Experienced Customer Support Team Leader - Remote Global Opportunity at blithequark

Join the Revolution in Healthcare Talent Management with blithequark

At blithequark, we're on a mission to lift as many people up the socioeconomic ladder as possible by revolutionizing the healthcare talent market. Our innovative app-based marketplace connects healthcare facilities with professionals, enabling them to book on-demand shifts and access talent when needed. As a post-Series C, fast-growing tech startup, we're committed to creating a more inclusive and diverse global team that thrives in a remote work environment.

About blithequark and Our Mission

blithequark is transforming the healthcare industry by providing a platform that empowers healthcare professionals to work on their terms and enables healthcare facilities to meet their staffing needs efficiently. Our rapid growth, having expanded 25x across key metrics in just 18 months, and being named one of YC's Top Companies for two consecutive years, underscores our success and potential. We're looking for talented individuals to join our team and help us serve more healthcare professionals and facilities, ultimately enhancing patient care.

The Role: Customer Support Team Leader

As a Customer Support Team Leader at blithequark, you will be an exceptional coach and leader, dedicated to elevating the performance of our customer support agents and ensuring an outstanding customer experience. Your expertise will be crucial in identifying areas for improvement, providing constructive feedback, and training agents to achieve high standards. You'll be a product expert, capable of handling customer issues directly and serving as a valuable resource for your team.

Day-to-Day Responsibilities:

• Closely monitor agent performance in terms of quality, productivity, and attendance, aiming to maintain quality assurance scores above 90%.
• Provide regular coaching based on QA feedback, performance metrics, customer surveys, and personal observations of customer interactions.
• Handle complex customer escalations with professionalism and empathy.
• Ensure agents adhere to their schedules and achieve desired productivity levels.
• Maintain detailed coaching logs and offer written feedback to agents to facilitate their growth.
• Navigate our support tools, including Zendesk, Metabase, and Five9, with ease.
• Listen to team members' concerns, resolve conflicts, and foster a positive team culture.
• Implement consequence management for underperforming team members when necessary.
• Delegate tasks to high-potential team members to encourage learning and development.
• Plan and lead team-building activities to boost motivation and camaraderie.

Essential Qualifications and Skills:

To succeed as a Customer Support Team Leader at blithequark, you should 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, preferably in a similar industry or role.
• Excellent communication and interpersonal skills.
• The ability to provide constructive feedback and coach team members effectively.
• Strong problem-solving skills and the capacity to handle complex customer issues.
• Familiarity with customer support software and tools.
• A customer-centric approach and a passion for delivering exceptional service.

System Requirements for Remote Work:

To work effectively in our remote environment, you'll need:

• A minimum 15Mbps wired internet connection.
• A computer with at least an i5 processor or equivalent and 12GB RAM.
• A quiet, dedicated workspace with a steady power supply and reliable internet.

What We Offer

As a fully remote company operating 24/7, we require our Customer Support Team Leaders to be flexible and available to work varying shifts, including weekends if needed, to ensure overlap with EST/PST time zones. However, this flexibility also means you can manage your work-life balance effectively, taking leave on other days of the week as needed.

At blithequark, we're committed to your career growth and development. You'll have opportunities to learn from our innovative products and services, develop your leadership skills, and be part of a dynamic, global team. Our compensation package includes competitive pay, benefits, and perks designed to support your well-being and success.

Career Growth and Learning Opportunities:

Joining blithequark means becoming part of a fast-growing company with a clear vision for the future. You'll have the chance to:

• Develop your skills in customer support leadership.
• Be exposed to the latest technologies and innovations in healthcare talent management.
• Work with a diverse, global team, fostering a culture of inclusivity and collaboration.
• Take on new challenges and responsibilities as we continue to grow and expand.

Why Join blithequark?

blithequark is more than just a company; it's a community of innovators, thinkers, and doers passionate about making a difference in healthcare. Our global, remote team culture values diversity, promotes work-life balance, and supports continuous learning. If you're looking for a challenging role where you can make a real impact, we encourage you to apply.

Take the next step in your career and join our mission to revolutionize healthcare talent management. Apply now to become a Customer Support Team Leader at blithequark and be part of a team that's changing the world, one shift at a time.