Customer Support Lead - Night Shift - Leading a High-Performing Team at blithequark

Join the Fastest-Growing Sports Gaming Company Ever!

Welcome to blithequark, the pioneering force in the sports gaming industry that's revolutionizing the way American sports fans engage with their favorite games. As a trailblazer in this rapidly expanding market, we're not just building innovative products and experiences; we're shaping the future of sports entertainment. Our journey began in 2020 with the creation of four of today's most popular fantasy games, followed by the groundbreaking launch of our proprietary Underdog Sportsbook technology. With a valuation nearing $500 million and backed by renowned investors like Mark Cuban, Kevin Durant, BlackRock, and SV Angel, we're poised to become the biggest player in our space.

About the Role: Customer Support Lead (Night Shift)

As a Customer Support Lead at blithequark, you will play a pivotal role in ensuring our customers receive the highest level of service, especially during peak periods. You'll be responsible for leading a team of 10+ customer support agents, guiding them towards achieving exceptional performance, and fostering a culture of continuous improvement and professional growth.

Key Responsibilities:

• Supervise and mentor a high-performing team of customer support agents to achieve and exceed performance targets.
• Conduct regular one-on-ones with team members, providing constructive feedback and supporting their professional development.
• Oversee the day-to-day operations of the support team, ensuring that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met.
• Coordinate daily tasks, workflows, and shifts to ensure seamless operations, particularly during peak times.
• Collaborate closely with Support Managers to optimize workflows, tools, and platforms, enhancing team efficiency and productivity.
• Develop and deliver comprehensive onboarding and ongoing training sessions to equip agents with the knowledge and skills needed to provide top-tier support.
• Prepare and present regular performance reports, customer satisfaction metrics, and key insights to inform strategic decisions.
• Serve as the primary point of contact for escalated or high-priority tickets, ensuring swift and effective resolution.

Who You Are:

To excel as a Customer Support Lead at blithequark, you should possess a unique blend of leadership, analytical, and communication skills. Here's what we're looking for:

Essential Qualifications:

• Availability to work night shifts (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:

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

What We Offer:

At blithequark, we believe in rewarding our team members for their hard work and dedication. Here's what you can expect:

• A competitive target starting base salary range of $64,000 to $75,000, plus target equity.
• Unlimited PTO, offering you the flexibility to balance your work and personal life, except during critical periods like the NFL season.
• 16 weeks of fully paid parental leave, supporting you during significant life events.
• A $500 home office allowance to help you create a comfortable and productive workspace.
• A connected virtual-first culture that fosters collaboration and engagement among our distributed workforce.
• A comprehensive benefits package, including a 5% 401k match, FSA, company-paid health, dental, and vision plan options for you and your dependents.

Career Growth and Development:

As a Customer Support Lead at blithequark, you'll have the opportunity to grow professionally and personally. You'll be part of a dynamic team that's shaping the future of sports gaming, and you'll have access to resources and training to help you succeed. Our virtual-first culture means you'll be working with a diverse and talented team from around the world, broadening your perspectives and enhancing your skills.

Our Culture and Work Environment:

blithequark is committed to creating an inclusive and engaging work environment that values diversity and promotes equality. We're an equal opportunity employer, and we don't discriminate based on creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic. Our virtual-first approach allows us to attract and retain top talent from around the globe, ensuring that our team is as diverse as the fans we serve.

Join Our Team:

If you're a motivated and experienced customer support professional looking to lead a high-performing team and be part of a revolutionary company, we want to hear from you. Apply now to become a Customer Support Lead at blithequark and be part of shaping the future of sports gaming.

Don't miss this opportunity to join a team that's changing the game. Apply today and let's build the future of sports entertainment together!