Customer Experience- Team Lead (N&W)

The Opportunity:   

As an Customer Experience- Team Lead, you will supervise and coach your team to deliver a VIP service experience while helping them grow the skills they need to have successful careers. Share new ideas when it comes to increasing productivity and improving the customer experience within the organization while ensuring that every customer receives timely responses and a high level of accurate, courteous service. You will have the opportunity to build relationships within cross-functional teams and work closely with all levels of the organization. This is a unique opportunity to have a positive impact in a high growth business.  

Schedule for this role will be:  

• 3:00pm-12:00am. Tuesday-Saturday with Sunday and Monday off. 
• Role is hybrid. In office 3 days (Wednesday-Friday) and 2 days remote (Tues/Saturday)
   

How your role contributes to the success of Vivid Seats Customer Experience- Team Lead: 

• Create a positive, fun, and motivating team environment to enhance employee performance and ensure the team remains passionate about delivering positive, professional, and accurate information to customers. 
• Set clear performance goals and monitor individual progress to provide coaching opportunities and to understand employee developmental needs. 
• Monitor staffing levels, agent attendance and ensure adherence to all company procedures and policies. 
• Maintain a culture that strives for excellence by assisting in recruiting, developing, and retaining team members. 
• Ensure that all agents are providing a quality experience is to all customers in a timely manner. 

• Review and report on agent KPIs on a frequent basis to provide appropriate recognition or guidance for improvements. 
• Document call center quality concerns and trends for procedural changes and recommendations. 

How your role expectations will progress as an Customer Experience- Team Lead in the first 30, 90, and 180 days: 

30 days in as a Customer Experience- Team Lead:

• Complete new hire orientation, gaining the resources you need to be successful.  

• Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers. 
• Acclimate to team and company norms, business objectives, and Vivid Seats values. 
• Gain industry knowledge and experience to learn how to manage customer inquiries and provide appropriate solutions. 
• Understand company performance metrics and values to hold your team accountable for and work toward.  
• Complete training with a complete understanding of how this role plays an important part in lowering customer anxiety 

90 days in as a Customer Experience- Team Lead:

• Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies. 
• Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives. 
• Gain ability to recognize order issues and trends while monitoring agent’s day to day activity.  

• Display ability to recognize and address agent errors and provide constructive feedback on how to meet their KPI’s more effectively.  

180 days in as a Customer Experience- Team Lead:

• Apply methods to execute individual tasks that positively impacts the team.  
• Play an active role in continued learnings to advance skill sets necessary for team goals. 
• Proactively monitor agent performance and provide solid solutions on how to meet their individual and team goals.  

• Manage highly complex, escalated, and high value contacts without guidance. 
• Ingrained as a key player of the team who runs autonomously throughout day-to-day responsibilities. 

What You’ll Bring as a Customer Experience- Team Lead: 

• Previous leadership experience and ability to work with minimal supervision.  

• Experience in a call center, hospitality or retail environments preferred. 
• Strong analytical, problem-solving and organization skills are necessary, as well as impeccable/professional communication skills. 
• Proven track record of successfully managing, training, and motivating their team to provide excellent customer service. 
• Ability to communicate effectively across all levels of management.  
• Ability to prioritize, troubleshoot and coordinate multiple tasks while meeting deadlines in a fast-paced, changing environment. 

• Willing to work overtime, nights, and weekends as the schedule and business needs dictate. 
• Genuine interest in customer service as well as sports and entertainment. 
• Bachelor's degree required.  

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