Experienced Customer Service Team Lead - Nights & Weekends: Elevate Customer Experience and Drive Operational Excellence at Blithequark

Join the Blithequark Team: Where Exceptional Customer Experience Meets Innovation

Blithequark is a dynamic and high-growth organization dedicated to delivering outstanding experiences for our customers and clients. As a leader in the ticket fulfillment industry, we're committed to providing exceptional service and support to our sellers. We're now seeking an experienced Customer Service Team Lead to join our team on nights and weekends. As a Team Lead, you'll play a critical role in supervising and coaching a fast-paced team to provide top-notch service, drive operational improvements, and foster a culture of excellence.

About the Role

As a Customer Service Team Lead - Nights & Weekends at Blithequark, you'll oversee day-to-day operations, ensuring seamless communication with customers, clients, and internal stakeholders. Your primary focus will be on providing exceptional customer experiences, increasing productivity, and driving operational efficiency. You'll work closely with our Broker Relationship Management team, coach and develop team members, and contribute to the growth and success of our organization.

Key Responsibilities:

• Supervise and coach a team of customer service representatives to provide exceptional experiences for customers and clients
• Monitor and manage day-to-day team operations, including queue management, inbound/outbound communication, and pending orders
• Develop and implement strategies to meet SLA's for inbound phone, chat, and queue work
• Handle escalated broker and customer issues, providing real-time support to Order Fulfillment agents, offshore partners, internal departments, and sellers
• Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling
• Communicate high-level issues and fulfillment trends to upper management
• Audit agent order handling and provide feedback in 1x1 meetings
• Interview and hire agents, prepare and facilitate corrective action when needed, and approve and audit bi-weekly payroll
• Manage multiple tasks and projects simultaneously, prioritizing and organizing work to meet business objectives

Schedule and Work Environment

As a Customer Service Team Lead - Nights & Weekends at Blithequark, your schedule will be:

• 3:00 pm - 12:00 am, with Sunday/Monday off
• Hybrid model: 3 days in the office and 2 days remote

How Your Role Contributes to the Success of Blithequark

As a Customer Service Team Lead, you'll play a vital role in driving business outcomes and delivering exceptional customer experiences. Your contributions will impact our organization in the following ways:

• Monitor day-to-day team operations, ensuring timely confirmation of orders and exceptional customer service
• Develop and implement strategies to meet SLA's and drive operational efficiency
• Handle escalated issues, providing real-time support to agents, partners, and internal departments
• Facilitate agent development, driving growth and performance excellence
• Communicate high-level issues and trends to upper management, informing business decisions

Role Expectations and Progression

As a Customer Service Team Lead at Blithequark, you'll be expected to grow and develop in your role. Here's an overview of your expected progression:

30 Days:

• Complete new hire orientation, gaining resources and knowledge to succeed
• Gain advanced knowledge of ticket marketplaces and how you'll contribute to providing great experiences
• 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-building

90 Days:

• Contribute to 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
• Display ability to recognize order issues and trends, while monitoring agent activity
• Recognize and address agent errors, providing constructive feedback on how to meet KPI's more effectively

180 Days:

• Apply methods to execute individual tasks that positively impact the team
• Play an active role in continued learning 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, providing a positive ticket buying experience

What You'll Bring to Blithequark

As a Customer Service Team Lead at Blithequark, you'll bring:

• Excellent knowledge of the ticket fulfillment process
• Strong problem-solving and independent decision-making skills
• Ability to manage multiple tasks and projects simultaneously
• Proactive approach to identifying potential order problems and finding resolutions
• Track record of performance and reliability

Benefits and Perks

At Blithequark, we offer a comprehensive benefits package, including:

• Competitive compensation and bonus incentives
• Equity for all employees
• FLEX PTO and 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

Why Join Blithequark?

At Blithequark, we're dedicated to delivering exceptional experiences for our customers and clients. As a Customer Service Team Lead, you'll play a critical role in driving business outcomes, developing team members, and fostering a culture of excellence. If you're passionate about customer service, leadership, and innovation, we encourage you to apply for this exciting opportunity.

Take the first step towards an exciting career at Blithequark. Apply now and join our team of dedicated professionals!