Night & Weekend Customer Service Team Lead – Operations Management, Coaching & Data‑Driven Performance 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 mission is to deliver a seamless, trustworthy, and exhilarating ticket buying journey for both sellers and buyers worldwide. As we continue to expand our footprint, we are looking for passionate, data‑savvy leaders who can inspire high‑performing teams and drive operational excellence. If you thrive in a dynamic, technology‑enabled environment and want to make a tangible impact on the entertainment industry, read on.

Why This Role Matters

As the Night & Weekend Customer Service Team Lead at arenaflex, you will be the cornerstone of our after‑hours support operation. Your leadership will directly influence customer satisfaction, seller confidence, and overall marketplace health. By coaching a dedicated team of agents, optimizing workflows, and leveraging data insights, you will help ensure that every ticket transaction is smooth, timely, and delightful.

Key Responsibilities

• Supervise and coach a high‑energy night‑shift team (3 pm – 12 am) to consistently meet and exceed KPI targets.
• Monitor open orders, intervene to resolve issues, and ensure timely confirmation for ticket sellers.
• Manage queue performance, inbound/outbound broker communications, and maintain SLA compliance for phone, chat, and ticket queues.
• Handle escalated broker and customer issues, providing real‑time support to Order Fulfillment agents, offshore BPO partners, internal departments, and sellers.
• Conduct bi‑annual performance reviews, new‑agent onboarding, and ongoing coaching sessions to develop talent.
• Audit agent order handling, deliver constructive feedback, and implement corrective actions when necessary.
• Collaborate closely with the Broker Relationship Management team to align on seller expectations and marketplace standards.
• Prepare and approve bi‑weekly payroll for the night‑shift team, ensuring accuracy and compliance.
• Analyze operational data, identify trends, and communicate high‑level insights to senior leadership.
• Participate in hiring processes, from interview to onboarding, to build a robust talent pipeline.
• Lead multiple concurrent projects, such as process improvements, technology rollouts, and cross‑functional initiatives.

Schedule & Work Model

This position follows a night‑shift schedule of 3:00 pm – 12:00 am with Sundays and Mondays off. The role operates in a hybrid model: three days per week in the arenaflex office and two days remote, offering flexibility while maintaining strong team cohesion.

Career Progression Timeline

First 30 Days – Foundations

• Complete comprehensive new‑hire orientation and familiarize yourself with arenaflex’s ticket marketplace ecosystem.
• Gain proficiency in workforce management tools such as ADP, InContact reporting, and Freshdesk analytics.
• Begin one‑on‑one coaching sessions with direct reports to establish rapport and set performance expectations.

30‑90 Days – Impact

• Introduce innovative methods, tools, or processes that enhance team efficiency and align with broader business goals.
• Develop strong internal and external relationships, recognizing order‑related trends and proactively addressing them.
• Provide actionable feedback to agents, helping them meet and surpass KPI benchmarks.

90‑180 Days – Leadership Mastery

• Execute refined operational tactics that positively influence team outcomes and overall marketplace health.
• Lead tri‑annual performance reviews for your team, supporting senior management with data‑driven insights.
• Independently resolve complex escalated customer issues, ensuring a premium ticket buying experience.

Essential Qualifications

• Proven experience in ticket fulfillment, e‑commerce, or a related high‑volume customer service environment.
• Demonstrated ability to lead, coach, and develop a team of customer service professionals.
• Strong analytical mindset with the ability to interpret operational data and translate insights into actionable improvements.
• Excellent problem‑solving skills and confidence in making independent decisions under pressure.
• Track record of meeting or exceeding performance metrics and reliability in a fast‑paced setting.

Preferred Qualifications & Skills

• Experience with workforce management platforms (e.g., ADP, NICE inContact, Freshdesk) and KPI reporting.
• Background in managing offshore or BPO partnerships.
• Exceptional communication skills, both written and verbal, with the ability to influence stakeholders at all levels.
• Project management experience, including the ability to juggle multiple initiatives simultaneously.
• Familiarity with ticket marketplace regulations and compliance standards.

Core Competencies for Success

• Leadership & Coaching: Inspire confidence, provide clear direction, and nurture growth.
• Data‑Driven Decision Making: Leverage metrics to drive continuous improvement.
• Customer‑Centric Mindset: Prioritize the experience of both buyers and sellers.
• Adaptability: Thrive in a rapidly evolving environment and adjust strategies on the fly.
• Collaboration: Work cross‑functionally with product, operations, and broker teams.

Growth Opportunities & Learning Benefits

arenaflex invests heavily in the professional development of its leaders. In this role, you will have access to:

• Mentorship programs with senior executives in operations and product strategy.
• Internal training modules on advanced analytics, conflict resolution, and emerging ticket‑industry trends.
• Opportunities to lead high‑visibility projects that shape the future of the marketplace.
• Career pathways toward senior management positions such as Operations Manager, Director of Customer Experience, or Head of Marketplace Services.

Work Environment & Culture

At arenaflex, we celebrate a culture of innovation, inclusivity, and fun. Our night‑shift team enjoys:

• A collaborative, supportive atmosphere where ideas are welcomed and recognized.
• Flexible hybrid work arrangements that balance office camaraderie with remote productivity.
• Regular team‑building events, both virtual and in‑person, to foster strong bonds.
• A commitment to work‑life balance, reflected in our FLEX PTO policy and dedicated mental‑health days.

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 success.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan with company matching to support long‑term financial goals.
• Generous FLEX PTO, mental‑health days, and paid holidays.
• Monthly credits and discounts for attending live events, giving you firsthand experience of the product you help deliver.
• State‑of‑the‑art office spaces equipped with ergonomic workstations, breakout rooms, and a vibrant break area.
• Continuous learning stipends for certifications, courses, or conferences.

How to Apply

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

Apply Now

Join arenaflex Today

At arenaflex, your leadership will directly influence the joy of millions of fans and the success of countless sellers. Embrace the challenge, unleash your potential, and become a pivotal part of a company that’s redefining how the world experiences live events.