Customer Service Team Lead
1 month ago
At Vivid Seats, we're committed to delivering exceptional experiences for our customers and clients. As a Customer Service Team Lead, you'll play a critical role in leading our fast-paced team to provide top-notch support and service.
Key Responsibilities:- Supervise and coach a team of customer service representatives to ensure exceptional customer experiences.
- Monitor day-to-day operations, including queue management and inbound/outbound broker and customer communication.
- Develop and implement strategies to meet Service Level Agreements (SLAs) for inbound phone, chat, and queue work.
- Handle escalated broker and customer issues, providing real-time support to Seller Ops agents, offshore partners, internal departments, and sellers.
- Facilitate agent development through bi-annual reviews, new agent training, and coaching feedback.
- Communicate high-level issues and fulfillment 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.
- Track record of performance and reliability.
- Vivid Seats offers competitive compensation, bonus incentives, and equity for all employees.
- FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and a variety of additional workplace perks.
We're an equal opportunity employer that values a diverse workforce and sense of belonging. If you're passionate about delivering exceptional customer experiences, we encourage you to apply.
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