracing new ideas and creative solutions
- Customer Focus: Prioritizing the customer experience in everything we do
- Work-Life Balance: Supporting our team members' well-being
- Continuous Learning: Encouraging professional development and skill advancement
Compensation & Benefits
arenaflex is committed to providing competitive compensation and comprehensive benefits to all our team members:
- Competitive Compensation: Base salary with bonus incentives
- Equity Opportunities: Equity participation for all employees
- Flexible PTO: Generous paid time off policy
- Mental Health Days: Dedicated days for mental wellness
- Health Insurance: Comprehensive medical, dental, and vision coverage
- Retirement Savings: 401(k) matching program
- Live Event Benefits: Monthly credits and discounts for attending live events
- Hybrid Work Model: Flexibility to work both in-office and remotely
- Additional Perks: A variety of workplace perks and benefits
Join the arenaflex Family
This is a unique opportunity to have a positive impact in a high-growth business while developing your leadership skills and advancing your career. At arenaflex, you'll work alongside passionate team members who share your enthusiasm for live entertainment and customer excellence.
If you're ready to take the next step in your career and join a company that values its people as much as its customers, we encourage you to apply today. Bring your leadership skills, your passion for customer service, and your drive for excellence to arenaflex – where every day is an opportunity to create memorable experiences.
We can't wait to welcome you to the team!