**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), where you'll play a critical role in delivering exceptional customer experiences and driving business growth. **About blithequark** blithequark is a leading provider of innovative solutions for the ticketing industry. Our mission is to revolutionize the way people buy and sell tickets, and we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Team Lead at blithequark, you'll be part of a dynamic team that's passionate about making a positive impact in the lives of our customers. **Job Summary** As a Team Lead of Customer Service Nights and Weekends, you'll supervise and coach 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, and ensure Key Performance Indicators (KPIs) are met. **Responsibilities** * Supervise and coach a fast-paced team to provide exceptional customer experiences * Lead the team to success by producing and implementing new ideas to increase productivity and customer satisfaction * Utilize data to make operational improvements and drive business growth * Oversee day-to-day operations, including monitoring open orders and intervening as necessary to correct problems * Provide support and decisioning for the team and ensure KPIs are met * Work closely with the Broker Relationship Management team and coach, develop, and provide reviews to associates * Build customer and client relationships, working closely with all levels of the organization * Monitor and manage strategy to meet Service Level Agreements (SLAs) for Inbound phone, chat, and queue work * Handle escalated broker and customer issues * Provide real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers * Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling and provide feedback in 1x1 meetings * Communicate high-level issues and fulfillment trends to upper management * Audit agent order handling * Interview and hire agents * Prepare and facilitate corrective action when needed * Approve and audit bi-weekly payroll * Manage multiple tasks and projects simultaneously **Schedule** * 3:00 pm - 12:00 am, Sunday and Monday off * Hybrid model: 3 days in the office and 2 days remote **How Your Role Contributes to the Success of blithequark** * Monitor 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 * Monitor and manage strategy to meet SLAs for Inbound phone, chat, and queue work * Handle escalated broker and customer issues * Provide real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers * Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling and provide feedback in 1x1 meetings * Communicate high-level issues and fulfillment trends to upper management * Audit agent order handling * Interview and hire agents * Prepare and facilitate corrective action when needed * Approve and audit bi-weekly payroll * Manage multiple tasks and projects simultaneously **Role Expectations Progression** * **Team Lead - Customer Service (30 days in)** + Complete new hire orientation, gaining the resources needed 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 * **Team Lead - Customer Service (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 * **Team Lead - Customer Service (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 a positive ticket buying experience **What You'll Bring as a Team Lead - Customer Service** * 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** * blithequark provides 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 results-driven customer service professional looking for a new challenge, we invite you to apply for the Experienced Customer Service Team Lead (Nights & Weekends) role at blithequark. 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