Introduction to blithequark
At blithequark, we pride ourselves on delivering exceptional customer experiences through our innovative approach to ticket fulfillment. As a leader in the industry, we are committed to fostering a culture of excellence, teamwork, and continuous learning. Our mission is to provide unparalleled service to our customers and clients, and we are seeking a talented and experienced Customer Service Team Lead to join our team.
Job Overview
As a Team Lead of Customer Service Nights and Weekends at blithequark, you will play a critical role in supervising and coaching 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 and leadership will be instrumental in driving our team's success and contributing to the growth of our business.
Key Responsibilities
- Oversee day-to-day operations, including monitoring open orders, intervening as necessary to correct problems, providing support and decisioning 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 to ensure they have the skills and knowledge needed to excel in their roles
- Monitor and manage strategy to meet SLAs for inbound phone, chat, and queue work
- Handle escalated broker and customer issues and provide real-time support to Order Fulfillment agents, offshore partners, internal departments, and sellers
- Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling
- Communicate high-level issues and fulfillment trends to upper management and audit agent order handling
- Interview and hire agents, prepare and facilitate corrective action when needed, and approve and audit bi-weekly payroll
- Manage multiple tasks and projects simultaneously and prioritize tasks to meet deadlines
Essential Qualifications
To be successful in this role, you will need to possess excellent knowledge of the ticket fulfillment process, strong problem-solving and independent decision-making skills, and the ability to manage multiple tasks and projects simultaneously. You should be proactive in identifying potential order problems and finding resolutions, with a track record of performance and reliability.
Preferred Qualifications
While not required, it is preferred that you have experience working in a fast-paced customer service environment, with a strong understanding of customer experience principles and practices. You should be comfortable working in a hybrid model, with 3 days in the office and 2 days remote, and be able to adapt to changing priorities and deadlines.
Skills and Competencies
To excel in this role, you will need to possess strong leadership and coaching skills, with the ability to motivate and develop your team members. You should be an effective communicator, with excellent verbal and written communication skills, and be able to build strong relationships with customers, clients, and internal stakeholders. You should also be proficient in using Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting.
Career Growth Opportunities
At blithequark, we are committed to the growth and development of our employees. As a Team Lead, you will have the opportunity to build your skills and expertise, with access to training and development programs, mentorship, and coaching. You will also have the opportunity to contribute to the development of our customer service strategy and play a key role in shaping the future of our business.
Work Environment and Company Culture
At blithequark, we pride ourselves on our dynamic and supportive work environment. Our team is passionate about delivering exceptional customer experiences, and we are committed to fostering a culture of excellence, teamwork, and continuous learning. We offer a hybrid working model, with 3 days in the office and 2 days remote, and a range of benefits, including competitive compensation, bonus incentives, and equity for all employees.
Compensation and Benefits
We offer a range of benefits, including competitive compensation, bonus incentives, and equity for all employees. You will also be eligible for FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and monthly credits and discounts for attending live events. Our hybrid working model and flexible scheduling will also provide you with a better work-life balance and the opportunity to work from home 2 days a week.
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Team Lead at blithequark, you will have the chance to make a real impact on our business and contribute to the delivery of exceptional customer experiences. With our commitment to growth and development, you will have the opportunity to build your skills and expertise and take your career to the next level. Apply now to join our team and be a part of our mission to deliver exceptional customer experiences.
How to Apply
To apply for this role, please submit your application, including your resume and a cover letter, to our website. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
Schedule and Work Arrangements
This role will require you to work a schedule of 3:00 pm - 12:00 am, with Sunday and Monday off. You will also be required to work a hybrid model, with 3 days in the office and 2 days remote. We offer a flexible scheduling arrangement to ensure a better work-life balance.
Role Expectations and Progression
In the first 30 days, you will complete new hire orientation, gain advanced knowledge of how ticket marketplaces operate, and begin having 1-1 meetings with direct reports. In the first 90 days, you will contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies. In the first 180 days, you will apply methods to execute individual tasks that positively impact the team and play an active role in continued learnings to advance skill sets necessary for team goals.
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