Introduction to arenaflex
arenaflex is a leading player in the ticketing industry, dedicated to providing an exceptional experience for its customers and clients. As a high-growth business, we are committed to innovation, excellence, and customer satisfaction. Our team is passionate about delivering top-notch service, and we are looking for a talented and experienced Customer Service Team Lead to join our ranks. If you are a motivated and results-driven individual with a passion for leadership and customer service, we encourage you to apply for this exciting opportunity.
Job Summary
As a Customer Service Team Lead at arenaflex, you will supervise and coach a fast-paced team to provide an exceptional experience to our customers and clients. You will lead your team to success by producing and implementing new ideas to increase productivity, increase customer satisfaction, and utilize data to make operational improvements. As a Team Lead, you will oversee day-to-day operations, monitor open orders, intervene as necessary to correct problems, provide support and decision-making for the team, ensure KPIs are met, work closely with the Broker Relationship Management team, and coach, develop, and provide reviews to your associates.
Key Responsibilities
- Monitor day-to-day team operations, including queue management and inbound/outbound broker and customer communication, as well as any 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.
- 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 in real-time, and audit agent order handling and provide feedback in 1x1 meetings.
- 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 and Progression
As a Team Lead - Customer Experience at arenaflex, your role expectations will progress as follows:
First 30 Days
- 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.
First 90 Days
- 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.
First 180 Days
- 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.
Essential Qualifications and Skills
To be successful in this role, 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.
In addition to these essential qualifications, we are looking for candidates with:
- Strong leadership and coaching skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and adapt to changing circumstances.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Team Lead, you will have access to:
- Ongoing training and development opportunities to enhance your skills and knowledge.
- Coaching and mentoring from experienced leaders.
- Opportunities to take on new challenges and responsibilities.
- A collaborative and supportive work environment.
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced work environment that values innovation, excellence, and customer satisfaction. Our company culture is built on:
- A passion for delivering exceptional customer experiences.
- A commitment to teamwork and collaboration.
- A focus on continuous learning and improvement.
- A supportive and inclusive work environment.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- Competitive salary and bonus incentives.
- Equity opportunities 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.
- A variety of additional workplace perks.
Conclusion
If you are a motivated and results-driven individual with a passion for leadership and customer service, we encourage you to apply for this exciting opportunity to join the arenaflex team as a Customer Service Team Lead. With a competitive compensation package, ongoing training and development opportunities, and a collaborative and supportive work environment, this is a unique opportunity to have a positive impact in a high-growth business. Apply now to take the first step in your new career at arenaflex!
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