Customer Support Lead - Night Shift - Leading a High-Performing Team at blithequark

Join blithequark's Customer Support Team as a Night Shift Leader At blithequark, we're passionate about delivering exceptional customer experiences, and we're looking for a seasoned Customer Support Lead to oversee our night shift operations. As a Customer Support Lead, you'll play a pivotal role in mentoring and guiding a team of 10+ customer support agents to achieve high performance, drive customer satisfaction, and ensure seamless day-to-day operations. About blithequark and the Industry blithequark is a pioneering company in the fantasy sports industry, known for its innovative platforms and commitment to customer satisfaction. As a leader in this fast-paced and dynamic sector, we're dedicated to providing top-tier support to our users. Our customer support team is the backbone of our organization, and we're looking for a talented Customer Support Lead to join our team and drive success. Key Responsibilities Team Leadership and Development: Supervise and mentor a team of 10+ customer support agents to achieve high performance, providing regular one-on-ones, feedback, and support for professional development. Operational Oversight: Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met, and coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times. Collaboration and Optimization: Work closely with Support Managers to optimize workflows, tools, and platforms to improve team efficiency, and identify areas for improvement. Training and Onboarding: Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support. Performance Reporting and Insights: Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights to inform strategic decisions. Escalated Issue Resolution: Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution. Essential Qualifications and Skills To succeed as a Customer Support Lead at blithequark, you'll need: Customer Support Experience: 3+ years of experience in customer support, with at least 1 year in a leadership role. Analytical Mindset: The ability to interpret performance metrics and derive actionable insights to drive team improvement. Leadership and Coaching: Strong leadership, team management, and coaching abilities to motivate and develop a high-performing team. Communication Skills: Excellent written and verbal communication skills to effectively interact with customers, agents, and stakeholders. Industry Knowledge: A strong understanding of fantasy sports platforms, common user issues, and seasonal trends. Technical Proficiency: Proficiency with customer support tools such as Intercom, Zendesk, or similar. Availability: Available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays. Preferred Qualifications While not essential, the following qualifications are highly desirable: Previous Experience in Fantasy Sports: Experience working in the fantasy sports industry or a similar sector. Data-Driven Decision Making: A strong ability to analyze data and drive decision-making. Proactive Problem-Solving: A proactive approach to problem-solving and identifying areas for improvement. What We Offer At blithequark, we're committed to providing a supportive and inclusive work environment that fosters growth and development. Our benefits include: Unlimited PTO: We're extremely flexible, with the exception of the first few weeks before and into the NFL season. Fully Paid Parental Leave: 16 weeks of fully paid parental leave to support our employees during significant life events. Home Office Allowance: A $500 home office allowance to help you create a comfortable and productive workspace. Virtual First Culture: A connected virtual first culture with a highly engaged distributed workforce. Retirement Savings: 5% 401k match to support your long-term financial goals. Comprehensive Benefits: Company-paid health, dental, and vision plan options for employees and dependents. Career Growth and Development As a Customer Support Lead at blithequark, you'll have opportunities to develop your skills and advance your career. Our company is committed to providing ongoing training and development opportunities to support your growth. You'll be able to: Develop Leadership Skills: Enhance your leadership skills and experience by mentoring and guiding a high-performing team. Improve Operational Efficiency: Drive process improvements and optimize workflows to enhance team efficiency. Analyze Performance Metrics: Develop your analytical skills by interpreting performance metrics and deriving actionable insights. Our Culture and Work Environment At blithequark, we pride ourselves on our virtual first culture and highly engaged distributed workforce. We value: Collaboration: We encourage collaboration and teamwork across departments and functions. Innovation: We're committed to innovation and continuous improvement. Diversity and Inclusion: We strive to create an inclusive and diverse work environment that welcomes individuals from all backgrounds. Join Our Team If you're a motivated and experienced Customer Support Lead looking to join a dynamic and fast-paced company, we encourage you to apply to blithequark. We're committed to providing a supportive and inclusive work environment that fosters growth and development. Apply now to become a part of our team and help drive customer satisfaction and success. Apply for this job