Experienced Customer Service Team Lead - Nights and Weekends at blithequark: Driving Customer Satisfaction and Team Success

Join blithequark's Customer Service Team as a Night and Weekend Team Lead

Are you a seasoned customer service professional looking for a challenging and rewarding leadership role? Do you have a passion for delivering exceptional customer experiences and driving team success? blithequark, a fast-growing company in the ticketing industry, is seeking an experienced Customer Service Team Lead to oversee its nights and weekends operations. As a Team Lead, you will be responsible for supervising and coaching a dynamic team to provide top-notch service to customers and clients, driving productivity, customer satisfaction, and operational improvements.

About blithequark and the Ticketing Industry

blithequark is a leading player in the ticketing industry, providing a platform for buyers and sellers to connect. With a strong focus on customer satisfaction and a commitment to innovation, blithequark is rapidly expanding its operations. As a Team Lead, you will be at the forefront of this growth, playing a critical role in shaping the customer experience and driving business success.

Key Responsibilities

• Supervise and coach a team of customer service representatives to deliver exceptional customer experiences, driving productivity and customer satisfaction.
• Oversee day-to-day operations, including queue management, inbound and outbound broker and customer communication, and pending orders to ensure timely confirmation by ticket sellers.
• Develop and implement strategies to meet SLA's for inbound phone, chat, and queue work, and handle escalated broker and customer issues.
• Provide real-time support to Order Fulfillment agents, offshore partners, internal departments, and sellers, facilitating agent development through regular coaching and feedback.
• Communicate high-level issues and fulfillment trends to upper management, auditing agent order handling and providing 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 tasks to meet business objectives.

Essential and Preferred Qualifications

To succeed in this role, you will need:

• Excellent knowledge of the ticket fulfillment process, with a strong understanding of customer service principles and practices.
• Strong problem-solving and independent decision-making skills, with the ability to manage multiple tasks and projects simultaneously.
• A proactive approach to identifying potential order problems and finding resolutions, with a track record of performance and reliability.
• Experience in a leadership role, preferably in a customer service or ticketing environment.

Preferred qualifications include:

• Experience with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting.
• A strong understanding of customer service metrics and KPIs, with the ability to analyze data to drive business decisions.

Career Growth Opportunities and Learning Benefits

As a Team Lead at blithequark, you will have the opportunity to develop your skills and advance your career. You will be supported in your role through regular coaching and feedback, training and development programs, and opportunities to take on additional responsibilities. Our hybrid working model, with 3 days in the office and 2 days remote, provides flexibility and work-life balance.

First 30, 90, and 180 Days

In the first 30 days, you will complete new hire orientation, gaining the resources you need to be successful. You will begin having 1-1 meetings with direct reports, focusing on coaching and rapport building.

By 90 days, you will be contributing to our approaches, methods, and technologies to support overall business goals and drive team efficiencies. You will maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives.

At 180 days, you will be applying methods to execute individual tasks that positively impact the team, playing an active role in continued learnings to advance skill sets necessary for team goals. You will independently resolve escalated customer issues to provide a positive ticket buying experience.

Work Environment and Company Culture

At blithequark, we pride ourselves on a culture that is collaborative, innovative, and customer-focused. Our hybrid working model provides the flexibility to work from home or in the office, and we offer a range of benefits and perks to support our employees' well-being and career development.

Compensation, Perks, and Benefits

blithequark offers competitive compensation, bonus incentives, and equity for all employees. Our benefits package includes FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and monthly credits and discounts for attending live events. We also offer a variety of additional workplace perks to support our employees' well-being and job satisfaction.

Join Our Team

If you are a motivated and experienced customer service professional looking for a challenging and rewarding leadership role, we encourage you to apply for this exciting opportunity at blithequark. As a Team Lead, you will play a critical role in shaping the customer experience and driving business success. With our commitment to innovation, customer satisfaction, and employee development, we offer a dynamic and supportive work environment that is perfect for career growth and advancement.

Don't miss this opportunity to join our team and make a real impact!