About careerzynith
careerzynith is a fast‑growing leader in the live‑event ticket marketplace, connecting millions of fans with unforgettable experiences every day. Our platform powers a dynamic ecosystem of ticket sellers, brokers, and buyers, delivering real‑time inventory, transparent pricing, and a seamless purchasing journey. As we continue to expand our footprint across the entertainment industry, we are looking for passionate, data‑driven leaders who can inspire teams, drive operational excellence, and elevate the customer experience to new heights. Join careerzynith and become part of a culture that celebrates innovation, collaboration, and a relentless commitment to delighting fans worldwide.
Why This Role Matters
The Night & Weekend Customer Service Team Lead is the cornerstone of our after‑hours support operation. You will guide a high‑energy team that handles critical order fulfillment, broker communications, and customer inquiries during peak ticket‑selling windows. Your leadership will directly influence key performance indicators (KPIs), seller satisfaction, and the overall reputation of careerzynith as a trusted marketplace. This is a unique opportunity to shape processes, mentor talent, and make a measurable impact on a high‑growth business.
Key Responsibilities
- Team Supervision & Coaching: Lead a night‑shift team of customer service agents, providing real‑time guidance, performance feedback, and bi‑annual reviews to foster continuous improvement.
- Operational Oversight: Monitor open orders, queue management, and inbound/outbound communications to ensure timely confirmation and resolution of ticket transactions.
- KPI Management: Track and drive service level agreements (SLAs) for phone, chat, and queue work, using data analytics to identify trends and implement corrective actions.
- Escalation Handling: Act as the primary point of contact for escalated broker and customer issues, delivering swift, empathetic resolutions that protect seller relationships.
- Cross‑Functional Collaboration: Partner closely with the Broker Relationship Management team, order fulfillment agents, offshore partners, and internal departments to align on priorities and share insights.
- Process Innovation: Propose and execute new ideas that increase productivity, reduce order errors, and enhance overall customer satisfaction.
- Talent Acquisition & Development: Interview, hire, and onboard new agents; conduct ongoing training sessions; and mentor team members to build a pipeline of future leaders.
- Compliance & Payroll Oversight: Approve and audit bi‑weekly payroll, ensure adherence to company policies, and prepare corrective action plans when necessary.
- Reporting & Communication: Deliver high‑level summaries of fulfillment trends and operational challenges to senior management, supporting strategic decision‑making.
- Project Management: Juggle multiple initiatives simultaneously, from process redesigns to technology rollouts, while maintaining day‑to‑day operational stability.
Qualifications – Essential
- Minimum 3 years of experience in a customer service or support environment, with at least 1 year in a supervisory or team‑lead role.
- Demonstrated expertise in ticket fulfillment processes, order lifecycle management, and marketplace dynamics.
- Strong analytical mindset with the ability to interpret data, identify patterns, and drive actionable improvements.
- Excellent problem‑solving skills and the confidence to make independent decisions under pressure.
- Proven ability to manage multiple tasks and projects concurrently while maintaining high quality standards.
- Exceptional communication skills, both written and verbal, with a talent for coaching and delivering constructive feedback.
- Track record of reliability, punctuality, and consistent performance in fast‑paced environments.
Preferred Qualifications
- Experience working in a ticket marketplace, e‑commerce, or similar high‑volume transaction environment.
- Familiarity with workforce management tools such as careerzynith, careerzynith, and careerzynith reporting suites.
- Background in managing offshore or BPO partnerships, including remote team coordination.
- Certification in customer service excellence (e.g., COPC, ITIL) or related fields.
- Previous involvement in process automation or workflow optimization projects.
Core Skills & Competencies
- Leadership & Mentorship: Ability to inspire, motivate, and develop a diverse team of agents.
- Data‑Driven Decision Making: Comfort using dashboards, reports, and metrics to guide strategy.
- Conflict Resolution: Skilled at de‑escalating tense situations with brokers and customers.
- Technical Acumen: Proficiency with ticketing platforms, CRM systems, and communication tools.
- Time Management: Efficiently prioritize tasks to meet tight deadlines during peak ticket‑selling periods.
- Collaboration: Strong partnership orientation, working seamlessly across departments and external partners.
Career Growth & Learning Opportunities
careerzynith invests heavily in the professional development of its employees. As a Night & Weekend Customer Service Team Lead, you will have access to:
- Structured mentorship programs that pair you with senior leaders in operations and product.
- Continuous learning resources, including online courses, workshops, and industry conferences focused on customer experience, data analytics, and leadership.
- Clear promotion pathways to senior management roles such as Customer Experience Manager, Operations Director, or Product Operations Lead.
- Opportunities to lead cross‑functional initiatives, giving you visibility across the organization and a platform to showcase strategic thinking.
Work Environment & Culture at careerzynith
Our hybrid model blends the energy of an in‑office collaborative space with the flexibility of remote work. You will spend three days a week in our modern, centrally located office—complete with breakout zones, quiet pods, and a vibrant community area—while enjoying two days of remote work to balance personal commitments. The night‑shift schedule (3:00 pm – 12:00 am) includes Sunday/Monday off, providing a predictable rhythm that supports work‑life harmony.
careerzynith prides itself on a culture of transparency, inclusivity, and continuous improvement. We celebrate wins, learn from challenges, and encourage every team member to voice ideas that could shape the future of live‑event ticketing. Our leadership is approachable, and our employees are empowered to take ownership of their projects.
Compensation, Benefits & Perks
careerzynith offers a competitive total rewards package designed to attract and retain top talent:
- Base Salary + Performance Bonus: Competitive base pay complemented by quarterly incentive bonuses tied to team and individual KPIs.
- Equity Participation: Stock options that align your success with the long‑term growth of careerzynith.
- Flexible Paid Time Off (FLEX PTO): Generous vacation days, mental‑health days, and the ability to customize your schedule.
- Comprehensive Health Coverage: Medical, dental, and vision plans with employer contributions.
- Retirement Savings: 401(k) plan with company matching to help you build a secure future.
- Live‑Event Benefits: Monthly credits and discounts for attending concerts, sports events, and theater productions.
- Hybrid Working Model: Support for both in‑office collaboration and remote productivity.
- Professional Development Stipends: Funding for certifications, courses, and conferences.
- Wellness Programs: Access to mental‑health resources, employee assistance programs, and wellness challenges.
How to Apply
If you are ready to lead a dynamic night‑shift team, drive operational excellence, and make a lasting impact on the fan experience, we want to hear from you. Submit your application through the link below and take the next step toward a rewarding career at careerzynith.
Join careerzynith Today
At careerzynith, your leadership will shape the future of live‑event ticketing. Bring your expertise, passion for customer service, and drive for results, and together we’ll create unforgettable moments for fans around the globe. Apply now and become a pivotal part of our high‑growth journey.
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