Experienced Customer Support Lead for Night Shift Operations – Leadership Role in Innovative Sports Gaming Industry

Welcome to blithequark

At blithequark, we're revolutionizing the sports gaming experience for American sports fans. As the fastest-growing sports gaming company, we've built a reputation for innovation and excellence. Our team has developed four of the most widely played fantasy games and recently launched our blithequark Sportsbook, which is the only sportsbook to launch on our own homegrown technology. This allows us to create unique and innovative experiences for our customers. We believe that there's so much more to be built for sports fans, and we're committed to winning by building the best products and experiences for our customers.

About Our Industry

The sports gaming industry is one of the fastest-growing consumer industries in the U.S., and we're proud to be at the forefront of this growth. With a nearly $500 million valuation and backing from top investors like Mark Cuban, Kevin Durant, BlackRock, and SV Angel, we're poised for continued success. Our goal is to become the biggest company in our space, and we're looking for talented individuals to join our team and help us achieve this vision.

Our Mission

At blithequark, we believe that sports are for everyone, and we're building a tomorrow for every fan. We're committed to creating a future where sports fans can engage with their favorite teams and players in new and innovative ways. If you're passionate about sports and customer support, we want you to join us on this exciting journey.

About the Role

We're seeking an experienced Customer Support Lead to join our team and lead our night shift operations. As a Customer Support Lead, you will supervise and mentor a team of 10+ customer support agents to achieve high performance. You will conduct regular one-on-ones, provide feedback, and support professional development to ensure that our agents are equipped to provide top-tier support to our customers.

Key Responsibilities

• Supervise and mentor a team of 10+ customer support agents to achieve high performance
• Conduct regular one-on-ones, provide feedback, and support professional development
• Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met
• Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times
• Work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency
• Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support
• Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights
• Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution

Who You Are

To be successful in this role, you should have:

• Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays
• 3+ years of experience in customer support, with at least 1 year in a leadership role
• An analytical mindset with the ability to interpret performance metrics and derive actionable insights
• Strong leadership, team management, and coaching abilities
• Excellent written and verbal communication skills

Preferred Qualifications

While not required, it's a plus if you have:

• A strong understanding of fantasy sports platforms, common user issues, and seasonal trends
• Proficiency with customer support tools such as Intercom, Zendesk, or similar

What We Offer

At blithequark, we're committed to providing a competitive compensation package and a range of benefits to support your career growth and well-being. Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. We also offer:

• Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company-paid health, dental, vision plan options for employees and dependents

Career Growth Opportunities

At blithequark, we're committed to helping our employees grow and develop in their careers. As a Customer Support Lead, you'll have the opportunity to work with a talented team of professionals who are passionate about sports and customer support. You'll also have access to training and development programs to help you build your skills and advance in your career.

Work Environment and Company Culture

At blithequark, we're proud of our virtual first culture and our highly engaged distributed workforce. We believe in providing a flexible and supportive work environment that allows our employees to thrive. We're committed to creating a culture that is inclusive, diverse, and respectful of all employees, regardless of their background or circumstances.

How to Apply

If you're passionate about sports and customer support, and you're looking for a challenging and rewarding role with a fast-growing company, we want to hear from you. Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity.

Equal Opportunities

blithequark is an equal opportunity employer and does not discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic. We're committed to creating a diverse and inclusive workplace that reflects the communities we serve.

Conclusion

Thank you for considering this exciting opportunity to join blithequark as a Customer Support Lead. We're looking for talented and motivated individuals who are passionate about sports and customer support to join our team and help us achieve our vision. If you're ready to take your career to the next level and be part of a fast-growing and innovative company, please submit your application today.