**Job Title:** Experienced Customer Support Lead - Night Shift Operations at blithequark

**Join the blithequark Team and Take Your Career to New Heights** Are you a seasoned customer support professional with a passion for leadership and a knack for driving high-performing teams? Do you thrive in fast-paced environments where no two days are ever the same? If so, we want to hear from you! blithequark is seeking an experienced Customer Support Lead to oversee our night shift operations, ensuring seamless support for our customers and driving business growth through exceptional service. **About blithequark** blithequark is a leading innovator in the fantasy sports industry, dedicated to providing unparalleled experiences for our users. Our team is comprised of passionate individuals who share a common goal: to revolutionize the way people engage with fantasy sports. We're a remote-first company, with a highly engaged and distributed workforce that values collaboration, innovation, and continuous learning. **Job Summary** As a Customer Support Lead at blithequark, you will be responsible for leading a team of 10+ customer support agents, ensuring they have the tools, training, and support needed to provide top-tier support to our customers. You will work closely with our Support Managers to optimize workflows, tools, and platforms, driving efficiency and effectiveness across the team. Your analytical mindset, strong leadership skills, and passion for customer support will be essential in driving business growth and delivering exceptional customer experiences. **Key Responsibilities** * Supervise and mentor a team of 10+ customer support agents, providing regular feedback, coaching, and support to ensure high performance * Conduct regular one-on-ones with team members, identifying areas for growth and development, and creating personalized plans to address these areas * Oversee day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met * Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times, including weekends and holidays * Work closely with Support Managers to optimize workflows, tools, and platforms, driving efficiency and effectiveness across the team * 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 to inform business decisions * Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution **Requirements** * 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 * Strong understanding of fantasy sports platforms, common user issues, and seasonal trends * Proficiency with customer support tools such as Intercom, Zendesk, or similar **Essential Qualifications** * Bachelor's degree in a related field (e.g., business, communications, or customer support) * Proven track record of leading high-performing teams and driving business growth through exceptional customer support * Strong analytical and problem-solving skills, with the ability to interpret complex data and drive informed decision-making * Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, customers, and stakeholders **Preferred Qualifications** * Master's degree in a related field (e.g., business, communications, or customer support) * Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines * Familiarity with fantasy sports platforms and common user issues * Certification in customer support or a related field (e.g., Certified Customer Support Professional (CCSP)) **Skills and Competencies** * Strong leadership and team management skills, with the ability to motivate and inspire team members * Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, customers, and stakeholders * Analytical and problem-solving skills, with the ability to interpret complex data and drive informed decision-making * Strong understanding of customer support principles and best practices * Proficiency with customer support tools and platforms, including Intercom, Zendesk, or similar * Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines **Career Growth Opportunities and Learning Benefits** At blithequark, we believe in investing in our employees' growth and development. As a Customer Support Lead, you will have access to: * Regular training and development opportunities to enhance your skills and knowledge * Mentorship and coaching from experienced leaders and professionals * Opportunities for career advancement and professional growth * A dynamic and supportive work environment that values collaboration, innovation, and continuous learning **Work Environment and Company Culture** blithequark is a remote-first company, with a highly engaged and distributed workforce. Our team is comprised of passionate individuals who share a common goal: to revolutionize the way people engage with fantasy sports. We value collaboration, innovation, and continuous learning, and we're committed to creating a work environment that is inclusive, supportive, and fun. **Compensation, Perks, and Benefits** As a Customer Support Lead at blithequark, you will receive: * 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 **How to Apply** If you're a motivated and experienced customer support professional with a passion for leadership, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience! Apply for this job