Customer Support Lead - Night Shift - blithequark's Fast-Growing Sports Gaming Team

Join blithequark, Revolutionizing the Sports Gaming Industry

Welcome to blithequark, the fastest-growing sports gaming company ever! We're on a mission to build innovative games and products for American sports fans, and we're just getting started. Founded in 2020, our team has already made significant strides, developing four of today's most widely played fantasy games and launching our very own Underdog Sportsbook on our home-grown technology. This achievement not only showcases our capability but also our commitment to creating unique and engaging experiences for our customers.

About Us

At blithequark, we believe that sports are for everyone, and we're working tirelessly to build a tomorrow that every fan can enjoy. Our journey has been nothing short of remarkable, reaching a nearly $500 million valuation in just over two years, backed by some of the best investors in the game, including Mark Cuban, Kevin Durant, BlackRock, and SV Angel. Our growth is not slowing down, and we're looking for talented individuals like you to help us create the future of sports gaming.

Customer Support Lead (Night Shift) - The Opportunity

We're seeking an experienced Customer Support Lead to join our team on the night shift. As a Customer Support Lead at blithequark, you will play a pivotal role in supervising and mentoring a team of 10+ customer support agents to achieve high performance. Your leadership and expertise will be crucial in driving our customer support operations forward, ensuring that we continue to deliver top-tier support to our customers.

Key Responsibilities

• Supervise and mentor a team of customer support agents to achieve high performance and meet SLAs and KPIs.
• Conduct regular one-on-ones with team members, providing feedback and supporting their professional development.
• Oversee the day-to-day operations of the support team, ensuring smooth operations during peak times.
• Coordinate daily tasks, workflows, and shifts to maximize efficiency and productivity.
• Work closely with Support Managers to optimize workflows, tools, and platforms.
• Conduct onboarding and ongoing training sessions to equip agents with the necessary tools and knowledge.
• Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights.
• Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution.

Who You Are

To succeed in this role, you should have:

• Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays.
• 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.

It's even better if you have:

• A strong understanding of fantasy sports platforms, common user issues, and seasonal trends.
• Proficiency with customer support tools such as Intercom, Zendesk, or similar.

What We Offer

At blithequark, we're committed to providing our employees with a comprehensive benefits package and a work environment that fosters growth and well-being. Here's what you can expect:

• Unlimited PTO, with flexibility except during peak periods like the NFL season.
• 16 weeks of fully paid parental leave.
• A $500 home office allowance to help you set up your workspace.
• A connected virtual first culture with a highly engaged distributed workforce.
• 5% 401k match, FSA, company-paid health, dental, and vision plan options for employees and dependents.

Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. The starting base salary will depend on a number of factors, including the candidate's skills and experience.

Career Growth and Development

As a Customer Support Lead at blithequark, you'll have the opportunity to grow with our company. You'll be working with a talented team of professionals who are passionate about delivering exceptional customer experiences. Our fast-paced and dynamic environment means that you'll be constantly learning and adapting, with opportunities to take on new challenges and develop your skills.

Our Culture

blithequark is an equal opportunity employer that values diversity and inclusion. We don't discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic. Our virtual first culture allows us to connect with talented individuals from all over the world, creating a diverse and vibrant community.

Join Our Team

If you're passionate about delivering exceptional customer support and leading a team to success, we want to hear from you. As a Customer Support Lead at blithequark, you'll be part of a fast-growing company that's revolutionizing the sports gaming industry. Apply now to join our team and help us build a tomorrow for every sports fan.

Please note that this position may require sports betting licensure based on certain state regulations.