Weekend Customer Solutions Team Leader

About the role

Ticketek Entertainment Group is seeking a proactive leader to oversee weekend customer support operations. You will manage a multi‑channel team delivering high‑quality fan assistance via phone, Zendesk, social media and email, while ensuring smooth handovers with weekday teams.

Key responsibilities

• Lead the weekend support team across all channels, acting as the primary escalation point for complex issues.
• Monitor real‑time SLA performance and queue health, taking corrective actions as needed.
• Provide operational support to weekday leaders, including workflow oversight, escalations handling and client relationship management.
• Coach and develop team members, recognise achievements and address performance concerns.
• Maintain accurate Zendesk logs and produce weekend summary reports for senior leadership.
• Ensure compliance with contractual obligations and partner agreements.

Required profile

• Minimum 3 years of experience in a customer service leadership role, preferably within a contact‑center environment.
• Strong decision‑making ability and confidence to act independently on weekends.
• Excellent communication skills and the ability to collaborate across weekday and weekend teams.

Required skills

• Proficiency with Zendesk ticketing platform.
• Experience using Amazon Connect or similar voice‑communication system.