Experienced Customer Support Lead – Night Shift for Innovative Sports Gaming Company at Blithequark

Join the Fastest-Growing Sports Gaming Company and Shape the Future of Sports Fan Engagement

Blithequark is revolutionizing the sports gaming industry with cutting-edge games and products designed for American sports enthusiasts. As a pioneer in the field, we've developed four of today's most popular fantasy games and launched our own Sportsbook, built on in-house technology. This innovation allows us to create unique experiences that set us apart. With a valuation of nearly $500 million in just over two years, backed by top investors like Mark Cuban, Kevin Durant, BlackRock, and SV Angel, we're poised to become the biggest player in our space.

We're on a mission to make sports accessible to everyone and build a brighter future for fans. If you're passionate about sports and customer support, and you're looking for a challenging and rewarding role, we want you to join our team as a Customer Support Lead. In this position, you'll supervise and mentor a team of 10+ customer support agents, ensuring they deliver top-notch service and achieve high performance.

Key Responsibilities:

• Supervise and mentor a team of 10+ customer support agents to achieve high performance and provide guidance on improving customer satisfaction.
• Conduct regular one-on-one meetings, provide constructive feedback, and support the professional development of team members.
• Oversee day-to-day operations of the support team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met and exceeded.
• Coordinate daily tasks, workflows, and shifts to ensure seamless operations during peak times, including weekends and holidays.
• Collaborate with Support Managers to optimize workflows, tools, and platforms, improving team efficiency and customer experience.
• Develop and deliver onboarding and ongoing training sessions to equip agents with the tools and knowledge needed to provide exceptional support.
• Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights to inform strategic decisions.
• Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution.

Who You Are:

To succeed in this role, you should have:

• A strong background in customer support, with at least 3 years of experience and 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, with a focus on developing and motivating team members.
• Excellent written and verbal communication skills, with the ability to effectively communicate with customers and team members.
• Availability to work between 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays.

Preferred Qualifications:

While not required, the following qualifications are highly desirable:

• 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.

Career Growth Opportunities and Learning Benefits:

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

• Develop your leadership and management skills through training and mentorship programs.
• Improve your analytical and problem-solving skills through data-driven decision making.
• Enhance your communication and interpersonal skills through regular feedback and coaching.
• Contribute to the development of new products and features, shaping the future of sports fan engagement.

Work Environment and Company Culture:

At Blithequark, we pride ourselves on our connected virtual-first culture and highly engaged distributed workforce. We offer:

• Unlimited PTO (with flexibility, except for the first few weeks before and into the NFL season).
• 16 weeks of fully paid parental leave.
• A $500 home office allowance.
• A 5% 401k match, FSA, and company-paid health, dental, and vision plan options for employees and dependents.

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.

Why Join Blithequark?

By joining Blithequark, you'll become part of a dynamic team that's revolutionizing the sports gaming industry. You'll have opportunities to grow and develop your skills, contribute to the development of innovative products, and be part of a company that's shaping the future of sports fan engagement.

If you're passionate about sports, customer support, and innovation, we encourage you to apply for this exciting opportunity. As an equal opportunity employer, we welcome applications from diverse candidates and don't discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic.

This position may require sports betting licensure based on certain state regulations.

Don't miss this chance to join the fastest-growing sports gaming company and shape the future of sports fan engagement. Apply now to become a Customer Support Lead at Blithequark!