Experienced Customer Support Lead for Night Shift Operations – Leadership Role in Fantasy Sports Industry

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences through our innovative fantasy sports platforms. As a leader in the industry, we recognize the importance of having a skilled and dedicated team to support our users. We are now seeking an experienced Customer Support Lead to join our team, overseeing the night shift operations and ensuring that our customers receive top-tier support during peak hours. If you have a proven track record in customer support leadership and are passionate about fantasy sports, we encourage you to apply for this exciting opportunity.

Job Overview

As a Customer Support Lead at blithequark, you will be responsible for supervising and mentoring a team of 10+ customer support agents, ensuring that they have the tools and knowledge needed to provide exceptional support to our users. You will oversee the day-to-day operations of the support team, coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times. Your analytical mindset and ability to interpret performance metrics will be essential in optimizing workflows, tools, and platforms to improve team efficiency.

Key Responsibilities

• Supervise and mentor a team of customer support agents to achieve high performance, conducting regular one-on-ones, providing feedback, and supporting professional development
• 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
• Work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency and customer satisfaction
• Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support
• Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights to stakeholders
• Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution and maintaining a high level of customer satisfaction

Requirements and Qualifications

To be successful in this role, you will need to have at least 3+ years of experience in customer support, with at least 1 year in a leadership role. You should have an analytical mindset, with the ability to interpret performance metrics and derive actionable insights. Strong leadership, team management, and coaching abilities are essential, as well as excellent written and verbal communication skills.

Essential Qualifications

• Available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays
• 3+ years of experience in customer support, with at least 1 year in a leadership role
• Analytical mindset with the ability to interpret performance metrics and derive actionable insights
• Strong leadership, team management, and coaching abilities
• Excellent written and verbal communication skills
• Strong understanding of fantasy sports platforms, common user issues, and seasonal trends
• Proficiency with customer support tools such as Intercom, Zendesk or similar

Preferred Qualifications

• Experience working in a fast-paced, dynamic environment with a strong focus on customer satisfaction
• Knowledge of industry trends and best practices in customer support
• Experience with data analysis and reporting tools, such as Excel, Google Analytics, or similar
• Certifications or training in customer support, leadership, or a related field

Skills and Competencies

To succeed in this role, you will need to possess a range of skills and competencies, including:

• Strong leadership and team management skills, with the ability to motivate and inspire a team
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, agents, and stakeholders
• Analytical and problem-solving skills, with the ability to interpret performance metrics and derive actionable insights
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Adaptability and flexibility, with the ability to work in a fast-paced, dynamic environment and adapt to changing priorities and circumstances

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Support Lead, you will have access to a range of training and development opportunities, including:

• Onboarding and ongoing training sessions to ensure you have the tools and knowledge needed to succeed in your role
• Regular feedback and coaching from experienced leaders and mentors
• Opportunities for career advancement and professional growth within the company
• Access to industry conferences, workshops, and training sessions to stay up-to-date with the latest trends and best practices

Work Environment and Company Culture

At blithequark, we pride ourselves on our connected virtual first culture, with a highly engaged distributed workforce. We offer a range of benefits and perks to support your well-being and work-life balance, including:

• Unlimited PTO, with the exception of the first few weeks before and into the NFL season
• 16 weeks of fully paid parental leave
• A $500 home office allowance to support your remote work setup
• A range of company-paid health, dental, and vision plan options for employees and dependents
• A 5% 401k match and FSA to support your financial well-being

Compensation and Benefits

We offer a competitive compensation package, with a range of benefits and perks to support your well-being and work-life balance. Our benefits include:

• Unlimited PTO, with the exception of the first few weeks before and into the NFL season
• 16 weeks of fully paid parental leave
• A $500 home office allowance to support your remote work setup
• A range of company-paid health, dental, and vision plan options for employees and dependents
• A 5% 401k match and FSA to support your financial well-being

Conclusion

If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Support Lead, you will have the chance to make a real impact on our customers and our business, while developing your skills and career in a fast-paced and dynamic environment. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now to become a part of the blithequark team and start your journey to success.