Join blithequark's Customer Service Team as a Night & Weekend Team Lead
At blithequark, we're passionate about delivering exceptional customer experiences and driving business growth through innovative strategies and a customer-centric approach. As a Team Lead of Customer Service Nights and Weekends, you'll play a pivotal role in supervising and coaching a high-performing team to achieve outstanding results, foster strong relationships with customers and clients, and contribute to the company's continued success.
About the Role
As a Customer Service Team Lead at blithequark, you'll oversee the day-to-day operations of a fast-paced customer service team, ensuring seamless interactions with customers, clients, and internal stakeholders. Your expertise and leadership will be instrumental in driving productivity, customer satisfaction, and operational improvements, ultimately enhancing the overall experience for our sellers.
Key Responsibilities
- Monitor and manage day-to-day team operations, including queue management, inbound/outbound broker and customer communication, and pending orders to ensure timely confirmation by ticket sellers.
- Develop and implement strategies to meet SLA's for Inbound phone, chat, and queue work, and handle escalated broker and customer issues.
- Provide real-time support to Order Fulfillment agents, offshore (BPO) partners, internal departments, and sellers, ensuring prompt resolution of issues and concerns.
- Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and auditing agent order handling to provide constructive feedback.
- Communicate high-level issues and fulfillment trends to upper management, and interview and hire new agents to strengthen the team.
- Prepare and facilitate corrective action when needed, and approve and audit bi-weekly payroll to ensure accuracy and compliance.
- Manage multiple tasks and projects simultaneously, prioritizing effectively to drive results and achieve team goals.
Essential Qualifications
To excel as a Customer Service Team Lead at blithequark, you'll need:
- Excellent knowledge of the ticket fulfillment process and a strong understanding of customer service principles.
- Strong problem-solving and independent decision-making skills, with the ability to analyze issues and develop effective solutions.
- A proactive approach to identifying potential order problems and finding resolutions, with a focus on preventing issues and improving processes.
- A track record of performance and reliability, demonstrating a commitment to achieving results and meeting expectations.
- Ability to manage multiple tasks and projects simultaneously, prioritizing effectively to drive results and achieve team goals.
Preferred Qualifications
While not mandatory, the following skills and experience will be highly valued:
- Previous experience in a leadership role, preferably in a customer service or related field.
- Familiarity with workforce management tools, such as ADP, InContact reporting, and Freshdesk reporting.
- Strong communication and interpersonal skills, with the ability to build strong relationships with customers, clients, and internal stakeholders.
- A customer-centric approach, with a focus on delivering exceptional experiences and driving customer satisfaction.
Career Growth Opportunities
As a Customer Service Team Lead at blithequark, you'll have the opportunity to develop your skills and advance your career through:
- Comprehensive training and onboarding programs to ensure your success in the role.
- Ongoing coaching and feedback from senior managers and peers.
- Opportunities to contribute to the development of new approaches, methods, and technologies to drive business growth and team efficiencies.
- Regular performance reviews and feedback to help you grow and develop in your role.
What to Expect in the First 30, 90, and 180 Days
As a Customer Service Team Lead at blithequark, you can expect to:
30 Days:
- Complete new hire orientation, gaining the resources you need to be successful.
- Gain advanced knowledge of how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers.
- Become familiar with Work Force Management tools, such as ADP, InContact reporting, and Freshdesk reporting.
- Begin having 1-1 meetings with direct reports, focusing on coaching and building rapport.
90 Days:
- Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
- Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives.
- Gain the ability to recognize order issues and trends while monitoring agent's day-to-day activity.
- Display the ability to recognize and address agent errors, providing constructive feedback on how to meet their KPI's more effectively.
180 Days:
- Apply methods to execute individual tasks that positively impact the team.
- Play an active role in continued learnings to advance skill sets necessary for team goals.
- Complete Tri-Annual reviews for direct reports in support of your Sr. Manager.
- Independently resolve escalated customer issues to provide a positive ticket buying experience.
Work Environment and Company Culture
At blithequark, we're committed to creating a positive and inclusive work environment that fosters growth, innovation, and collaboration. As a Customer Service Team Lead, you'll be part of a dynamic team that values:
- A hybrid working model, with 3 days in the office and 2 days remote, to promote work-life balance and flexibility.
- A culture of continuous learning and development, with opportunities to grow and advance your career.
- A customer-centric approach, with a focus on delivering exceptional experiences and driving customer satisfaction.
Compensation, Perks, and Benefits
At blithequark, we offer a comprehensive compensation package that includes:
- Competitive compensation and bonus incentives.
- Equity for all employees, aligning your interests with the company's success.
- FLEX PTO and mental health days to promote work-life balance and well-being.
- Medical, dental, and vision insurance to ensure your health and well-being.
- 401K matching to support your long-term financial goals.
- Monthly credits and discounts for attending live events, allowing you to enjoy the experiences you love.
- A variety of additional workplace perks to enhance your work experience.
Join Our Team
If you're a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Service Team Lead, you'll play a critical role in driving customer satisfaction, operational excellence, and business growth. Apply now to join our dynamic team and take the next step in your career!
Apply Now