Customer Service Team Lead – Nights & Weekends Operations, Coaching & Broker Support

About arenaflex

arenaflex is a dynamic, high-growth organization operating in the fast-paced world of online ticket marketplace operations and customer experience delivery. We connect buyers, sellers, and broker partners through a seamless, technology-driven platform, and we are committed to providing exceptional service experiences at every touchpoint. Our culture is built on collaboration, accountability, and continuous improvement, and we believe that great customer experiences start with great people. At arenaflex, every team member plays a vital role in shaping the future of live event commerce, and we are looking for passionate leaders who want to make a measurable impact on customer satisfaction, team performance, and operational excellence.

Position Overview

We are seeking an experienced, hands-on Customer Service Team Lead – Nights & Weekends Operations, Coaching & Broker Support to join our Customer Experience organization. In this pivotal role, you will supervise, coach, and inspire a fast-paced customer service team that supports our sellers, brokers, and end-user customers during evening and weekend hours. You will lead by example, drive productivity improvements, champion customer satisfaction, and leverage data and analytics to identify operational enhancements. As a frontline leader, you will oversee day-to-day queue management, monitor open orders, intervene to resolve complex issues, and ensure that key performance indicators (KPIs) and service level agreements (SLAs) are consistently met or exceeded.

This position offers a unique opportunity to positively influence a high-growth business while building meaningful relationships with internal teams, external broker partners, and customers at every level of the organization. If you thrive in a fast-paced environment, love developing talent, and are passionate about operational excellence, we want to hear from you.

Work Schedule & Hybrid Model

• Shift Hours: 3:00 PM – 12:00 AM (midnight)
• Days Off: Sunday and Monday
• Work Model: Hybrid – 3 days in the office and 2 days remote

Key Responsibilities

Daily Operations & Queue Management

• Monitor day-to-day team operations, including queue management and inbound/outbound communication with brokers, customers, and sellers.
• Track and review all pending orders to ensure timely confirmation by ticket sellers.
• Intervene as necessary to correct issues, provide real-time support, and make decisions that protect the customer experience.
• Provide real-time assistance to Order Fulfillment agents, offshore (BPO) partners, internal departments, and sellers.

Performance & SLA Management

• Develop, monitor, and manage strategy to meet SLAs for inbound phone, chat, and queue work.
• Track and analyze key performance metrics, identifying trends and opportunities for improvement.
• Audit agent order handling and provide structured, constructive feedback in 1-on-1 meetings.

Escalations & Issue Resolution

• Handle escalated broker and customer issues with professionalism, empathy, and efficiency.
• Communicate high-level issues and fulfillment trends to upper management promptly.
• Independently resolve escalated customer issues to deliver a positive ticket-buying experience.

Team Leadership & Development

• Facilitate agent development through bi-annual reviews, new agent training, and frequent real-time coaching feedback.
• Conduct impactful 1-on-1 meetings that focus on coaching, career development, and rapport building.
• Interview and hire new agents who align with arenaflex's values and performance standards.
• Prepare and facilitate corrective action when necessary, always with a focus on growth and accountability.
• Approve and audit bi-weekly payroll with precision and attention to detail.

Cross-Functional Collaboration

• Work closely with the Broker Relationship Management team to strengthen partnerships and resolve issues.
• Manage multiple projects simultaneously, balancing operational responsibilities with strategic initiatives.
• Contribute to process improvements, methods, and technologies that support overall business goals and drive team efficiencies.

What Your First 30, 90, and 180 Days Will Look Like

First 30 Days – Foundation & Orientation

• Complete new hire orientation and gain access to the resources, tools, and training you need to succeed.
• Build advanced knowledge of how ticket marketplaces operate and how your role contributes to exceptional customer experiences.
• Become proficient in Workforce Management tools such as ADP, inContact reporting, and Freshdesk reporting.
• Begin conducting 1-on-1 meetings with direct reports, focusing on coaching, feedback, and relationship building.

