**Experienced Team Lead, Customer Support – Remote / Telecommute Jobs at blithequark**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join blithequark, a global leader in digital infrastructure, as a Team Lead, Customer Support. At blithequark, we're not just building data centers – we're building a community of innovators, thinkers, and doers who share a common goal: to shape the future of digital infrastructure. Our team is comprised of talented individuals from diverse backgrounds, united by a passion for collaboration, creativity, and continuous learning. As a Team Lead, Customer Support, you'll play a critical role in leading and managing a team of customer support agents who provide exceptional service in Local Languages and English. Your expertise will be instrumental in ensuring the delivery of high-quality support to customers while maintaining operational efficiency. You'll be responsible for team management, performance improvement, and process optimization, actively supporting team members in handling customer inquiries, requests, orders, issues, and escalations. **Responsibilities:** * Provide support for SME's and escalated customer requests, inquiries, and/or questions through email, phone, or live chat * Responsible for understanding and improving customer satisfaction scores for their overall team * Provides day-to-day and escalation support for all levels of GSD agents related to customer requests, inquiries, and/or questions through email, phone, or live chat * May also take contacts from customers in the form of phone, email, and chat * Provide customer experience recommendations to cross-functional teams, such as Customer Success Management, Customer Support Quality Assurance, IBX Operations, and Sales, to ensure customer feedback is incorporated into business strategies and service improvements. **Management:** * Performance Management based on KPIs * 1:1 coaching and development and performance improvement planning * Provides performance coaching and feedback results to their teams * Coach and mentor GSD Teams through side-by-side support, escalation support * Plans, monitors, and reports on team performance **Planning and Service Level Management:** * Manages the operation in real-time and takes corrective actions to protect the service (queue and productivity management) **Process (Improvement/ Development/ Management/ Documentation):** * Directs team on adopting process and procedure changes * Recommends alterations and identifies areas to improve for processes that they manage * Participates in the development and improvement of processes while working with other cross-functional teams * Has an expert understanding of the service desk process and the ability to articulate it in any situation **Business Systems:** * Uses expert knowledge of business systems to identify issues and gaps in GSD business systems (e.g., SFDC, AWS Connect, CSC, ECP) * Report and triage system issues to the proper channels **Projects and cross-functional discussions:** * Participates in projects and represents own area of responsibility/expertise * Serves as a Point of Contact for other cross-functional teams in matters requiring immediate assistance or operational clarifications * Proactively provides feedback to other cooperating teams and develops cross-functional linkages **Recruitment process:** * Suggests new hire based on/provided by the WFM process and operational needs * Participates in the selection process and liaises with HR **Reporting:** * Prepare and present regular business review reports on team performance metrics, customer and agent trends and insights, and operational efficiency to leadership * Analyze trends in agent and customer feedback and provide insights for continuous improvements **Qualifications:** * Minimum 4 years experience in a contact center environment * 2-3 years of experience in leading and influencing co-workers * Bachelor's degree in Business, Communications, or a related field preferred * Strong leadership and people management skills, with the ability to motivate and inspire a team * Excellent knowledge of contact center operations, best practices, and customer service principles * Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders * Proficiency in call center software, customer relationship management (CRM-Salesforce) systems, and other relevant tools * Strong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectively * Strong working knowledge of Microsoft Office and CRMs (Salesforce preferably) * Flexibility to work in shifts, including evenings, weekends, and holidays, as required by the contact center's operational needs * Fluency in written and spoken English C1 **Why join blithequark?** * Collaborate with a talented team of innovators and thinkers who share a passion for shaping the future of digital infrastructure * Enjoy a dynamic and fast-paced work environment that offers endless opportunities for growth and learning * Develop your leadership skills and expertise in customer support, process optimization, and team management * Participate in cross-functional projects and initiatives that drive business growth and innovation * Enjoy a comprehensive benefits package, including competitive salary, health insurance, retirement plan, and paid time off * Take advantage of our flexible work arrangements, including remote work options and flexible hours **How to apply:** If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! **Equal Employment Opportunity:** blithequark is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law. Apply for this job