**Experienced Customer Support Lead - Night Shift | Team Management & Leadership Role at Blithequark**

Join the Blithequark Team as a Customer Support Lead - Night Shift

Blithequark is seeking an exceptional Customer Support Lead to join our team in a night shift capacity. As a leader in the fantasy sports industry, we pride ourselves on delivering top-notch support to our users. If you're passionate about customer service, team management, and have a knack for leadership, we want to hear from you! In this role, you'll oversee a team of customer support agents, driving high performance, and ensuring seamless operations during peak times.

About Blithequark

At Blithequark, we're dedicated to revolutionizing the fantasy sports experience. Our platform connects millions of users worldwide, providing an engaging and immersive experience. We're a virtual-first company with a highly engaged distributed workforce, offering a unique and flexible work environment. Our culture is built on collaboration, innovation, and a passion for delivering exceptional customer experiences.

Key Responsibilities:

• Supervise and mentor a team of 10+ customer support agents to achieve high performance, providing guidance and support to ensure success.
• Conduct regular one-on-ones, provide constructive feedback, and support professional development to help agents grow in their roles.
• Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met, and workflows are optimized for efficiency.
• Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times, including weekends and holidays.
• Collaborate with Support Managers to optimize workflows, tools, and platforms, driving continuous improvement and team efficiency.
• Develop and deliver onboarding and ongoing training sessions to equip agents 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, identifying areas for improvement.
• Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution and maintaining high customer satisfaction.

Requirements:

Essential Qualifications:

• Available to work between the hours of 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.
• 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.
• Strong understanding of fantasy sports platforms, common user issues, and seasonal trends.
• Proficiency with customer support tools such as Intercom, Zendesk, or similar.

Preferred Qualifications:

• Experience in managing remote teams or distributed workforces.
• Familiarity with agile methodologies and continuous improvement principles.
• Knowledge of data analysis tools and techniques.

What We Offer:

Benefits and Perks:

• Unlimited PTO (with flexibility, except for the first few weeks before and into the NFL season).
• 16 weeks of fully paid parental leave to support your family's needs.
• $500 home office allowance to create a comfortable and productive workspace.
• 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.

Career Growth Opportunities:

At Blithequark, we're committed to helping our team members grow and develop in their careers. As a Customer Support Lead, you'll have opportunities to:

• Develop leadership and management skills.
• Contribute to process improvements and innovation.
• Collaborate with cross-functional teams.
• Enhance your knowledge and expertise in customer support and fantasy sports.

Why Join Blithequark?

We're looking for talented individuals who share our passion for delivering exceptional customer experiences. By joining our team, you'll become part of a dynamic and innovative company that's shaping the future of fantasy sports. Enjoy a flexible work environment, competitive benefits, and opportunities for growth and development.

How to Apply:

If you're excited about this opportunity and have the skills and experience we're looking for, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to welcome you to the Blithequark team!