Join the Mission to Revolutionize Healthcare Talent Acquisition at Blithequark
Blithequark is a pioneering tech startup that's transforming the healthcare industry by connecting healthcare professionals with facilities in need of on-demand talent. Our innovative app-based marketplace empowers healthcare professionals to work on their own terms, while enabling facilities to meet their staffing needs efficiently. As a post-Series C company, we're experiencing rapid growth and are committed to fostering a diverse and inclusive culture. We're now seeking an exceptional Customer Support Team Leader to join our global, remote team and help us deliver outstanding experiences for healthcare professionals and facilities alike.
About Blithequark
At Blithequark, we're driven by a mission to uplift individuals and communities by creating opportunities for healthcare professionals to grow their careers and improve their lives. Our platform has been recognized as one of the top companies by YC, and we've achieved remarkable growth, increasing our key metrics by 25x in just 18 months. We're proud to offer a unique work environment that values flexibility, inclusivity, and collaboration. To learn more about our culture and values, explore our Careers page and discover how we work.
Job Summary
As a Customer Support Team Leader at Blithequark, you'll play a critical role in leading, coaching, and developing a high-performing team of customer support agents. Your expertise in coaching, quality assurance, and customer service will help us maintain exceptional quality assurance scores and deliver outstanding experiences for our users. You'll work closely with our agents, providing constructive feedback, identifying areas for improvement, and driving growth and development within the team.
Key Responsibilities
- Coaching and Development: Provide regular coaching and feedback to agents, focusing on quality, productivity, and attendance metrics to ensure quality assurance scores above 90%. Identify root causes of performance issues and develop strategies to address them.
- Quality Assurance: Monitor agent performance, review customer survey responses, and analyze ticket observations to ensure high-quality service delivery.
- Customer Escalations: Occasionally handle angry customer escalations, providing empathetic and effective solutions to resolve issues.
- Team Management: Ensure schedule adherence, desired productivity levels, and maintain coaching logs to track agent progress.
- Technical Skills: Navigate our support environment, including tools like Zendesk, Metabase, and Five9, to provide excellent coaching and support.
- Conflict Resolution: Listen to team members' feedback, resolve challenges and conflicts, and initiate consequence management steps for low-performing team members.
- Team Building: Suggest and lead team-building activities to foster a culture of learning and development within the team.
- Product Expertise: Develop expertise in our products and services to serve as a trusted coaching source for agents.
Profile Must Haves
- Coaching Experience: +2 years of coaching experience, with a proven track record of helping others improve their performance.
- Customer Service Experience: +2 years of customer-facing experience, with a deep understanding of customer needs and expectations.
- Communication Skills: Excellent communication and interpersonal skills, with the ability to provide constructive feedback and coaching.
- Analytical Skills: Strong analytical skills, with the ability to analyze data, identify trends, and develop strategies to drive improvement.
System Requirements
- Internet Connection: Minimum 15Mbps wired internet connection.
- Processor: Minimum i5 processor or equivalent.
- RAM: Minimum 12GB RAM.
- Working Environment: Quiet working environment with a steady power and internet connection.
What We Offer
At Blithequark, we're committed to providing a unique and rewarding work experience that supports the growth and development of our team members. As a Customer Support Team Leader, you'll enjoy:
- Competitive Compensation: A competitive salary and benefits package that recognizes your skills and experience.
- Flexible Work Arrangements: A fully remote work arrangement with flexible scheduling, allowing you to work from anywhere and at any time.
- Opportunities for Growth: Opportunities for professional growth and development, including training, mentorship, and career advancement.
- Inclusive Culture: A diverse and inclusive culture that values collaboration, creativity, and innovation.
- Autonomy and Ownership: The autonomy to make decisions and take ownership of your work, with the support of a talented and experienced team.
Why Join Blithequark?
At Blithequark, we're passionate about revolutionizing the healthcare industry and making a positive impact on the lives of healthcare professionals and patients. As a Customer Support Team Leader, you'll be part of a dynamic team that's driving growth, innovation, and excellence in the healthcare technology space. You'll have the opportunity to:
- Make a Difference: Make a meaningful contribution to the lives of healthcare professionals and patients, and be part of a mission-driven organization.
- Grow Your Career: Grow your career in a fast-paced and dynamic environment, with opportunities for professional development and advancement.
- Work with a Talented Team: Work with a talented and experienced team that's passionate about delivering exceptional results and making a positive impact.
How to Apply
If you're a motivated and experienced customer support leader who's passionate about coaching, quality assurance, and customer service, we encourage you to apply for this exciting opportunity at Blithequark. Please submit your application, including your resume and a cover letter, to join our team and be part of our mission to revolutionize the healthcare industry.
Apply Now