Experienced Customer Service Team Lead – Nights & Weekends

Are you a seasoned customer service professional with a passion for leading high-performing teams and driving exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for developing innovative solutions to complex problems? If so, we invite you to join blithequark as an Experienced Customer Service Team Lead – Nights & Weekends.

About blithequark

blithequark is a leading provider of innovative solutions in the ticketing industry. Our mission is to revolutionize the way people experience live events by delivering exceptional customer experiences and creating unforgettable memories. As a Team Lead at blithequark, you will play a critical role in shaping the future of our company and making a lasting impact on our customers and clients.

Job Summary

As a Team Lead of Customer Service Nights and Weekends, you will oversee a fast-paced team of customer service representatives, providing guidance, coaching, and support to ensure exceptional customer experiences. You will be responsible for monitoring day-to-day operations, identifying areas for improvement, and implementing strategies to increase productivity and customer satisfaction. This is a unique opportunity to join a high-growth business and make a positive impact on our customers and clients.

Schedule

Our ideal candidate will work a hybrid schedule, with 3 days in the office and 2 days remote. The standard working hours are from 3:00 pm to 12:00 am, with Sundays and Mondays off.

Key Responsibilities

As a Team Lead, you will be responsible for:

• Monitoring day-to-day team operations, including queue management and inbound/outbound broker and customer communication
• Managing strategy to meet Service Level Agreements (SLAs) for Inbound phone, chat, and queue work
• Handling escalated broker and customer issues
• Providing real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers
• Facilitating agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling and provide feedback in 1x1 meetings
• Communicating high-level issues and fulfillment trends to upper management
• Auditing agent order handling
• Interviewing and hiring agents
• Preparing and facilitating corrective action when needed
• Approving and auditing bi-weekly payroll
• Managing multiple tasks and projects simultaneously

Career Growth Opportunities

As a Team Lead at blithequark, you will have the opportunity to progress in your career and take on new challenges. Here's a breakdown of your role expectations in the first 30, 90, and 180 days:

• 30 days in: Complete new hire orientation, gain advanced knowledge of how ticket marketplaces operate, and become familiar with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting.
• 90 days in: 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.
• 180 days in: 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.

What You'll Bring

To succeed as a Team Lead at blithequark, you will need:

• Excellent knowledge of the ticket fulfillment process
• Strong problem-solving and independent decision-making skills
• Ability to manage multiple tasks and projects simultaneously
• Proactive in identifying potential order problems and finding resolutions
• Track record of performance and reliability

Benefits

As a Team Lead at blithequark, you will enjoy a range of benefits, including:

• Competitive compensation and bonus incentives
• 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
• Hybrid working model
• Variety of additional workplace perks

How to Apply

If you're a motivated and results-driven customer service professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please visit our website to learn more about blithequark and submit your application. Apply Job! Apply for this job