Experienced Customer Support Team Lead – Document Collection and Supplier Management
At blithequark, we're revolutionizing the used car market with our innovative online platform, connecting private car sellers with over 7,500 verified dealers nationwide. As the UK's fastest-growing used car marketplace, we're on a mission to transform the industry with our cutting-edge technology and exceptional customer experience. Our award-winning platform has earned us an 'Excellent' Trustpilot rating with over 70,000 reviews, and we're backed by leading investors like Index Ventures and ICONIQ Growth. We're now seeking an experienced Customer Support Team Lead to join our Document Collection team, where you'll play a crucial role in ensuring a smooth handover for our dealers by working directly with sellers to gather and verify essential documents. As a Team Leader, you'll be responsible for the overall performance of the document collection function, including supplier management, metric ownership, team leadership, performance monitoring, communication, analytical skills, and problem resolution.
About the Role
As a Customer Support Team Lead at blithequark, you'll be part of a tight-knit team that thrives on problem-solving and collaboration. Your responsibilities will include:
Supplier Management:
Proactively managing and collaborating with our Business Process Outsourcing (BPO) partners to ensure service delivery meets our expectations and requirements.
Metric Ownership:
Maintaining oversight of key performance metrics related to the document review process, taking ownership to drive performance enhancements and process improvements.
Team Leadership:
Leading and managing a small team of Document Specialists, providing guidance, support, and coaching to help them achieve team goals.
Performance Monitoring:
Continuously monitoring team and individual performance and productivity, tracking and reporting on Key Performance Indicators (KPIs).
Communication:
Ensuring timely, clear, and concise communication of information to senior stakeholders through appropriate channels and formats.
Analytical Skills:
Analysing data and information sets, breaking them down to identify patterns, trends, and insights.
Problem Resolution:
Identifying, addressing, and resolving challenges proactively, using critical thinking and analytical skills to develop effective solutions.
About You
To succeed in this role, you'll need:
- Proven experience in a team leader or supervisory role.
- Demonstrated experience working in a contact centre environment with a track record of delivering excellent customer service.
- Experience using ticketing systems, such as Zendesk.
- Excellent written and verbal communication skills, with the ability to proactively manage stakeholders.
- Strong time management and prioritisation skills to meet tight deadlines.
- Adaptability and flexibility to adjust to changing priorities and unexpected challenges.
You Could Be a Great Fit If
You have:
- Prior experience in document verification, fraud detection, or related fields.
- Experience working with BPO partners.
- A passion for delivering a great experience.
- Strong communication skills to explain complex information clearly.
- A proactive approach to problem-solving.
- A team player who enjoys collaborating with others.
Our Interview Process
Our interview process consists of three stages: 1.
Qualifying Screen:
30 minutes 2.
Hiring Manager Interview:
60 minutes 3.
Final Interview (onsite depending on team):
60 minutes You can expect to hear back from us within a week of each interview stage. You'll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations.
Why Join blithequark?
At blithequark, we offer a dynamic and supportive work environment, with opportunities for career growth and learning. Our team is passionate about delivering exceptional customer experiences, and we're committed to making a positive impact on the used car market. If you're looking for a challenging and rewarding role, where you can make a real difference, we encourage you to apply.
What We Offer
We offer a competitive salary and benefits package, including:
- A comprehensive benefits package, including health insurance, pension scheme, and life assurance.
- Opportunities for career growth and professional development.
- A dynamic and supportive work environment.
- Flexible working arrangements, including remote work options.
- Access to cutting-edge technology and tools.
- A fun and collaborative team culture.
How to Apply
If you're a motivated and experienced Customer Support Team Lead looking for a new challenge, we encourage you to apply. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job