Night & Weekend Customer Service Team Lead – Operational Excellence, Coaching, and Client Success at arenaflex

About arenaflex

arenaflex is a fast‑growing leader in the live‑event ticket marketplace, connecting millions of fans with unforgettable experiences every day. Our platform empowers ticket sellers, brokers, and fans to transact securely, efficiently, and with confidence. As we continue to expand our footprint across the entertainment industry, we are committed to delivering an exceptional experience for every stakeholder—buyers, sellers, and internal partners alike. Our culture is built on innovation, collaboration, and a relentless focus on customer delight.

Why This Role Matters

The Night & Weekend Customer Service Team Lead is a pivotal position that ensures our high‑volume, after‑hours operations run smoothly. You will lead a dynamic team of customer service professionals who handle inbound and outbound communications, order fulfillment, and broker relationships during the most critical hours of the day. Your leadership will directly influence key performance indicators (KPIs), customer satisfaction scores, and the overall efficiency of our ticket fulfillment process.

Role Overview

Reporting to the Senior Manager of Customer Experience, you will supervise, coach, and develop a team that works the 3:00 pm – 12:00 am shift (with Sunday/Monday off). This hybrid role combines three days in the arenaflex office with two remote days, giving you flexibility while maintaining close collaboration with cross‑functional partners.

Core Responsibilities

• Team Leadership & Coaching: Conduct bi‑annual performance reviews, deliver real‑time coaching, and facilitate new‑agent onboarding and training.
• Operational Oversight: Monitor queue management, inbound/outbound broker and customer communications, and ensure timely order confirmations.
• Service Level Management: Drive strategies to meet SLA targets for phone, chat, and queue work, using data‑driven insights to improve productivity.
• Escalation Handling: Resolve escalated broker and customer issues, providing swift, empathetic solutions that protect the brand.
• Cross‑Functional Collaboration: Partner with Order Fulfillment agents, offshore BPO teams, internal departments, and sellers to streamline processes.
• Data‑Driven Decision Making: Audit agent order handling, analyze trends, and communicate findings to senior leadership.
• Talent Management: Interview, hire, and onboard new agents; prepare corrective actions when needed; approve and audit bi‑weekly payroll.
• Project Management: Juggle multiple initiatives simultaneously, ensuring deadlines are met without compromising service quality.

Day‑to‑Day Activities

• Review real‑time dashboards (ADP, InContact, Freshdesk) to track order flow and agent performance.
• Conduct 1‑on‑1 coaching sessions focused on KPI attainment and professional growth.
• Facilitate quick‑response support for offshore partners and internal stakeholders during peak ticket‑selling periods.
• Audit a sample of order handling cases each shift, providing constructive feedback to agents.
• Prepare concise reports on high‑level issues and fulfillment trends for upper management.
• Maintain a pulse on broker relationships, ensuring communication is clear, timely, and aligned with arenaflex standards.

Progression Timeline

First 30 Days – Foundations

• Complete new‑hire orientation and immerse yourself in arenaflex’s ticket marketplace ecosystem.
• Gain proficiency with Workforce Management tools (ADP, InContact, Freshdesk) and begin regular 1‑1s with direct reports.
• Shadow senior leaders to understand escalation pathways and operational nuances.

30‑90 Days – Impact

• Introduce process improvements that enhance team efficiency and reduce order errors.
• Develop strong internal and external relationships, recognizing patterns that affect order fulfillment.
• Demonstrate the ability to identify agent performance gaps and deliver targeted coaching.

90‑180 Days – Mastery

• Lead tri‑annual performance reviews, supporting the Sr. Manager with talent development plans.
• Independently resolve complex escalated issues, ensuring a seamless ticket‑buying experience.
• Champion continuous learning initiatives, fostering a culture of excellence within the night‑shift team.

Essential Qualifications

• Proven experience in ticket fulfillment or a closely related high‑volume e‑commerce environment.
• Strong problem‑solving abilities and a track record of independent decision‑making.
• Demonstrated capability to manage multiple tasks and projects under tight deadlines.
• Excellent communication skills, both written and verbal, with an emphasis on empathy.
• Experience using workforce management and ticketing platforms (e.g., ADP, InContact, Freshdesk) is highly desirable.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Prior leadership experience supervising night‑shift or weekend teams.
• Familiarity with broker relationship management within the ticketing industry.
• Data‑analysis proficiency—ability to interpret KPI dashboards and translate insights into action.
• Certification in customer service excellence (e.g., COPC, ITIL) or similar credentials.

Key Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain talent.
• Operational Acumen: Deep understanding of order lifecycle, from ticket acquisition to buyer delivery.
• Analytical Mindset: Comfort with metrics, trend analysis, and data‑driven decision making.
• Customer‑Centric Attitude: Commitment to delivering a best‑in‑class experience for sellers and buyers.
• Collaboration: Strong partnership skills across internal teams, offshore vendors, and external brokers.
• Adaptability: Thrive in a fast‑changing environment, adjusting priorities as market demand shifts.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Night & Weekend Customer Service Team Lead, you will have access to:

• Mentorship programs with senior leaders in operations, product, and strategy.
• Internal training modules covering advanced analytics, conflict resolution, and leadership best practices.
• Opportunities to transition into senior management roles, such as Customer Experience Manager or Operations Director, as the business scales.
• Cross‑departmental projects that broaden your exposure to product development, technology, and market strategy.

Work Environment & Culture at arenaflex

Our culture blends high performance with genuine care for people. You’ll join a collaborative, inclusive team that values transparency, innovation, and work‑life balance. The hybrid model (three days in‑office, two days remote) offers flexibility while fostering strong interpersonal connections. We celebrate successes, encourage continuous feedback, and provide a supportive environment where every voice matters.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary aligned with market standards for night‑shift leadership roles.
• Performance‑based bonuses and equity participation, allowing you to share in the company’s growth.
• Generous FLEX PTO policy, mental‑health days, and a balanced work schedule.
• Comprehensive medical, dental, and vision coverage for you and your dependents.
• 401(k) plan with company matching to help you build long‑term financial security.
• Monthly credits and discounts for attending live events—experience the product you help deliver.
• Hybrid working model, modern office spaces, and a suite of remote‑work tools.
• Additional perks such as wellness programs, employee assistance resources, and regular team‑building activities.

How to Apply

If you are passionate about leading high‑performing teams, thrive in a fast‑paced ticket marketplace, and are ready to make a tangible impact on arenaflex’s growth, we want to hear from you. Click the link below to submit your application and begin the next exciting chapter of your career.

Apply Job!

Join arenaflex Today

At arenaflex, your leadership will shape the night‑shift experience for thousands of fans and sellers worldwide. Bring your expertise, your enthusiasm, and your drive for excellence—together we’ll set new standards for customer service in the live‑event industry. Apply now and become a catalyst for success!