**Experienced Customer Support Lead (Night Shift) – Remote Opportunity at blithequark**
Are you a seasoned customer support professional with a passion for leading high-performing teams? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark, a rapidly growing sports gaming company that's revolutionizing the way fans engage with their favorite teams and players.
**About blithequark**
blithequark is the fastest-growing sports gaming company in the industry, with a mission to make sports accessible to everyone. Founded in 2020, our team has built four of the most widely played fantasy games and recently launched our innovative Underdog Sportsbook. We're committed to building the best products and experiences for our customers, and we're looking for talented individuals like you to help us achieve our vision.
**The Opportunity**
As a Customer Support Lead at blithequark, you'll have the opportunity to 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 responsible for conducting regular one-on-ones, providing feedback, and supporting professional development.
**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
**About Our Culture**
At blithequark, we believe in creating a work environment that's inclusive, supportive, and empowering. We're committed to fostering a culture of innovation, creativity, and collaboration, where everyone has the opportunity to grow and thrive. We're proud to be an equal opportunity employer and welcome applications from diverse candidates.
**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.
**How to Apply**
If you're passionate about customer support and leadership, and you're looking for a challenging and rewarding opportunity, we invite you to apply for this role. Please submit your resume and a cover letter explaining why you're the perfect fit for this position. We can't wait to hear from you!
Why Join blithequark?
At blithequark, we're committed to making sports accessible to everyone. We're a rapidly growing company with a passion for innovation, creativity, and collaboration. We believe in creating a work environment that's inclusive, supportive, and empowering, where everyone has the opportunity to grow and thrive.Our Mission
Our mission is to build the best products and experiences for our customers, and to make sports accessible to everyone. We're committed to innovation, creativity, and collaboration, and we're looking for talented individuals like you to help us achieve our vision.Our Values
* Inclusion: We believe in creating a work environment that's inclusive, supportive, and empowering. * Innovation: We're committed to innovation, creativity, and collaboration. * Customer Focus: We're passionate about building the best products and experiences for our customers. * Teamwork: We believe in the power of teamwork and collaboration. * Growth: We're committed to fostering a culture of growth and development.What We Offer
At blithequark, we offer a range of benefits and perks to support your career growth and well-being. These include: * 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 dependentsHow to Apply
If you're passionate about customer support and leadership, and you're looking for a challenging and rewarding opportunity, we invite you to apply for this role. Please submit your resume and a cover letter explaining why you're the perfect fit for this position. We can't wait to hear from you!Don't miss out on this opportunity to join a rapidly growing company that's revolutionizing the way fans engage with their favorite teams and players. Apply now to become a part of our team!