Experienced Customer Support Team Leader – Leadership, Coaching, and Quality Assurance in Healthcare Technology at Blithequark (Remote Worldwide)

Join the Mission to Revolutionize Healthcare Talent Acquisition at Blithequark Blithequark is a pioneering healthcare technology company dedicated to transforming the way healthcare professionals work and healthcare facilities operate. Our innovative app-based marketplace connects healthcare professionals with facilities, enabling on-demand shifts and talent acquisition. With a strong focus on career growth, financial opportunity, and socioeconomic mobility, we're on a mission to improve lives and revolutionize the healthcare industry. About Blithequark As a post-Series C, fast-growing tech startup, Blithequark is experiencing unprecedented growth, with 25x growth across key metrics in the last 18 months. We're a diverse and inclusive company with a global, remote team, proud to be named one of YC's Top Companies for two years running. Our culture is built on collaboration, innovation, and a passion for making a difference in healthcare. We're now looking for exceptional leaders to join our team and help us serve more healthcare professionals and facilities, ultimately benefiting patients worldwide. Job Summary We're seeking an experienced Customer Support Team Leader to join our dynamic team. As a leader and coach, you'll be responsible for guiding agents to achieve exceptional performance, providing constructive feedback, and ensuring top-notch customer experiences. If you're a seasoned coach with a passion for leadership, quality assurance, and customer service, we want to hear from you! Key Responsibilities Coaching and Feedback : Provide regular coaching to agents based on QA feedback, metrics, customer survey responses, and ticket observations. Identify root causes of performance issues and actively train agents to address defects. Performance Monitoring : Closely monitor agent performance, focusing on quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%. Customer Experience : Ensure the customer experience is at the center of every conversation, handling angry customer escalations when necessary, and providing excellent coaching to agents. Team Management : Maintain coaching logs, provide regular written feedback to agents, and listen to team members' feedback to resolve challenges or conflicts. Consequence Management : Initiate consequence management steps for low-performing team members and delegate tasks to high-potential team members to foster a culture of learning and development. Team Building : Suggest and lead team-building activities to motivate the team and promote a positive work environment. Technical Skills : Comfortably navigate our support environment, including tools such as Zendesk, Metabase, and Five9. Profile Must Haves Coaching Experience : +2 years of coaching experience, with direct responsibility for helping others improve their performance. Customer Service Experience : +2 years of customer service experience in a customer-facing position. System Requirements Internet Connection : Minimum 15Mbps wired internet connection. Processor : Minimum i5 processor or equivalent. RAM : Minimum 12GB RAM. Working Environment : Quiet working environment with steady power and internet connection. What We Offer As a remote team member at Blithequark, you'll enjoy: Flexibility : Work from anywhere worldwide, with the flexibility to take leave on most days of the week. Career Growth : Opportunities for professional growth and development in a fast-paced, innovative environment. Competitive Compensation : A competitive salary and benefits package, with perks and rewards for outstanding performance. Collaborative Culture : A dynamic, supportive team environment with regular team-building activities and social events. Meaningful Work : The chance to make a real impact in the healthcare industry, improving lives and revolutionizing the way healthcare professionals work. Why Join Blithequark? At Blithequark, we're passionate about creating a better future for healthcare professionals and facilities. By joining our team, you'll be part of a mission-driven organization that's dedicated to: Improving Lives : Empowering healthcare professionals to work when and where they want, and enabling facilities to meet their talent needs. Innovation : Revolutionizing the healthcare industry with cutting-edge technology and innovative solutions. Diversity and Inclusion : Fostering a culture of diversity, equity, and inclusion, where everyone can thrive. How to Apply If you're a motivated and experienced leader looking for a new challenge, we want to hear from you! Apply now to join our team and be part of the Blithequark mission to transform healthcare talent acquisition. Don't miss this opportunity to be part of a fast-growing, innovative company that's making a real difference in healthcare. Apply today and start your journey with Blithequark! Apply for this job