Join blithequark's Customer Service Team as a Night and Weekend Team Lead
At blithequark, we're passionate about delivering exceptional customer experiences and building strong relationships with our clients. As a Customer Service Team Lead for Nights and Weekends, you'll play a pivotal role in supervising and coaching a dynamic team to achieve outstanding results in a fast-paced environment. If you're a seasoned customer service professional with a knack for leadership, problem-solving, and driving team success, we invite you to join our team and be part of our continued growth and success.
About the Role
As a Customer Service Team Lead at blithequark, you'll oversee the day-to-day operations of our customer service team during nights and weekends. Your primary focus will be on ensuring that our customers and clients receive an exceptional experience, driving productivity, and utilizing data to inform operational improvements. You'll work closely with various stakeholders, including the Broker Relationship Management team, to build strong relationships and drive business outcomes.
Key Responsibilities
- Monitor 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.
- Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and auditing agent order handling.
- Communicate high-level issues and fulfillment trends to upper management and interview and hire agents.
- Prepare and facilitate corrective action when needed, approve and audit bi-weekly payroll, and manage multiple tasks and projects simultaneously.
Essential and Preferred Qualifications
To succeed as a Customer Service Team Lead at blithequark, you'll need:
- Excellent knowledge of the ticket fulfillment process.
- Strong problem-solving and independent decision-making skills.
- The ability to manage multiple tasks and projects simultaneously.
- A proactive approach to identifying potential order problems and finding resolutions.
- A track record of performance and reliability.
Preferred qualifications include experience in a leadership role, excellent communication and interpersonal skills, and the ability to work in a hybrid model (3 days in the office and 2 days remote).
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to helping our team members grow and develop their skills. As a Customer Service Team Lead, you'll have the opportunity to:
- Develop your leadership skills through training and coaching.
- Contribute to the development of our customer service strategies and processes.
- Build strong relationships with stakeholders across the organization.
- Advance your skills in workforce management tools, such as ADP, InContact reporting, and Freshdesk reporting.
Role Expectations and Progression
Here's an overview of what you can expect in the first 30, 90, and 180 days as a Customer Service Team Lead:
First 30 Days
- Complete new hire orientation and gain 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.
- Begin having 1-1 meetings with direct reports focusing on coaching and rapport.
First 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 agents' day-to-day activity.
- Display the ability to recognize and address agent errors and provide constructive feedback.
First 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 pride ourselves on our dynamic and inclusive work environment. As a Customer Service Team Lead, you'll work in a hybrid model, with 3 days in the office and 2 days remote. Our office is equipped with modern facilities, and we offer a range of perks and benefits to support your well-being and productivity.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- Bonus incentives and equity for all employees.
- FLEX PTO and mental health days.
- Medical, dental, and vision insurance.
- 401K matching.
- Monthly credits and discounts for attending live events.
- A hybrid working model.
- A variety of additional workplace perks.
Join Our Team
If you're a motivated and experienced customer service professional looking for a leadership role, we encourage you to apply to join our team at blithequark. As a Customer Service Team Lead, you'll play a critical role in driving customer satisfaction and team success. We can't wait to hear from you!
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