Customer Service Team Lead

3 weeks ago

Coppell, Texas, United States Vivid Seats Full time
About Vivid Seats

Vivid Seats is a leading online ticket marketplace founded in 2001. We're committed to becoming the ultimate partner for connecting fans to live events, artists, and teams they love. Our company culture empowers employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

Job Summary

We're seeking a highly skilled Team Lead- Customer Service to supervise and coach a fast-paced team in providing exceptional experiences to our customers and clients. As a Team Lead, you'll lead your team to success by producing and implementing new ideas to increase productivity, customer satisfaction, and operational improvements.

Key Responsibilities
  • Monitor day-to-day team operations, including queue management and inbound/outbound broker and customer communication.
  • Manage strategy to meet SLA's for Inbound phone, chat, and queue work.
  • Handle escalated broker and customer issues.
  • Provide real-time support to Seller Ops agents, Offshore (BPO) partners, internal departments, and sellers.
  • Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback in real-time, and audit agent order handling and provide feedback in 1x1 meetings.
  • Communicate high-level issues and fulfillment trends to upper management.
  • Audit agent order handling.
  • Interview and hire agents.
  • Prepare and facilitate corrective action when needed.
  • Approve and audit bi-weekly payroll.
  • Manage multiple tasks and projects simultaneously.
What You'll Bring
  • 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.
  • Track record of performance and reliability.
Benefits
  • Vivid Seats provides competitive compensation, bonus incentives, and equity for all employees.
  • FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, monthly credits and discounts for attending live events, hybrid working model, and a variety of additional workplace perks.
Our Commitment

We're an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements, and we encourage you to apply regardless of whether you meet every qualification.

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