Customer Service Team Lead – Night & Weekend Operations | Remote/Hybrid Leadership Role at arenaflex

Step Into Leadership at arenaflex: Customer Service Team Lead (Night & Weekend Operations)

Are you a motivated, people-first leader who thrives when the rest of the world is winding down? Do you excel in fast-paced environments where every interaction counts and every decision matters? arenaflex, a dynamic and rapidly growing force in the live entertainment ticketing marketplace, is searching for an exceptional Customer Service Team Lead – Night & Weekend Operations to champion our after-hours support team and elevate the seller and buyer experience to new heights.

This isn't your typical customer service supervisor role. At arenaflex, our Team Leads are operational leaders, coaches, problem solvers, and culture builders rolled into one. You'll lead a high-energy team of customer service agents and offshore partners who keep our marketplace running smoothly during the critical evening, late-night, and weekend hours. If you're passionate about developing talent, driving measurable improvements, and creating meaningful customer relationships, this opportunity is built for you.

Our company sits at the intersection of live entertainment and technology, connecting millions of fans with unforgettable experiences through our ticketing platform. As a Team Lead at arenaflex, you'll have direct influence over how sellers and buyers experience our brand during some of our most active hours — game days, concert nights, and weekend event peaks.

Why This Role Matters at arenaflex

Live entertainment doesn't sleep — and neither does our commitment to customer excellence. The Night & Weekend Team Lead plays a pivotal role in:

• Protecting the arenaflex brand promise by ensuring every customer and seller interaction during off-hours meets our high standards of quality and care.
• Driving team performance through real-time coaching, structured feedback, and strategic operational oversight.
• Building lasting relationships with sellers, brokers, internal stakeholders, and offshore partners who depend on arenaflex for seamless order fulfillment.
• Identifying opportunities for improvement using data, trend analysis, and frontline insights to inform leadership decisions.

What You'll Do Day-to-Day as a Customer Service Team Lead

As our Customer Service Team Lead – Night & Weekend Operations, you'll wear many hats. Your primary focus will be supervising, coaching, and developing a dedicated team while owning the operational heartbeat of our after-hours support function.

Core Responsibilities

• Team Leadership & Coaching: Lead, mentor, and develop a team of customer service agents during evening, night, and weekend shifts. Provide real-time coaching, conduct structured 1-on-1 meetings, and deliver frequent performance feedback that drives growth.
• Operational Oversight: Monitor day-to-day team operations, including queue management, inbound and outbound communication with brokers and customers, and pending order confirmations from ticket sellers. Ensure timely confirmation across all open orders.
• SLA & KPI Management: Develop and execute strategies to consistently meet Service Level Agreements (SLAs) across inbound phone, chat, and queue work. Track and drive performance against KPIs.
• Escalation Handling: Serve as the primary escalation point for complex broker and customer issues. Make decisive judgment calls that protect customer trust and arenaflex's reputation.
• Real-Time Support: Provide hands-on support to Order Fulfillment agents, offshore Business Process Outsourcing (BPO) partners, internal departments, and sellers in real time.
• Agent Development: Facilitate bi-annual reviews, lead new agent training, audit agent order handling, and provide constructive feedback during 1-on-1 coaching sessions.
• Trend Communication: Identify and communicate high-level issues, fulfillment trends, and operational insights to upper management for strategic decision-making.
• Recruiting & Hiring: Interview and onboard new agents to expand the team and maintain coverage quality.
• Corrective Action & Accountability: Prepare and facilitate corrective action plans when necessary, balancing empathy with accountability.
• Payroll Management: Approve and audit bi-weekly payroll to ensure accuracy and compliance.
• Project Management: Manage multiple projects and competing priorities simultaneously, demonstrating strong organizational agility.

Your Growth Journey at arenaflex

At arenaflex, we believe leadership development is an ongoing journey, not a destination. Here's how your role will evolve over your first six months:

First 30 Days: Foundation & Immersion

• Complete a comprehensive new hire orientation designed to equip you with the tools, resources, and knowledge needed to thrive.
• Develop advanced understanding of how ticket marketplaces operate and how arenaflex delivers exceptional experiences to customers and sellers.
• Become proficient with Workforce Management tools including ADP, InContact reporting, and Freshdesk reporting.
• Begin conducting 1-on-1 meetings with your direct reports, focusing on building rapport, establishing trust, and identifying early coaching opportunities.

