Experienced Customer Service Team Lead (Nights & Weekends) – Driving Operational Excellence and Customer Satisfaction at blithequark
Are you a seasoned customer service professional with a passion for leading high-performing teams and driving operational excellence? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as an Experienced Customer Service Team Lead (Nights & Weekends). In this pivotal role, you will oversee a dynamic team of customer service representatives, providing guidance, coaching, and support to ensure exceptional customer experiences and drive business growth.
About blithequark
blithequark is a leading innovator in the ticketing industry, dedicated to providing unparalleled customer experiences and driving business success for our clients. With a commitment to excellence, we strive to create a work environment that fosters growth, collaboration, and innovation. As a Team Lead at blithequark, you will be part of a dynamic team that is shaping the future of customer service and ticketing.
Key Responsibilities
As an Experienced Customer Service Team Lead (Nights & Weekends), you will be responsible for:
- Supervising and coaching a fast-paced team to provide exceptional customer experiences and drive business growth
- Developing and implementing new ideas to increase productivity, customer satisfaction, and operational efficiency
- Monitoring day-to-day team operations, including queue management, inbound/outbound broker and customer communication, and pending orders
- Managing strategy to meet Service Level Agreements (SLAs) for inbound phone, chat, and queue work
- Handling escalated broker and customer issues in a timely and professional manner
- Providing real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers
- Facilitating agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling
- Communicating high-level issues and fulfillment trends to upper management
- Auditing agent order handling and providing feedback in 1x1 meetings
- Interviewing and hiring agents
- Preparing and facilitating corrective action when needed
- Approving and auditing bi-weekly payroll
- Managing multiple tasks and projects simultaneously
Schedule and Work Environment
As a Team Lead at blithequark, you will work a hybrid schedule, with 3 days in the office and 2 days remote. Your working hours will be from 3:00 pm to 12:00 am, with Sunday and Monday off. Our office is a collaborative and dynamic space that fosters creativity, innovation, and growth.
Career Growth Opportunities and Learning Benefits
As a Team Lead at blithequark, you will have the opportunity to:
- Develop advanced knowledge of ticket marketplaces and contribute to providing great experiences for our customers
- Gain expertise in Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting
- Participate in continued learnings to advance skill sets necessary for team goals
- Play an active role in shaping the future of customer service and ticketing at blithequark
- Enjoy a competitive compensation package, bonus incentives, and equity for all employees
- Take advantage of FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and a variety of additional workplace perks
What You'll Bring
To succeed as an Experienced Customer Service Team Lead (Nights & Weekends) at blithequark, you will need:
- 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
How Your Role Contributes to the Success of blithequark
As a Team Lead at blithequark, you will play a critical role in driving operational excellence and customer satisfaction. Your contributions will help us:
- Meet Service Level Agreements (SLAs) for inbound phone, chat, and queue work
- Provide exceptional customer experiences and drive business growth
- Develop and implement new ideas to increase productivity, customer satisfaction, and operational efficiency
- Foster a collaborative and dynamic work environment that fosters creativity, innovation, and growth
How Your Role Expectations Will Progress
As a Team Lead at blithequark, your role expectations will progress as follows:
- 30 days in: Complete new hire orientation, gaining the resources you need to be successful. Gain advanced knowledge of how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers.
- 90 days in: Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies. Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives.
- 180 days in: 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. Independently resolve escalated customer issues to provide positive ticket buying experiences.
What's Next?
If you are a seasoned customer service professional with a passion for leading high-performing teams and driving operational excellence, we invite you to apply for the Experienced Customer Service Team Lead (Nights & Weekends) role at blithequark. Join our dynamic team and help shape the future of customer service and ticketing. Apply Now! Apply for this job