Welcome to arenaflex
arenaflex is a dynamic and growth-oriented organization that values exceptional customer experiences. As a leader in our industry, we are committed to providing top-notch service to our clients and customers. Our team is passionate about delivering outstanding results, and we are seeking an experienced Customer Service Team Lead to join our ranks. If you are a motivated and results-driven individual with a passion for leadership and coaching, we encourage you to apply for this exciting opportunity.
Job Overview
As a Team Lead of Customer Service Nights and Weekends 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. Your expertise will be instrumental in driving our team's success, and your contributions will have a direct impact on our business growth.
Key Responsibilities
- Oversee day-to-day operations, including monitoring open orders, intervening as necessary to correct problems, providing support and decisioning for the team, and ensuring KPIs are met
- Work closely with the Broker Relationship Management team to build customer and client relationships and drive business results
- Coach, develop, and provide reviews to your associates, facilitating agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling
- Monitor and manage strategy to meet SLAs for inbound phone, chat, and queue work, handling escalated broker and customer issues, and providing real-time support to Order Fulfillment agents, offshore partners, internal departments, and sellers
- 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, and approve and audit bi-weekly payroll
- Manage multiple tasks and projects simultaneously, prioritizing tasks and meeting deadlines in a fast-paced environment
Role Expectations and Progression
As a Team Lead - Customer Service at arenaflex, your role expectations will progress over the first 30, 90, and 180 days. Here's what you can expect:
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
What You'll Bring to the Role
To be successful as a Team Lead - Customer Service at arenaflex, 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 approach to identifying potential order problems and finding resolutions
- Track record of performance and reliability
Benefits and Perks
At arenaflex, we offer a comprehensive benefits package, 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, with 3 days in the office and 2 days remote
- A variety of additional workplace perks
Work Environment and Company Culture
At arenaflex, we pride ourselves on our dynamic and supportive work environment. Our team is passionate about delivering exceptional results, and we foster a culture of collaboration, innovation, and continuous learning. As a Team Lead - Customer Service, you'll be an integral part of our team, and your contributions will be valued and recognized.
Conclusion
If you're a motivated and results-driven individual with a passion for leadership and coaching, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Customer Service Team Lead, you'll have the chance to make a real impact on our business and drive exceptional customer experiences. Don't miss out on this opportunity to take your career to the next level and join a dynamic and growth-oriented organization. Apply now to become a part of our team and start your journey to success!
Apply Now