Experienced Customer Support Team Lead for Night Shift Operations – Leading Global Customer Experience Initiatives at blithequark

Introduction to blithequark and the Customer Support Department

At blithequark, we pride ourselves on delivering exceptional customer experiences that set us apart in the industry. Our Customer Support department is the backbone of our success, renowned for its stellar support both internally and externally, as evident from our outstanding reviews on platforms like g2.com. As we continue to grow globally, we're seeking an experienced Customer Support Team Lead to join our team, working closely with the Senior Manager, Customer Support, to lead our night shift operations.

About the Role

This is a unique opportunity to lead a team of Customer Support members during our night shift hours, from 7pm-3am ET, and contribute to the development of our customer experience strategy. As a Team Lead, you will play a pivotal role in coaching, mentoring, and guiding your team to deliver high-quality support, ensuring seamless customer interactions, and fostering a positive and collaborative team culture.

Key Responsibilities

• Support and coach a team of Customer Support members, focusing on conversation quality, accuracy, tone, and communication skills to ensure exceptional customer experiences.
• Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes, and supporting team members to promote a healthy work environment.
• Contribute to training programs and ensure smooth onboarding experiences for new hires, setting them up for success and enabling them to provide top-notch support.
• Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies, driving continuous improvement and growth.
• Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction to measure success and identify areas for improvement.
• Review and enhance our live chat offering, suggesting improvements to the customer experience and ensuring that our support channels are aligned with customer needs and expectations.
• Conduct weekly 1:1s with direct reports, providing feedback, sharing updates, and ensuring overall team member success and well-being to promote growth and development.
• Ensure adherence to processes and quality across all regions, working with leadership and other Team Leads to maintain consistency and excellence in our support operations.
• Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed, ensuring that our knowledge base is up-to-date and accurate.

Essential Qualifications

To be successful in this role, you'll need:

• 3 to 5+ years' experience leading Customer Support teams, ideally in a fast-growing environment, with a proven track record of delivering exceptional customer experiences.
• Experience managing text-based live chat support, with a deep understanding of the challenges and opportunities that come with this channel.
• Expertise in coaching team members on communication, messaging, and efficiency, with a focus on developing their skills and abilities.
• Exceptional written and verbal communication skills, with the ability to articulate complex ideas in a clear and concise manner.
• High technical proficiency and ability to implement and scale processes, with a strong understanding of technology and its applications in customer support.
• Strong emotional intelligence with a people-first mindset and ability to inspire and lead, with a focus on creating a positive and inclusive team culture.
• Excellent problem-solving skills, with a data-driven approach, and the ability to analyze complex issues and develop effective solutions.

Preferred Qualifications

While not essential, the following qualifications are desirable:

• Experience collaborating across departments to meet customer and team needs, with a strong understanding of the interconnectedness of different functions and teams.
• Understanding of digital marketing agencies and SEO/marketing channels, with a focus on how these channels impact customer behavior and expectations.
• Experience with Customer Success-focused initiatives and copywriting or other writing/editorial experience, with a focus on developing compelling content that resonates with customers.
• Bachelor's degree (or higher) in a relevant field, or relevant work experience, with a focus on continuous learning and professional development.

Skills and Competencies

To succeed in this role, you'll need to possess the following skills and competencies:

• Strong leadership and coaching skills, with the ability to motivate and inspire team members.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders and team members.
• Strong problem-solving and analytical skills, with the ability to analyze complex issues and develop effective solutions.
• Ability to work in a fast-paced environment, with a focus on adaptability and flexibility.
• Strong technical skills, with the ability to learn and adapt to new technologies and systems.

Career Growth Opportunities and Learning Benefits

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

• Opportunities for professional development and growth, with a focus on continuous learning and skill-building.
• Training and mentorship programs, designed to help you develop your skills and abilities.
• Cross-functional collaboration and knowledge-sharing, with a focus on developing a deep understanding of our business and operations.
• A dynamic and supportive work environment, with a focus on creating a positive and inclusive culture.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As a team member, you can expect:

• A dynamic and supportive work environment, with a focus on collaboration and teamwork.
• A culture that values diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive space for all team members.
• Opportunities for socialization and team-building, with a focus on developing strong relationships with your colleagues.
• A flexible and remote work environment, with a focus on work-life balance and flexibility.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a base salary ranging from $69,600 to $104,300 CAD per year. Our compensation is determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. In addition to your base salary, you may be eligible for additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process.

Conclusion

If you're a motivated and experienced Customer Support professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Support Team Lead, you'll play a critical role in shaping our customer experience strategy and leading our night shift operations. With a focus on growth, development, and continuous learning, we're confident that you'll thrive in this role and make a meaningful contribution to our team. Apply now to take the first step in your journey with blithequark!