First 90 Days: Contribution & Connection

• Begin contributing ideas, approaches, and methods that support broader business goals and drive measurable team efficiencies.
• Build and harvest strong relationships with internal departments and external partners to advance team objectives.
• Develop the ability to recognize order issues, fulfillment trends, and agent performance patterns through daily activity monitoring.
• Demonstrate your capacity to identify agent errors and deliver constructive feedback that improves KPI attainment.

First 180 Days: Independence & Impact

• Apply refined methods to execute tasks that create a positive, lasting impact on team performance and morale.
• Take an active role in continued learning to advance the skill sets needed for ambitious team goals.
• Complete tri-annual reviews for your direct reports in support of your Senior Manager.
• Independently resolve escalated customer issues, delivering positive outcomes that enhance the ticket-buying experience.

What You Bring to arenaflex

Essential Qualifications & Experience

• Ticket Fulfillment Expertise: Excellent working knowledge of the ticket fulfillment process, including order management, broker relationships, and marketplace dynamics.
• Problem-Solving Prowess: Strong analytical and independent decision-making skills, with the ability to think on your feet in high-pressure situations.
• Multitasking Mastery: Proven ability to manage multiple tasks and projects simultaneously without sacrificing quality or attention to detail.
• Proactive Mindset: Demonstrated ability to identify potential order problems before they escalate and develop effective resolutions.
• Performance Track Record: A consistent history of high performance, reliability, and results-driven leadership.

Preferred Skills & Competencies

• Prior experience leading customer service or support teams, ideally in an e-commerce, marketplace, or ticketing environment.
• Comfort with contact center technologies, workforce management platforms, and CRM tools.
• Strong communication skills — both written and verbal — with the ability to influence at all organizational levels.
• Experience managing offshore partners or BPO relationships.
• A genuine passion for live entertainment and the customer experience.

The arenaflex Work Environment & Culture

At arenaflex, we're more than a ticketing company — we're a community of passionate people who believe in the power of live experiences. Our culture is built on collaboration, innovation, accountability, and celebration. When you join arenaflex, you join a team that:

• Values growth: We invest in our people through mentorship, training, and clear career progression pathways.
• Embraces flexibility: Our hybrid work model empowers you to do your best work, balancing in-office collaboration with remote focus time.
• Celebrates wins: From team shoutouts to company-wide recognition, we make sure great work gets noticed.
• Champions inclusion: We believe diverse perspectives make us stronger and more innovative.

Schedule & Work Model

• Shift Hours: 3:00 PM – 12:00 AM (midnight), with Sunday and Monday off.
• Work Model: Hybrid — three days in the office, two days remote each week.

This schedule is ideal for night owls, parents with daytime commitments, or anyone who prefers leading teams during peak engagement hours when live events are top of mind for our customers.

Compensation, Perks & Benefits

arenaflex offers a comprehensive compensation and benefits package designed to support your professional growth, personal well-being, and passion for live entertainment:

• Competitive base salary with bonus incentive opportunities.
• Equity grants for all employees, so you share in arenaflex's success.
• Flexible PTO and dedicated mental health days to recharge.
• Comprehensive medical, dental, and vision insurance for you and your family.
• 401(k) retirement plan with company matching.
• Monthly credits and discounts for attending live events — because we believe our team should experience the magic we help create.
• Hybrid working model for work-life balance.
• A variety of additional workplace perks including team outings, wellness programs, and continuous learning opportunities.

Your Next Chapter Starts at arenaflex

If you're ready to lead a high-performing team, make a measurable impact on a growing business, and help shape the future of live entertainment customer experience, we want to hear from you. At arenaflex, you'll find more than a job — you'll find a career path, a supportive leadership team, and a mission worth pouring your energy into.

Apply today and become the leader who helps arenaflex deliver exceptional experiences, one customer at a time — even after the sun goes down.