Experienced Customer Support Team Leader - Leadership, Coaching, and Excellence in Healthcare Technology at Blithequark (Remote Worldwide)

Join the Mission to Revolutionize Healthcare Talent Acquisition and Support

Blithequark is a pioneering tech startup that's transforming the healthcare industry by connecting healthcare professionals with facilities in need of on-demand talent. Our innovative app-based marketplace empowers healthcare professionals to work on their own terms, while enabling facilities to access the talent they require. As a Customer Support Team Leader at Blithequark, you'll play a vital role in shaping the customer experience and driving team excellence.

About Blithequark

Blithequark is a post-Series C, fast-growing tech startup with a global, remote team. We've been recognized as one of the top companies by YC for two consecutive years and have experienced remarkable growth, with a 25x increase across key metrics in just 18 months. Our diverse and inclusive culture fosters a collaborative environment where team members can thrive and make a meaningful impact.

The Role: Customer Support Team Leader

As a seasoned leader and coach, you'll be responsible for guiding and developing a team of customer support agents. Your primary focus will be on providing constructive feedback, identifying areas for improvement, and training agents to deliver exceptional customer experiences. You'll set high standards, create SMART goals, and write feedback that meets our standards. You'll also be comfortable handling customer escalations and becoming a product expert to serve as a valuable resource for your team.

Key Responsibilities:

• Closely monitor agent performance, focusing on quality, productivity, and attendance metrics, with a goal of maintaining quality assurance scores above 90%
• Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and ticket observations
• Occasionally handle angry customer escalations and resolve issues efficiently
• Ensure schedule adherence and desired productivity levels among agents
• Maintain coaching logs and provide regular written feedback to agents
• Navigate our support environment, including tools like Zendesk, Metabase, and Five9
• Listen to team members' feedback and resolve any challenges or conflicts
• Initiate consequence management steps for low-performing team members
• Delegate tasks to high-potential team members to foster a culture of learning and development
• Suggest and lead team-building activities to boost team motivation

Profile Requirements

To succeed in this role, you'll need:

• +2 years of coaching experience, with direct responsibility for helping others improve their performance
• +2 years of customer service experience, with a proven track record in customer-facing positions

System Requirements:

• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB RAM
• Quiet working environment
• Steady power and internet connection

What We Offer

As a Customer Support Team Leader at Blithequark, you'll enjoy:

• A fully remote work arrangement with the flexibility to work from anywhere
• The opportunity to work with a diverse and inclusive team
• A dynamic and fast-paced environment with opportunities for growth and development
• Competitive compensation and benefits package
• A culture that values learning, development, and teamwork

Career Growth and Learning Benefits

At Blithequark, we're committed to helping our team members grow and develop their skills. As a Customer Support Team Leader, you'll have access to:

• Regular training and coaching sessions
• Opportunities to take on new challenges and responsibilities
• A supportive and collaborative team environment
• Recognition and rewards for outstanding performance

Work Environment and Company Culture

At Blithequark, we pride ourselves on our inclusive and dynamic work environment. Our remote team is spread across the globe, and we use technology to stay connected and collaborate effectively. We value:

• Diversity, equity, and inclusion
• Open communication and transparency
• Collaboration and teamwork
• Continuous learning and growth

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Opportunities for professional growth and development

Why Join Blithequark?

If you're passionate about delivering exceptional customer experiences, coaching and developing high-performing teams, and working in a fast-paced and dynamic environment, we want to hear from you. As a Customer Support Team Leader at Blithequark, you'll have the opportunity to make a meaningful impact on the healthcare industry and grow your career in a supportive and inclusive environment.

Ready to join our team and help us revolutionize healthcare talent acquisition and support? Apply now to take the first step towards a rewarding and challenging career at Blithequark!