Job Title: Experienced Customer Support Lead – Night Shift Operations and Team Management at blithequark
Job Description:
About blithequark
At blithequark, we're passionate about revolutionizing the way people engage with fantasy sports platforms. Our mission is to provide an unparalleled level of customer support, ensuring that every user has an exceptional experience. As a leader in the industry, we're committed to innovation, teamwork, and continuous improvement. We're now seeking an experienced Customer Support Lead to join our dynamic team and drive our night shift operations to new heights.Job Summary
We're looking for a seasoned Customer Support Lead to oversee our night shift operations, mentor a team of 10+ customer support agents, and ensure that our customers receive top-tier support. As a key member of our support team, you'll be responsible for driving performance, optimizing workflows, and delivering exceptional results. If you're a motivated leader with a passion for customer support, we want to hear from you!Key Responsibilities
As our Customer Support Lead, you'll be responsible for:- Supervising and mentoring a team of 10+ customer support agents to achieve high performance and meet or exceed SLAs and KPIs.
- Conducting regular one-on-ones, providing feedback, and supporting professional development to ensure agents are equipped to provide exceptional support.
- Overseeing day-to-day operations of the support team, including coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times.
- Working closely with Support Managers to optimize workflows, tools, and platforms to improve team efficiency and drive results.
- Conducting onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support.
- Preparing and delivering regular reports on team performance, customer satisfaction metrics, and key insights to inform business decisions.
- Serving as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution.
Requirements
To be successful in this role, you'll need:- Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays.
- At least 3 years of experience in customer support, with at least 1 year in a leadership role.
- An 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.
- A strong understanding of fantasy sports platforms, common user issues, and seasonal trends.
- Proficiency with customer support tools such as Intercom, Zendesk, or similar.
Benefits
As a valued member of our team, you'll enjoy:- Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season).
- 16 weeks of fully paid parental leave.
- A $500 home office allowance.
- A connected virtual first culture with a highly engaged distributed workforce.
- 5% 401k match, FSA, company-paid health, dental, vision plan options for employees and dependents.
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to helping our team members grow and develop their careers. As a Customer Support Lead, you'll have opportunities to:- Develop your leadership skills and take on new challenges.
- Collaborate with cross-functional teams to drive business results.
- Participate in ongoing training and development programs to stay up-to-date with industry trends and best practices.
- Contribute to the development of our support processes and tools.
Work Environment and Company Culture
At blithequark, we're proud of our virtual-first culture and highly engaged distributed workforce. As a Customer Support Lead, you'll be part of a dynamic team that's passionate about delivering exceptional customer support. Our work environment is:- Flexible and remote-friendly.
- Collaborative and inclusive.
- Fast-paced and dynamic.
- Committed to innovation and continuous improvement.