Join blithequark's Customer Service Team as a Night & Weekend Team Lead
At blithequark, we're passionate about delivering exceptional customer experiences and driving business growth through innovative strategies and a customer-centric approach. As a Team Lead of Customer Service Nights and Weekends, you'll play a pivotal role in supervising and coaching a high-performing team to achieve outstanding results, foster strong customer relationships, and contribute to the company's continued success.
About the Role
As a Customer Service Team Lead at blithequark, you'll oversee the day-to-day operations of our customer service team during nights and weekends, ensuring seamless interactions with customers and clients. You'll be responsible for driving productivity, customer satisfaction, and operational improvements, leveraging data to inform your decisions and implementing new ideas to propel the team forward.
Key Responsibilities
- Monitor day-to-day team operations, including queue management, inbound/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, ensuring exceptional customer experiences.
- Handle escalated broker and customer issues, providing timely and effective resolutions.
- Provide real-time support to Order Fulfillment agents, Off shore (BPO) partners, internal departments, and sellers, ensuring smooth operations.
- Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling, driving team growth and performance.
- Communicate high-level issues and fulfillment trends to upper management, informing strategic decisions.
- Audit agent order handling, identifying areas for improvement and implementing corrective actions as needed.
- Interview and hire agents, building a high-performing team.
- Prepare and facilitate corrective action when needed, ensuring accountability and growth.
- Approve and audit bi-weekly payroll, ensuring accuracy and compliance.
- Manage multiple tasks and projects simultaneously, prioritizing effectively and driving results.
Essential Qualifications
To succeed as a Customer Service Team Lead at blithequark, you'll need:
- Excellent knowledge of the ticket fulfillment process, with a deep understanding of customer service principles.
- Strong problem-solving and independent decision-making skills, with the ability to think critically and act decisively.
- The ability to manage multiple tasks and projects simultaneously, prioritizing effectively and driving results.
- A proactive approach to identifying potential order problems and finding resolutions, with a focus on preventing issues and improving processes.
- A track record of performance and reliability, with a proven ability to deliver results and meet expectations.
Preferred Qualifications
While not required, the following qualifications can enhance your candidacy:
- Experience in a leadership role, with a proven track record of driving team performance and growth.
- Familiarity with Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting.
- Strong analytical and problem-solving skills, with the ability to interpret data and inform strategic decisions.
Career Growth Opportunities
As a Customer Service Team Lead at blithequark, you'll have the opportunity to grow and develop in your role, with clear expectations for progression. Here's what you can expect in your first 30, 90, and 180 days:
30 Days
- Complete new hire orientation, gaining the resources you need to succeed.
- Gain advanced knowledge of how ticket marketplaces operate and how you'll contribute to providing great experiences for customers.
- Become familiar with Work Force Management tools and begin having 1-1 meetings with direct reports, focusing on coaching and rapport-building.
90 Days
- Contribute to 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.
- Display ability to recognize order issues and trends while monitoring agent day-to-day activity, providing constructive feedback and coaching.
180 Days
- Apply methods to execute individual tasks that positively impact the team, driving results and growth.
- Play an active role in continued learnings to advance skill sets necessary for team goals, staying up-to-date with industry trends and best practices.
- Complete Tri-Annual reviews for direct reports in support of your Sr. Manager, providing feedback and coaching to drive performance.
- Independently resolve escalated customer issues, providing positive ticket buying experiences and driving customer satisfaction.
Work Environment & Company Culture
At blithequark, we pride ourselves on a hybrid working model that offers flexibility and work-life balance. You'll work 3 days in the office and 2 days remotely, with a schedule of 3:00 pm - 12:00 am, Sunday and Monday off. Our company culture is built on a foundation of innovation, teamwork, and customer-centricity, with a focus on delivering exceptional experiences and driving business growth.
Compensation & Benefits
blithequark offers a competitive compensation package, including bonus incentives and equity for all employees. You'll also enjoy FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, monthly credits and discounts for attending live events, and a variety of additional workplace perks.
Join Our Team
If you're a motivated and experienced Customer Service Team Lead looking for a new challenge, we encourage you to apply to blithequark. With a focus on innovation, customer-centricity, and teamwork, we're committed to delivering exceptional experiences and driving business growth. As a Team Lead, you'll play a critical role in shaping our customer service strategy and driving team performance. Apply now to join our dynamic team and take the next step in your career!
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