Experienced Customer Service Team Lead for Nights and Weekends - Leadership Opportunity in a Fast-Paced Environment

Welcome to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences and fostering a culture of innovation and growth. As a leader in our industry, we are committed to providing our customers with unparalleled service and support. We are now seeking an experienced Customer Service Team Lead to join our team, overseeing our night and weekend operations and driving our mission to provide world-class customer experiences.

Job Overview

As a Team Lead of Customer Service Nights and Weekends at blithequark, you will supervise and coach a fast-paced team to provide an exceptional experience to our customers and clients. You will lead your team to success by producing and implementing new ideas to increase productivity, increase customer satisfaction, and utilize data to make operational improvements. Your expertise will be instrumental in driving our customer service strategy, ensuring seamless operations, and fostering a culture of excellence within our team.

Key Responsibilities

• Oversee day-to-day operations, monitoring open orders, intervening as necessary to correct problems, providing support and decision-making for the team, and ensuring KPIs are met
• Work closely with the Broker Relationship Management team to build customer and client relationships and drive business growth
• Coach, develop, and provide reviews to your associates, facilitating agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling
• Monitor and manage strategy to meet SLAs for inbound phone, chat, and queue work, handling escalated broker and customer issues, and providing real-time support to Order Fulfillment agents, offshore partners, internal departments, and sellers
• Communicate high-level issues and fulfillment trends to upper management, auditing agent order handling, interviewing and hiring agents, preparing and facilitating corrective action when needed, and approving and auditing bi-weekly payroll
• Manage multiple tasks and projects simultaneously, prioritizing tasks, and meeting deadlines in a fast-paced environment

Role Expectations and Progression

As a Team Lead - Customer Experience at blithequark, your role expectations will progress over the first 30, 90, and 180 days. Here's what you can expect:

First 30 Days

• Complete new hire orientation, gaining the resources you need 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-building

First 90 Days

• 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 the ability to recognize order issues and trends while monitoring agent's day-to-day activity
• Display the ability to recognize and address agent errors and provide constructive feedback on how to meet their KPIs more effectively

First 180 Days

• 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

To be successful in this role, 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 in 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
• A variety of additional workplace perks

Work Environment and Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment. Our team is passionate about delivering exceptional customer experiences, and we foster a culture of innovation, collaboration, and growth. As a Team Lead, you'll be an integral part of our leadership team, driving our customer service strategy and contributing to our company's success.

Career Growth Opportunities

At blithequark, we are committed to the growth and development of our employees. As a Team Lead, you'll have access to training and development programs, mentorship, and opportunities for advancement within the company. We believe in promoting from within and providing our employees with the tools and resources they need to succeed in their careers.

Conclusion

If you're a motivated and experienced customer service professional looking for a leadership opportunity in a fast-paced environment, we encourage you to apply for this role. As a Team Lead at blithequark, you'll be instrumental in driving our customer service strategy, leading a high-performing team, and contributing to our company's success. Don't miss this opportunity to join our dynamic team and take your career to the next level.