Experienced Customer Support Team Leader - Remote Global Opportunity at blithequark
Join the blithequark Revolution: Empowering Healthcare Professionals Worldwide At blithequark, our mission is to lift as many people up the socioeconomic ladder as possible by revolutionizing the healthcare talent market. We achieve this through our innovative app-based marketplace, connecting healthcare facilities with professionals, enabling them to book on-demand shifts and access talent when needed. Our vision is to empower healthcare professionals to work on their terms while allowing facilities to meet their staffing needs efficiently. About blithequark: A Fast-Growing Tech Startup blithequark is a post-Series C, rapidly expanding tech startup characterized by classic two-sided network effects. We're a diverse, inclusive company with a global remote team, recognized as one of YC's Top Companies for two consecutive years. Our growth has been phenomenal, with a 25x increase across key metrics in just 18 months. Now is the perfect time to join our dynamic team and contribute to serving more healthcare professionals and facilities, ultimately enhancing patient care. The Role: Customer Support Team Leader We're seeking an exceptional Customer Support Team Leader to join our team. As a leader, you'll be an outstanding coach, dedicated to enhancing agent performance through constructive feedback, identifying root causes of issues, and training agents to rectify defects. You'll maintain high standards, prioritize customer experience, and create SMART goals for performance improvement. Your expertise will be crucial in coaching agents and directly addressing customer issues when necessary. Day-to-Day Responsibilities: Closely monitor agent performance in terms of quality, productivity, and attendance, aiming for quality assurance scores above 90%. Provide regular coaching based on QA feedback, metrics, customer surveys, and ticket observations. Handle customer escalations with professionalism and empathy. Ensure schedule adherence and desired productivity levels among agents. Maintain detailed coaching logs and provide written feedback to agents. Navigate our support environment with ease, utilizing tools like Zendesk, Metabase, and Five9. Listen to team members' feedback and resolve challenges or conflicts. Implement consequence management for low-performing team members when necessary. Delegate tasks to high-potential team members to foster a culture of learning and development. Suggest and lead team-building activities to motivate the team. Essential Qualifications: To excel in this role, you must have: A minimum of 2 years of coaching experience, with a proven track record of improving others' performance. At least 2 years of customer service experience, having worked in a customer-facing position. System Requirements for Success: To work effectively in our remote environment, you'll need: A minimum 15Mbps wired internet connection. A minimum i5 processor or equivalent. At least 12GB of RAM. A quiet working environment. A steady power and internet connection. Working at blithequark: Flexibility and Growth This is a fully remote position, offering the flexibility to work from anywhere worldwide. Our operation is 24/7, following a rotating roster. While there's an expectation to overlap with EST/PST time zones and accommodate weekend shifts during emergencies, you'll have the flexibility to take leave on other days. blithequark is committed to providing a work environment that supports your career growth and personal well-being. Career Growth and Learning Opportunities: At blithequark, we're dedicated to your professional development. As a Customer Support Team Leader, you'll have opportunities to enhance your coaching, leadership, and customer service skills. Our fast-growing environment means you'll be part of a dynamic team that's shaping the future of healthcare talent management. Compensation, Perks, and Benefits: While specific details may vary, blithequark offers a competitive compensation package, along with a range of benefits and perks designed to support your well-being and career aspirations. Our commitment to your growth and satisfaction is reflected in our comprehensive rewards program. Join blithequark: Be Part of Something Revolutionary If you're a motivated and experienced Customer Support Team Leader looking for a challenging and rewarding role, we encourage you to apply to blithequark. Be part of our mission to revolutionize the healthcare talent market and empower professionals worldwide. Take the first step towards a fulfilling career with a dynamic, global team that's changing the face of healthcare staffing. Apply now and join our journey to make a meaningful difference in the lives of healthcare professionals and patients alike. Apply for this job