Welcome to arenaflex
arenaflex is a dynamic and growth-oriented organization that is revolutionizing the way we think about customer service. As a leader in our industry, we are committed to providing an exceptional experience for our customers and clients. We are seeking an experienced and talented Customer Service Team Lead to join our team and help us achieve our goals. In this role, you will supervise and coach a fast-paced team to provide an exceptional experience to our customers and clients, leading your team to success by producing and implementing new ideas to increase productivity, increase customer satisfaction, and utilize data to make operational improvements.
Job Overview
As a Team Lead of Customer Service Nights and Weekends at arenaflex, you will oversee day-to-day operations, monitor open orders, intervene as necessary to correct problems, provide support and decisioning for the team, ensure KPIs are met, work closely with the Broker Relationship Management team, and coach, develop, and provide reviews to your associates. You will have the opportunity to build customer and client relationships, working closely with all levels of the organization. This is a unique opportunity to have a positive impact in a high-growth business.
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.
Schedule and Work Environment
The schedule for this position is 3:00 pm - 12:00 am, with Sunday/Monday off. We offer a hybrid model, with 3 days in the office and 2 days remote. This allows for a great balance between collaboration and flexibility. Our office environment is dynamic and fast-paced, with a focus on teamwork and innovation.
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 the ability to recognize order issues and trends while monitoring agent's day-to-day activity.
- Display the 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.
Requirements and Qualifications
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 requirements, we are looking for someone with a strong passion for customer service, excellent communication skills, and the ability to work in a fast-paced environment.
Skills and Competencies
To succeed as a Customer Service Team Lead at arenaflex, you will need to possess the following skills and competencies:
- Strong leadership and coaching skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and adapt to changing circumstances.
- Strong problem-solving and analytical skills.
- Ability to manage multiple tasks and projects simultaneously.
- Proactive and results-driven approach.
Career Growth and Development
At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Team Lead, you will have access to a range of training and development opportunities, including:
- Bi-annual reviews and feedback sessions.
- New agent training and coaching programs.
- Opportunities for career advancement and professional growth.
- Access to industry-leading tools and technologies.
Work Environment and Company Culture
At arenaflex, we pride ourselves on our dynamic and innovative work environment. Our company culture is built around the following values:
- Customer-centric approach.
- Teamwork and collaboration.
- Innovation and creativity.
- Results-driven approach.
- Continuous learning and development.
We believe in fostering a positive and inclusive work environment, where our employees can thrive and grow.
Compensation and Benefits
At arenaflex, we offer a competitive compensation package, including:
- Salary and bonus incentives.
- Equity opportunities for all employees.
- FLEX PTO and mental health days.
- Medical, dental, and vision insurance.
- 401K matching and retirement savings plan.
- Monthly credits and discounts for attending live events.
- Hybrid working model and flexible work arrangements.
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Team Lead at arenaflex, you will have the chance to make a real impact on our customers and our business, while developing your skills and advancing your career. Don't miss out on this opportunity to join our dynamic team and contribute to our mission of delivering exceptional customer experiences.
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