Experienced Customer Service Team Lead – Nights & Weekends

Are you a seasoned customer service professional with a passion for leading high-performing teams and driving exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for problem-solving? If so, we invite you to join blithequark's dynamic Customer Service team as a Team Lead – Nights & Weekends. In this pivotal role, you will oversee a team of customer service representatives, providing guidance, coaching, and support to ensure seamless interactions with our customers and clients.

About blithequark

blithequark is a leading provider of innovative solutions for the ticketing industry. Our mission is to revolutionize the way people experience live events, and we're committed to delivering exceptional customer experiences that exceed expectations. As a Team Lead – Nights & Weekends, you will play a critical role in driving our business forward and contributing to our growth and success.

Job Summary

As a Team Lead – Nights & Weekends, you will be responsible for leading a fast-paced team of customer service representatives, providing coaching, guidance, and support to ensure exceptional customer experiences. You will oversee day-to-day operations, monitor key performance indicators (KPIs), and work closely with the Broker Relationship Management team to drive business growth and success. This is a unique opportunity to have a positive impact in a high-growth business and advance your career in a dynamic and innovative company.

Schedule

Our ideal candidate will be available to work a hybrid schedule, with 3 days in the office and 2 days remote. The specific schedule for this position is:

• 3:00 pm – 12:00 am (Monday – Friday)
• Sunday and Monday off

Key Responsibilities

As a Team Lead – Nights & Weekends, you will be responsible for:

• Monitoring day-to-day team operations, including queue management and inbound/outbound broker and customer communication
• Managing strategy to meet Service Level Agreements (SLAs) for Inbound phone, chat, and queue work
• Handling escalated broker and customer issues
• Providing real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers
• Facilitating agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling and provide feedback in 1x1 meetings
• Communicating high-level issues and fulfillment trends to upper management
• Auditing agent order handling
• Interviewing and hiring agents
• Preparing and facilitating corrective action when needed
• Approving and auditing bi-weekly payroll
• Managing multiple tasks and projects simultaneously

Career Progression

As a Team Lead – Nights & Weekends, your role expectations will progress as follows:

30 Days

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

• Gain advanced knowledge of how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers
• Become familiar with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting
• Begin having 1-1 meetings with direct reports focusing on coaching and rapport

90 Days

* 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 KPIs more effectively

180 Days

* Apply methods to execute individual tasks that positively impact the team

• Play an active role in continued learnings to advance skill sets necessary for team goals
• Complete Tri-Annual reviews for direct reports in support of your Sr. Manager
• Independently resolve escalated customer issues to provide positive ticket buying experience

What You'll Bring

As a Team Lead – Nights & Weekends, you will 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

As a member of the blithequark team, you will enjoy:

• Competitive compensation, bonus incentives, and equity for all employees
• FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching
• Monthly credits and discounts for attending live events
• Hybrid working model
• Variety of additional workplace perks

How to Apply

If you're a motivated and experienced customer service professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please visit our website to learn more about blithequark and our mission to revolutionize the ticketing industry. Apply Job! Apply for this job