Experienced Email Support Team Lead - Delivering Exceptional Customer Experience at blithequark

Join a Revolutionary Healthcare Organization that's Changing Lives

Are you passionate about making a difference in people's lives and providing individualized care? Does the prospect of harnessing cutting-edge technology to deliver top-notch patient care excite you? At blithequark, we're revolutionizing healthcare with our innovative approach and commitment to improving the quality of patient lives.

With over 50 years of operational experience, blithequark has pioneered the world's first Healthcare Operations Center. Our Operations Center is the hub for maximizing adherence and providing real-time information to clinical staff, caregivers, and families in cases of elevated or critical readings. Our core values - Honesty, Integrity, Transparency, and Accuracy - are the foundation of our commitment to delivering exceptional patient care.

About the Role

We're seeking an experienced Email Support Team Lead to join our remote team. As a key member of our customer support team, you'll play a critical role in ensuring customer satisfaction, leading a team of support agents, and driving innovation in customer support. If you're a seasoned professional with a passion for delivering exceptional customer experiences, we encourage you to apply.

Key Responsibilities

• Handle and resolve complex and high-priority customer support issues forwarded by team members, ensuring customer satisfaction.
• Assign tasks to support agents based on priority and agent expertise to optimize team workflow and efficiency.
• Respond to email inquiries in a timely, accurate, and professional manner, leveraging knowledge of various support platforms like Monday.com and HelpScout.
• Act as the first point of contact for your team members' questions, providing them with guidance and support.
• Train new and existing team members on email support best practices, use of support platforms, and handling of complex issues.
• Continuously assess and optimize the team's performance by monitoring key support metrics and conducting regular performance reviews.
• Collaborate with other departments to improve product knowledge, troubleshoot complex issues, and ensure a seamless customer experience.
• Develop and update all necessary support documentation, including training manuals, procedures, and policies, to enhance team capability and performance.
• Stay abreast of new trends and technologies in customer support to drive innovation and efficiency within the team.
• Other tasks as assigned.

Essential Qualifications

To succeed in this role, you'll need:

• Proven experience in a support lead or similar role, with a track record of managing customer support teams, demonstrating the ability to handle multiple tasks simultaneously.
• Expertise in multiple email support platforms, such as Monday.com and HelpScout, is essential.
• Strong problem-solving skills, the ability to efficiently manage complex, high-priority tasks, and the agility to adapt to new situations or changes in priorities.
• Excellent communication and interpersonal skills, with a flair for training and mentoring team members.
• Ability to work under pressure and adapt quickly to changing priorities.
• Strong organizational skills and a methodical approach to task and team management.
• 1 year of experience in email support, team management, and customer service.

Preferred Qualifications

While not mandatory, the following qualifications will be considered an advantage:

• Relevant industry certifications and training.

What We Offer

At blithequark, we're committed to supporting your professional development and helping you achieve your career goals within our organization. Here are just a few benefits you can expect:

• Competitive hourly rate of up to $14.00 per hour.
• No less than 40 hours per week, with a fixed 8-hour day shift schedule (Monday - Friday 8am to 5pm CST).
• Opportunities for career growth and professional development, including leadership roles, specialization in patient care, and advancement in our Healthcare Operations Center.
• A comprehensive benefits package, including dental insurance, health insurance, vision insurance, and on-the-job training.
• The flexibility to work from home, with a reliable internet connection and a dedicated workspace.

Our Culture and Work Environment

At blithequark, we're committed to providing a workplace that is diverse, inclusive, and accessible to all. We're an equal opportunity employer, welcoming and encouraging applications from all qualified individuals regardless of their background. Our team is passionate about delivering exceptional patient care, and we're looking for like-minded professionals to join us.

Why Join blithequark?

If you're a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply. At blithequark, you'll have the opportunity to:

• Make a real difference in people's lives by delivering exceptional customer experiences.
• Develop your skills and expertise in a dynamic and innovative environment.
• Collaborate with a talented team of professionals who share your passion for patient care.
• Enjoy a comprehensive benefits package and competitive compensation.
• Work in a flexible and supportive environment that allows you to thrive.

Ready to Apply?

If you're excited about the opportunity to join blithequark and contribute to our mission, please submit your application. We look forward to considering your application and discussing this opportunity further.

blithequark is an equal opportunity employer, committed to diversity, inclusion, and accessibility.