Experienced Customer Service Team Lead for Nights and Weekends - Exceptional Leadership and Coaching Opportunity in a Fast-Paced Environment

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 recognize the importance of having a talented and dedicated team to drive our success. We are now seeking an experienced Customer Service Team Lead to join our nights and weekends team, where you will play a pivotal role in supervising and coaching a fast-paced team to provide an exceptional experience to our customers and clients.

Job Overview

As a Team Lead of Customer Service Nights and Weekends at blithequark, you will be responsible for leading your team to success by producing and implementing new ideas to increase productivity, increase customer satisfaction, and utilize data to make operational improvements. You will oversee day-to-day operations, monitor open orders, intervene as necessary to correct problems, provide support and decisioning for the team, ensure KPIs are met, and work closely with the Broker Relationship Management team. Your exceptional leadership and coaching skills will be essential in developing and providing reviews to your associates, building customer and client relationships, and working closely with all levels of the organization.

Key Responsibilities

• Supervise and coach a team of customer service representatives to provide an exceptional experience to our customers and clients
• Oversee day-to-day operations, including queue management, inbound/outbound broker and customer communication, and pending orders
• 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 display ability to recognize and address agent errors and provide constructive feedback

Role Expectations and Progression

As a Team Lead - Customer Service at blithequark, your role expectations will progress over the first 30, 90, and 180 days. In the first 30 days, you will complete new hire orientation, gain advanced knowledge of how ticket marketplaces operate, and become familiar with Work Force Management tools. In the next 90 days, you will contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies. By 180 days, you will apply methods to execute individual tasks that positively impact the team, play an active role in continued learnings to advance skill sets necessary for team goals, and complete Tri-Annual reviews for direct reports.

Essential Qualifications

• Excellent knowledge of the ticket fulfillment process
• Strong problem-solving and independent decision-making skills
• Ability to manage multiple tasks and projects simultaneously
• Proactive in identifying potential order problems and finding resolutions
• Track record of performance and reliability

Preferred Qualifications

• Previous experience in a team lead or supervisory role
• Strong coaching and development skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Team Lead - Customer Service, you will have the opportunity to build on your skills and experience, take on new challenges, and advance your career. You will be part of a dynamic and innovative team, working closely with all levels of the organization to drive business success. Our comprehensive training program will provide you with the tools and resources you need to succeed, and our performance management process will help you set and achieve your career goals.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment. Our hybrid working model offers the flexibility to work from home and in the office, and our competitive compensation and benefits package recognizes the value of our employees. We offer a range of perks and benefits, including FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and monthly credits and discounts for attending live events. Our company culture is built on a foundation of respect, inclusivity, and teamwork, and we are committed to creating a workplace where everyone feels valued and supported.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package that recognizes the value of our employees. Our benefits include:

• Competitive salary and bonus incentives
• Equity for all employees
• FLEX PTO and mental health days
• Medical, dental, and vision insurance
• 401K matching
• Monthly credits and discounts for attending live events
• Hybrid working model
• A range of additional workplace perks

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 to join our team at blithequark. As a Team Lead - Customer Service, you will play a pivotal role in driving our success and delivering exceptional customer experiences. With our comprehensive training program, competitive compensation and benefits package, and positive and supportive work environment, you will have everything you need to succeed and advance your career. Apply now to take the first step towards an exciting and rewarding career with blithequark.