**Customer Support Lead (Night Shift) – Join the Fastest-Growing Sports Gaming Company in the Industry**
Are you a seasoned customer support professional with a passion for sports and innovation? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? Look no further than blithequark, the fastest-growing sports gaming company in the industry. We're on a mission to revolutionize the way fans engage with sports, and we need a talented Customer Support Lead to join our team.
**About blithequark**
blithequark is a trailblazing sports gaming company that's changing the game. Founded in 2020, our team has built four of the most widely played fantasy games and recently launched our Underdog Sportsbook, the only sportsbook to ever launch on our own homegrown technology. We're not just building games – we're creating experiences that bring fans closer to the action. With a valuation of nearly $500 million and a growth rate that's off the charts, we're on the cusp of something big. And we're just getting started.
**The Opportunity**
As a Customer Support Lead at blithequark, you'll be at the forefront of our customer support operations. You'll lead a team of 10+ customer support agents, providing guidance, mentorship, and support to help them achieve high performance. You'll work closely with our Support Managers to optimize workflows, tools, and platforms to improve team efficiency. And you'll be the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution.
**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 We're Looking For**
* Available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays
* 3+ years in customer support, with at least 1 year in a leadership role
* 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
**Nice to Have**
* 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**
* 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
**Compensation**
Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. The starting base salary will depend on a number of factors including the candidate's skills and experience, among other things.
**Sports Betting Licensure**
This position may require sports betting licensure based on certain state regulations.
**Equal Opportunity Employer**
blithequark is an equal opportunity employer and doesn't discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic.
**Ready to Join the Revolution?**
If you're a customer support rockstar with a passion for sports and innovation, we want to hear from you. Apply now to join our team and be a part of something big.