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

**Job Summary:** We are seeking an exceptional Customer Service Team Lead to join our Nights and Weekends team at arenaflex. 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, coach and develop your team members, and drive operational improvements to meet key performance indicators (KPIs). If you are a results-driven leader with a passion for customer satisfaction and a proven track record of success, we encourage you to apply for this exciting opportunity. **About arenaflex:** arenaflex is a leading provider of ticketing solutions, dedicated to delivering exceptional experiences to our customers and clients. We are a high-growth business with a dynamic and innovative culture. Our team is passionate about providing outstanding customer service, and we are committed to creating a positive and inclusive work environment. **Schedule:** As a Customer Service Team Lead, you will work a hybrid schedule, with 3 days in the office and 2 days remote. Your working hours will be from 3:00 pm to 12:00 am, with Sundays and Mondays off. **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 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 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:** As a Customer Service Team Lead, your role expectations will progress as follows: * **30 days in:** Complete new hire orientation, gain advanced knowledge of how ticket marketplaces operate, and become familiar with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting. * **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. * **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 will 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:** As a valued member of our team, you will enjoy a range of benefits, 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 are a motivated and results-driven leader with a passion for customer satisfaction, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application. [Apply Job!](https://remotejobs.trendingnewsgo.com/register-candidate/) **Join our team at arenaflex and be part of a dynamic and innovative culture that is dedicated to delivering exceptional experiences to our customers and clients.** Apply for this job