Customer Service Team Lead

1 month ago


Coppell, Texas, United States Vivid Seats Full time
Job Title: Customer Service Team Lead

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.
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 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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