Experienced Customer Service Team Lead (Nights & Weekends) – Driving Operational Excellence and Customer Satisfaction at blithequark

Are you a seasoned customer service professional with a passion for leading high-performing teams and driving operational excellence? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as an Experienced Customer Service Team Lead (Nights & Weekends) and be a key contributor to our mission of delivering exceptional customer experiences.

About blithequark

blithequark is a leading provider of innovative solutions in the ticketing industry, dedicated to revolutionizing the way people experience live events. Our team of passionate and talented individuals is committed to delivering exceptional customer experiences, and we're seeking a seasoned customer service professional to lead our Nights and Weekends team.

Job Summary

As a Team Lead of Customer Service Nights and Weekends, you will be responsible for supervising and coaching a fast-paced team to provide an exceptional experience to our customers and clients. You'll lead your team to success by producing and implementing new ideas to increase productivity, increase customer satisfaction, and utilize data to make operational improvements. You'll oversee day-to-day operations, monitor open orders, intervene as necessary to correct problems, provide support and decisioning for the team, ensure KPIs are met, and work closely with the Broker Relationship Management team and coach, develop, and provide reviews to your associates.

Schedule and Work Environment

Our ideal candidate will work a hybrid schedule, with 3 days in the office and 2 days remote. The office hours will be from 3:00 pm to 12:00 am, with Sunday and Monday off. You'll have the flexibility to work from home two days a week, while still being connected to the team and able to respond to customer inquiries.

Key Responsibilities

As a Team Lead of Customer Service Nights and Weekends, your key responsibilities will include:

• Monitoring day-to-day team operations, including queue management and inbound/outbound broker and customer communication, as well as any pending orders to ensure timely confirmation by ticket sellers.
• Monitoring and managing strategy to meet 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 in real-time, 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.

How Your Role Contributes to the Success of blithequark

As a Team Lead of Customer Service Nights and Weekends, you'll play a critical role in ensuring that our customers receive exceptional experiences. Your contributions will include:

• Ensuring that our customers receive timely and accurate information about their orders.
• Providing real-time support to our customers and resolving any issues that may arise.
• Collaborating with our Broker Relationship Management team to ensure that our brokers receive the support they need to succeed.
• Developing and implementing strategies to improve customer satisfaction and reduce wait times.
• Identifying and addressing any operational issues that may impact customer experience.

How Your Role Expectations Will Progress as a Team Lead – Customer Experience in the First 30, 90, and 180 Days As a Team Lead of Customer Service Nights and Weekends, your role expectations will progress as follows:

• 30 days in: 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 in: 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 in: 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 – Customer Service

To be successful in this role, you'll need to bring the following skills and experience:

• 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'll enjoy a range of benefits, including:

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

How to Apply

If you're a seasoned customer service professional with a passion for leading high-performing teams and driving operational excellence, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply Job! Apply for this job