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Customer Service Team Lead
2 months ago
Vivid Seats is a leading online ticket marketplace founded in 2001. We're committed to connecting fans to live events, artists, and teams they love. Our company culture empowers employees to embrace challenges, collaborate, and innovate.
Job SummaryWe're seeking a Team Lead- Customer Service to supervise and coach a fast-paced team. You'll lead your team to success by implementing new ideas, increasing productivity, and utilizing data to improve operations. As a Team Lead, you'll oversee day-to-day operations, monitor open orders, and provide support to your team.
Key Responsibilities- Monitor and manage team operations, including queue management and inbound/outbound communication.
- Develop and implement strategies to meet SLA's for phone, chat, and queue work.
- Handle escalated broker and customer issues.
- Provide real-time support to Seller Ops agents, BPO partners, and internal departments.
- Facilitate agent development through coaching, feedback, and training.
- Communicate high-level issues and trends to upper management.
- Excellent knowledge of the ticket fulfillment process.
- Strong problem-solving and independent decision-making skills.
- Ability to manage multiple tasks and projects simultaneously.
- Proactive in identifying potential order problems and finding resolutions.
- Vivid Seats offers competitive compensation, bonus incentives, equity, FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and more.
We're an equal opportunity employer that values diversity and a sense of belonging. We encourage you to apply regardless of whether you meet every qualification.
