Experienced Customer Support Lead - Night Shift at blithequark

Are you a seasoned customer support professional with a passion for leading high-performing teams? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark as a Customer Support Lead on our night shift team. In this role, you will oversee a team of 10+ customer support agents, driving exceptional performance, and ensuring seamless customer experiences.

About blithequark

blithequark is a dynamic and innovative company that's revolutionizing the way people engage with fantasy sports platforms. Our mission is to provide unparalleled customer support, empowering our users to make informed decisions and enjoy the thrill of fantasy sports. As a leader in our industry, we're committed to fostering a culture of excellence, collaboration, and continuous learning.

Job Summary

As a Customer Support Lead on our night shift team, you will be responsible for supervising and mentoring a team of customer support agents, ensuring they have the tools, knowledge, and support needed to deliver top-tier support. You will work closely with our Support Managers to optimize workflows, tools, and platforms, driving team efficiency and customer satisfaction. Your analytical mindset, leadership skills, and passion for customer support will be essential in driving our team's success.

Key Responsibilities

* Supervise and mentor a team of 10+ customer support agents, providing guidance, feedback, and support for professional development

• Conduct regular one-on-ones, team meetings, and training sessions to ensure agents are equipped with the tools and knowledge needed to provide exceptional support
• Oversee day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met
• Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times
• Work closely with Support Managers to optimize workflows, tools, and platforms to improve team efficiency and customer satisfaction
• Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support
• Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights
• Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution

Requirements

* Available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays

• 3+ years in customer support, with at least 1 year in a leadership role
• Analytical mindset with the ability to interpret performance metrics and derive actionable insights
• Strong leadership, team management, and coaching abilities
• Excellent written and verbal communication skills
• Strong understanding of fantasy sports platforms, common user issues, and seasonal trends
• Proficiency with customer support tools such as Intercom, Zendesk, or similar

Essential Qualifications

* Proven track record of leading high-performing teams in customer support

• Experience with fantasy sports platforms, common user issues, and seasonal trends
• Strong analytical skills, with the ability to interpret performance metrics and derive actionable insights
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams

Preferred Qualifications

* Experience with customer support tools such as Intercom, Zendesk, or similar

• Knowledge of industry trends and best practices in customer support
• Experience with onboarding and training programs for customer support agents
• Strong problem-solving skills, with the ability to think critically and creatively

Skills and Competencies

* Strong leadership and team management skills

• Excellent communication and interpersonal skills
• Analytical mindset with the ability to interpret performance metrics and derive actionable insights
• Strong problem-solving skills, with the ability to think critically and creatively
• Ability to work effectively in a fast-paced environment, with multiple priorities and deadlines
• Strong understanding of fantasy sports platforms, common user issues, and seasonal trends

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop their careers. As a Customer Support Lead, you'll have access to:

• Regular training and development programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• Collaborative and dynamic work environment, with a highly engaged distributed workforce
• Flexible work arrangements, including remote work options and flexible hours

Work Environment and Company Culture

blithequark is a virtual-first company, with a highly engaged distributed workforce. Our company culture is built on collaboration, innovation, and a passion for customer support. We're committed to fostering a culture of excellence, where our employees feel valued, supported, and empowered to make a difference.

Compensation, Perks, and Benefits

As a Customer Support Lead at blithequark, you'll enjoy a competitive compensation package, including:

• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents

How to Apply

If you're a motivated and experienced customer support professional with a passion for leading high-performing teams, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you! Apply Now! Apply for this job