Experienced Customer Support Team Lead – Delivering Exceptional Customer Experiences in a Fast-Paced Environment at blithequark

Introduction to blithequark

blithequark is at the forefront of serving the $800B trucking industry, the backbone of the U.S. economy. Our market-leading payment products are designed to help truckers save thousands of dollars on fuel, their number one business expense, while providing our fuel stop partners with access to new, hard-to-reach customers. As a fast-growing marketplace business, we are committed to making a real difference in the lives of our customers and are looking for a like-minded, customer-obsessed teammate to join us on this exciting journey.

About the Role

As a Customer Support Team Lead at blithequark, you will be at the heart of our mission, guiding a team of passionate specialists to deliver outstanding support to our incredible customers 24/7/365. This is a hands-on leadership role where you will drive process improvements, collaborate across teams, and be a key player in shaping a world-class customer experience. If you are excited about making a real daily impact and love a fast-paced, dynamic environment, we would love to have you on our team!

Key Responsibilities

• Be obsessed with improving the blithequark customer experience, driving industry-leading customer satisfaction
• Respond quickly and accurately to agent questions, empowering them to resolve customer issues promptly
• Track and action on live shift metrics to ensure the team is delivering top-notch support by addressing issues such as omnichannel ticket handling, customer wait times, and escalated tickets
• Monitor calls, emails, chats, and other customer-facing interactions for quality assurance and deliver frequent agent feedback
• Manage ongoing 1:1s with each team member to provide feedback on performance, attendance, work quality, productivity, and teamwork, translating agent feedback into actionable steps to improve the agent and customer experience
• Be an exemplary role model for the team, living out our values and modeling agent best practices
• Serve as a deep subject matter expert on the blithequark product to effectively solve immediate issues for agents and customers with an eye for sustainability and scalability
• Identify the root cause of recurring customer-facing issues and collaborate with cross-functional teams on developing better resolution tools and processes

Essential Qualifications

To be successful in this role, you will need:

• 3+ years in a leadership or supervisory role directly managing and developing customer support agents, and 4+ years in a remote customer support role within fintech or tech startup environments
• Bilingual: Fluency in both English and Spanish is preferred
• Experience using customer support tools and platforms (e.g., Zendesk, Intercom, or similar ticketing system)
• Prior experience managing projects or process improvement initiatives
• A true passion for customers and delivering world-class service
• Outstanding communication skills, both verbal and written

Preferred Qualifications

In addition to the essential qualifications, we are looking for someone who:

• Has a clear vision of what excellence looks like and can build it
• Is a natural leader who inspires and motivates those around them
• Is a builder who isn't satisfied with maintaining the status quo
• Is energetic, self-motivated, self-starting, and self-assured
• Is a multitasker with a high sense of urgency
• Loves fast-paced environments with an "all hands on deck" approach
• Is humble and eager to learn with a no-task-too-small mindset
• Enjoys using their sleuthing skills to problem-solve on behalf of customers

Skills and Competencies

To excel in this role, you will need to possess:

• Strong leadership and management skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong problem-solving and analytical skills
• Ability to work collaboratively with cross-functional teams
• Strong attention to detail and ability to maintain high standards

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Support Team Lead, you will have access to:

• Ongoing training and development opportunities to enhance your skills and knowledge
• Opportunities to take on new challenges and responsibilities as the company grows
• A collaborative and supportive team environment that encourages learning and growth
• Regular feedback and coaching to help you achieve your career goals

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. We believe in:

• Being customer-obsessed and putting our customers at the center of everything we do
• Making it count by acting like an owner and focusing on the impact of our work
• Finding a way by being creative problem solvers who push past roadblocks to win for our customers and our teammates
• Sweating the details by keeping our standards high and achieving them by paying attention to every detail
• Being curious by using a growth mindset to question assumptions, take calculated risks, and stretch the boundaries of what's possible

Compensation, Perks, and Benefits

We offer a competitive salary range of $60,000 - $70,000, depending on experience. In addition to your base salary, you will also be eligible for:

• Medical, dental, and vision insurance
• 401(k) with company match
• WFH stipend
• PTO
• Opportunities for major career growth and development

Conclusion

If you are a customer-obsessed, results-driven leader who is passionate about delivering exceptional customer experiences, we want to hear from you! As a Customer Support Team Lead at blithequark, you will have the opportunity to make a real difference in the lives of our customers and be part of a fast-growing and dynamic team. Apply now to join our team and start your journey with blithequark!