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.
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.
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.
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.
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.
To be successful in this role, you will bring:
While not required, the following qualifications are preferred:
To excel in this role, you will possess:
At blithequark, we are committed to the growth and development of our employees. As a Team Lead - Customer Service, you will have access to:
At blithequark, we pride ourselves on our positive and inclusive company culture. We offer:
At blithequark, we offer a competitive compensation package, including:
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.
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