Night & Weekend Customer Service Team Lead – Leadership, Coaching, Data‑Driven Operations & Seller Success at arenaflex

About arenaflex – Shaping the Future of Live‑Event Commerce

arenaflex is a fast‑growing leader in the live‑event ticket marketplace, connecting millions of fans with unforgettable experiences every day. Our platform empowers sellers, brokers, and fans to buy and sell tickets securely, efficiently, and with confidence. As we continue to expand our footprint across the entertainment industry, we are looking for passionate, results‑oriented professionals who thrive in dynamic environments and are eager to make a tangible impact on both customers and the business.

Why This Role Matters

The Night & Weekend Customer Service Team Lead is the heartbeat of our after‑hours support operation. You will guide a high‑energy team that handles critical order fulfillment, broker communications, and customer interactions during peak ticket‑buying hours. Your leadership will directly influence seller satisfaction, operational efficiency, and the overall reputation of arenaflex as the go‑to marketplace for live events.

Position Overview

Working on a hybrid schedule (three days in the office, two days remote) from 3:00 pm – 12:00 am with Sundays and Mondays off, you will supervise, coach, and develop a team of Customer Service Representatives who manage inbound and outbound communications, monitor order pipelines, and resolve escalated issues. You will partner closely with the Broker Relationship Management team, internal support functions, and offshore partners to ensure seamless order processing and exceptional seller experiences.

Key Responsibilities

Operational Leadership

• Oversee day‑to‑day team activities, including queue management, order monitoring, and real‑time decision making.
• Ensure service level agreements (SLAs) for phone, chat, and queue work are consistently met or exceeded.
• Audit agent order handling, provide immediate feedback, and implement corrective actions when necessary.
• Approve and audit bi‑weekly payroll for the team, maintaining accuracy and compliance.
• Manage multiple concurrent projects, from process improvements to technology rollouts.

Coaching & Development

• Conduct bi‑annual performance reviews, new‑agent onboarding, and ongoing one‑on‑one coaching sessions.
• Identify skill gaps, deliver targeted training, and foster a culture of continuous learning.
• Interview, hire, and onboard new Customer Service Representatives, building a high‑performing team.
• Facilitate tri‑annual reviews for direct reports in partnership with senior management.

Data‑Driven Process Improvement

• Leverage arenaflex reporting tools (formerly ADP, InContact, Freshdesk) to analyze performance metrics, identify trends, and drive operational enhancements.
• Develop and implement innovative ideas to boost productivity, reduce order errors, and increase seller satisfaction.
• Communicate high‑level operational insights and fulfillment trends to senior leadership.

Stakeholder Collaboration

• Partner with the Broker Relationship Management team to resolve broker‑specific issues and maintain strong partnerships.
• Provide real‑time support to Order Fulfillment agents, offshore BPO partners, internal departments, and ticket sellers.
• Escalate and resolve complex broker or customer issues, ensuring a positive ticket‑buying experience.

Performance Milestones – First 30, 90, and 180 Days

First 30 Days

• Complete new‑hire orientation and immerse yourself in arenaflex’s ticket marketplace ecosystem.
• Gain proficiency with arenaflex workforce management tools and reporting platforms.
• Initiate one‑on‑one coaching sessions with each direct report to establish rapport and set expectations.

First 90 Days

• Contribute to the refinement of operational methods and technologies that align with business goals.
• Develop strong internal and external relationships, recognizing order issues and trends early.
• Provide constructive feedback to agents, helping them meet and exceed key performance indicators (KPIs).

First 180 Days

• Execute proven methods that positively impact team performance and seller satisfaction.
• Lead tri‑annual performance reviews and support senior management in talent development.
• Independently resolve escalated customer issues, reinforcing arenaflex’s commitment to exceptional service.

Essential Qualifications

• Demonstrated expertise in ticket fulfillment processes and marketplace dynamics.
• Strong problem‑solving abilities with a track record of independent decision making.
• Proven experience managing multiple tasks and projects in a fast‑paced environment.
• Excellent communication skills, both written and verbal, with the ability to influence and coach diverse teams.
• Ability to proactively identify potential order problems and implement effective resolutions.
• Consistent record of performance reliability and meeting or exceeding targets.

Preferred Qualifications

• Prior experience leading night or weekend customer service teams in e‑commerce or ticketing.
• Familiarity with workforce management and reporting platforms (e.g., arenaflex reporting suite).
• Experience collaborating with broker or partner networks.
• Background in data analysis to drive operational improvements.
• Certification in customer service management or related fields.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain talent.
• Analytical Thinking: Comfort with data, metrics, and performance dashboards.
• Customer‑Centric Mindset: Commitment to delivering an outstanding seller and buyer experience.
• Process Optimization: Skill in identifying inefficiencies and implementing scalable solutions.
• Collaboration: Strong partnership skills across cross‑functional teams and external partners.
• Adaptability: Thrive in a high‑growth, ever‑changing environment.

Career Growth & Learning Opportunities

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

• Leadership development programs and mentorship from senior executives.
• Continuous training on the latest ticketing technologies and industry best practices.
• Opportunities to transition into senior operations, product, or strategy roles as the company scales.
• Cross‑departmental projects that broaden your skill set and visibility within the organization.

Work Environment & Culture

Our hybrid work model blends the energy of an in‑office collaborative space with the flexibility of remote work. arenaflex fosters a culture of:

• Innovation – encouraging team members to propose and test new ideas.
• Inclusivity – celebrating diverse perspectives and backgrounds.
• Transparency – open communication channels with leadership.
• Work‑life balance – flexible scheduling, generous PTO, and mental‑health days.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary commensurate with experience, plus performance‑based bonuses.
• Equity participation, allowing you to share in the company’s growth.
• Flexible paid time off (FLEX PTO) and dedicated mental‑health days.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement plan with company matching.
• Monthly credits and discounts for attending live events – experience the product you support.
• Hybrid working model with three days on‑site and two days remote.
• Additional workplace perks such as wellness programs, employee assistance resources, and team‑building events.

How to Apply

If you are ready to lead a high‑performing night‑shift team, drive operational excellence, and shape the future of live‑event commerce, we want to hear from you. Click the link below to submit your application and join arenaflex’s mission to deliver unforgettable experiences to fans worldwide.

Apply Job!

Join arenaflex – Make an Impact Every Night

At arenaflex, your leadership will directly influence the satisfaction of sellers and buyers across the nation. You’ll be part of a collaborative, forward‑thinking team that values your ideas, supports your growth, and celebrates your successes. Take the next step in your career and help us set the standard for excellence in the ticket marketplace.