First 90 Days – Contribution & Momentum

• Contribute ideas, approaches, and technologies to support overall business goals and drive team efficiencies.
• Cultivate and maintain strong internal and external relationships to advance team objectives.
• Demonstrate the ability to recognize order issues and trends while monitoring agents' day-to-day activity.
• Display confidence in identifying and addressing agent errors, providing constructive feedback to help them meet their KPIs more effectively.

First 180 Days – Ownership & Leadership

• Apply proven methods to execute individual tasks that positively impact team performance and customer outcomes.
• Play an active role in continued learning and development to advance the skill sets necessary for long-term team goals.
• Complete tri-annual performance reviews for direct reports in support of your Senior Manager.
• Independently resolve escalated customer issues while maintaining a positive, solution-oriented approach.

Qualifications & Experience

Essential Qualifications

• Excellent knowledge of the ticket fulfillment process and related operational workflows.
• Strong problem-solving and independent decision-making skills.
• Proven ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
• Proactive mindset with the ability to identify potential order problems and drive timely resolutions.
• Demonstrated track record of strong performance, reliability, and professional accountability.

Preferred Qualifications

• Prior experience leading customer service or contact center teams, preferably in e-commerce, marketplace, or ticketing environments.
• Familiarity with ticketing platforms, customer support tools (such as Freshdesk, inContact, or similar), and workforce management systems.
• Experience working with offshore (BPO) partners and cross-functional internal teams.
• Comfort with data-driven decision making and the ability to translate metrics into actionable improvements.

Skills & Competencies for Success

• Leadership: Ability to inspire, coach, and develop a high-performing team.
• Communication: Clear, professional, and empathetic communication across all channels and levels of the organization.
• Analytical Thinking: Strong ability to interpret data, identify trends, and make informed operational decisions.
• Conflict Resolution: Skilled at de-escalating tense situations and finding mutually beneficial solutions.
• Adaptability: Comfortable shifting priorities quickly in a dynamic, high-volume environment.
• Customer Obsession: Genuine passion for delivering outstanding customer and broker experiences.
• Time Management: Excellent organizational skills with the ability to juggle competing priorities effectively.

Career Growth & Learning Opportunities

At arenaflex, we invest in our people. As a Team Lead, you will gain exposure to senior leadership, cross-functional initiatives, and strategic projects that will sharpen your leadership and operational skills. We provide ongoing coaching, mentorship, and professional development resources to help you grow into roles of increasing responsibility. Many of our leaders have advanced into senior management, operations strategy, and director-level positions by demonstrating excellence in roles like this one. Whether you aspire to manage a larger team, specialize in operations analytics, or transition into a strategic leadership role, arenaflex will support your journey.

Work Environment & Company Culture

arenaflex fosters a collaborative, inclusive, and performance-driven culture where every voice is heard. We believe that diversity of thought and experience drives innovation, and we are committed to building a workplace where team members feel valued, supported, and empowered. Our hybrid working model offers flexibility while preserving the connection and collaboration that comes from in-office engagement. We celebrate wins together, learn from challenges, and maintain a shared commitment to delivering excellence for our customers, brokers, and partners.

Compensation, Perks & Benefits

arenaflex offers a comprehensive total rewards package designed to support the well-being, growth, and happiness of our team members, including:

• Competitive base compensation with performance-based bonus incentives.
• Equity opportunities for all employees.
• Flexible paid time off (FLEX PTO) plus dedicated mental health days.
• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Monthly credits and discounts for attending live events.
• Hybrid working model with flexibility and autonomy.
• A wide variety of additional workplace perks and wellness resources.

How to Apply

If you are an experienced customer service leader with a passion for coaching teams, driving operational excellence, and creating exceptional customer experiences, we invite you to apply today. Join arenaflex and become part of a high-growth organization that values your leadership, rewards your impact, and supports your career ambitions. We are excited to learn more about you and explore how you can contribute to our continued success.