Experienced Customer Service Team Lead - Nights & Weekends: Elevate Customer Experience and Drive Operational Excellence at Blithequark

Join the Blithequark Team: Where Exceptional Customer Experience Meets Innovation

Blithequark is a dynamic and high-growth organization dedicated to delivering outstanding experiences for our customers and clients. We're seeking an exceptional Customer Service Team Lead to oversee our nights and weekends operations, ensuring seamless customer interactions and driving business growth. As a Team Lead, you'll play a pivotal role in shaping our customer service strategy, coaching and developing a high-performing team, and implementing process improvements to enhance customer satisfaction.

About Blithequark and Our Industry

Blithequark operates in the exciting and fast-paced ticket fulfillment industry, where we connect buyers and sellers of event tickets. Our mission is to provide an exceptional experience for our customers, and we're committed to innovation, customer satisfaction, and employee growth. As a leader in this industry, we're dedicated to staying ahead of the curve and delivering cutting-edge solutions that meet the evolving needs of our customers.

Key Responsibilities:

• Supervise and coach a fast-paced team to provide exceptional customer experiences, ensuring high levels of customer satisfaction and loyalty.
• Lead the team to success by producing and implementing new ideas to increase productivity, customer satisfaction, and operational efficiency.
• Oversee day-to-day operations, monitoring open orders, intervening as necessary to correct problems, and providing support and decision-making for the team.
• Ensure KPIs are met, and work closely with the Broker Relationship Management team to drive business growth.
• Build customer and client relationships, working closely with all levels of the organization to drive business objectives.
• Monitor and manage strategy to meet SLAs for inbound phone, chat, and queue work.
• Handle escalated broker and customer issues, providing real-time support to Order Fulfillment agents, offshore partners, internal departments, and sellers.
• Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling.
• Communicate high-level issues and fulfillment trends to upper management, and independently resolve escalated customer issues.

Essential Qualifications:

• Excellent knowledge of the ticket fulfillment process, with a strong understanding of customer service principles.
• Strong problem-solving and independent decision-making skills, with the ability to manage multiple tasks and projects simultaneously.
• Proactive in identifying potential order problems and finding resolutions, with a track record of performance and reliability.
• Ability to work in a fast-paced environment, with a focus on delivering exceptional customer experiences.

Preferred Qualifications:

• Previous experience in a team lead or management role, preferably in a customer service or ticket fulfillment environment.
• Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions.
• Experience with workforce management tools, such as ADP, InContact reporting, and Freshdesk reporting.

Career Growth Opportunities and Learning Benefits:

At Blithequark, we're committed to the growth and development of our employees. As a Team Lead, you'll have opportunities to:

• Develop your leadership skills through training and mentorship programs.
• Advance your knowledge of the ticket fulfillment industry and stay up-to-date with industry trends.
• Take on new challenges and responsibilities, driving business growth and innovation.

Work Environment and Company Culture:

Blithequark offers a dynamic and supportive work environment, with a focus on employee well-being and growth. Our culture is built on:

• A commitment to exceptional customer experiences and customer satisfaction.
• A collaborative and inclusive work environment, with opportunities for feedback and growth.
• A flexible and hybrid working model, with 3 days in the office and 2 days remote.

Compensation, Perks, and Benefits:

Blithequark offers a comprehensive compensation package, including:

• Competitive salary and bonus incentives.
• Equity opportunities for all employees.
• FLEX PTO and mental health days.
• Medical, dental, and vision insurance.
• 401K matching and monthly credits and discounts for attending live events.

Schedule:

The schedule for this position is:

• 3:00 pm - 12:00 am, with Sunday/Monday off.
• Hybrid model: 3 days in the office and 2 days remote.

How Your Role Contributes to the Success of Blithequark:

As a Team Lead, you'll play a critical role in driving business growth and customer satisfaction. Your responsibilities will include:

• Monitoring day-to-day team operations, including queue management and inbound/outbound broker and customer communication.
• Managing strategy to meet SLAs for inbound phone, chat, and queue work.
• Handling escalated broker and customer issues, and providing real-time support to Order Fulfillment agents and internal departments.
• Facilitating agent development through bi-annual reviews, new agent training, and frequent coaching feedback.
• Communicating high-level issues and fulfillment trends to upper management.

Role Expectations and Progression:

As a Team Lead, you'll be expected to progress and grow in your role over time. Here's an overview of your role expectations and progression:

30 Days:

• Complete new hire orientation and gain advanced knowledge of how ticket marketplaces operate.
• Become familiar with Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting.
• Begin having 1-1 meetings with direct reports, focusing on coaching and rapport-building.

90 Days:

• Contribute to approaches, methods, or technologies to support overall business goals and drive team efficiencies.
• Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives.
• Display ability to recognize and address agent errors, and provide constructive feedback on how to meet KPIs more effectively.

180 Days:

• Apply methods to execute individual tasks that positively impact the team.
• Play an active role in continued learnings to advance skill sets necessary for team goals.
• Complete Tri-Annual reviews for direct reports in support of your Sr. Manager.
• Independently resolve escalated customer issues to provide a positive ticket buying experience.

Apply Now and Join the Blithequark Team!

If you're a motivated and customer-focused leader looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Team Lead at Blithequark, you'll have the chance to make a real impact on our business and drive customer satisfaction. Don't miss out on this chance to join our dynamic team and take your career to the next level!