Experienced Customer Service Team Lead for Nights and Weekends - Exceptional Leadership and Coaching Opportunity in a Fast-Paced Environment

Introduction to blithequark

At blithequark, we pride ourselves on delivering exceptional customer experiences through our innovative approach to ticket fulfillment. As a leader in the industry, we recognize the importance of having a talented and dedicated team to drive our success. We are now seeking an experienced Customer Service Team Lead to join our nights and weekends team, where you will play a pivotal role in supervising and coaching a fast-paced team to provide top-notch service to our customers and clients.

Job Overview

As a Team Lead of Customer Service Nights and Weekends at blithequark, you will be responsible for leading your team to success by implementing new ideas to increase productivity, customer satisfaction, and operational improvements. You will oversee day-to-day operations, monitor open orders, intervene as necessary to correct problems, provide support and decision-making for the team, and ensure key performance indicators (KPIs) are met. You will work closely with the Broker Relationship Management team and coach, develop, and provide reviews to your associates. This is a unique opportunity to build customer and client relationships, working closely with all levels of the organization, and have a positive impact in a high-growth business.

Key Responsibilities

• Supervise and coach a team of customer service representatives to provide exceptional customer experiences
• Monitor day-to-day team operations, including queue management, inbound/outbound broker and customer communication, and pending orders
• Develop and implement strategies to meet service level agreements (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
• Interview and hire agents, prepare and facilitate corrective action when needed, and approve and audit bi-weekly payroll
• Manage multiple tasks and projects simultaneously, prioritizing tasks to meet deadlines and achieve team goals

Role Expectations and Progression

As a Team Lead - Customer Service at blithequark, your role expectations will progress over the first 30, 90, and 180 days. In the first 30 days, you will complete new hire orientation, gain advanced knowledge of the ticket marketplace, and become familiar with Work Force Management tools. You will begin having 1-1 meetings with direct reports, focusing on coaching and rapport-building.

90-Day Expectations

By 90 days, you will contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies. You will maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives. You will display the ability to recognize order issues and trends while monitoring agent's day-to-day activity and provide constructive feedback on how to meet their KPIs more effectively.

180-Day Expectations

By 180 days, you will apply methods to execute individual tasks that positively impact the team. You will play an active role in continued learnings to advance skill sets necessary for team goals. You will complete Tri-Annual reviews for direct reports in support of your Sr. Manager and independently resolve escalated customer issues to provide a positive ticket buying experience.

Essential Qualifications

To be successful in this role, you will bring:

• Excellent knowledge of the ticket fulfillment process
• Strong problem-solving and independent decision-making skills
• Ability to manage multiple tasks and projects simultaneously
• Proactive approach to identifying potential order problems and finding resolutions
• Track record of performance and reliability

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience in a team lead or supervisory role
• Familiarity with Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting
• Experience in the ticketing industry or a related field

Skills and Competencies

To excel in this role, you will possess:

• Strong leadership and coaching skills, with the ability to motivate and develop a team
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, clients, and internal stakeholders
• Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Team Lead - Customer Service, you will have access to:

• Ongoing training and development opportunities to advance your skills and knowledge
• Coaching and mentoring from experienced leaders
• Opportunities for career advancement and professional growth
• A collaborative and dynamic work environment that encourages innovation and creativity

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. We offer:

• A hybrid working model, with 3 days in the office and 2 days remote
• A flexible schedule, with a standard schedule of 3:00 pm - 12:00 am, Sunday/Monday off
• A dynamic and collaborative work environment that encourages teamwork and innovation
• Opportunities for socialization and team-building, including monthly credits and discounts for attending live events

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including:

• Competitive salary and bonus incentives
• Equity for all employees
• FLEX PTO and mental health days
• Medical, dental, and vision insurance
• 401K matching
• Monthly credits and discounts for attending live events
• A variety of additional workplace perks

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Team Lead - Customer Service at blithequark, you will have the chance to make a positive impact in a high-growth business, while developing your skills and advancing your career. Don't miss out on this opportunity to join our dynamic team and contribute to our mission of delivering exceptional customer experiences.