Experienced Customer Service Team Lead (Nights & Weekends) – Driving Operational Excellence and Customer Satisfaction at blithequark
Are you a seasoned customer service professional with a passion for leading high-performing teams and driving operational excellence? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as an Experienced Customer Service Team Lead (Nights & Weekends), where you'll play a critical role in delivering exceptional customer experiences and driving business growth.
About blithequark
blithequark is a leading [industry/sector] company that's revolutionizing the way people [briefly describe the company's mission and values]. With a strong focus on innovation, customer satisfaction, and employee development, we're committed to creating a workplace culture that's inclusive, supportive, and empowering. As a Team Lead at blithequark, you'll be part of a dynamic team that's passionate about making a positive impact in the lives of our customers and clients.
Job Summary
As a Team Lead of Customer Service Nights and Weekends, you'll be responsible for supervising and coaching a fast-paced team to deliver exceptional customer experiences and drive business growth. You'll lead your team to success by producing and implementing new ideas to increase productivity, customer satisfaction, and operational efficiency. You'll work closely with the Broker Relationship Management team and other stakeholders to ensure seamless communication and collaboration.
Key Responsibilities
* Supervise and coach a fast-paced team to deliver exceptional customer experiences and drive business growth
- Develop and implement new ideas to increase productivity, customer satisfaction, and operational efficiency
- Monitor day-to-day team operations, including queue management, inbound/outbound broker and customer communication, and pending orders
- Manage strategy to meet SLA's for Inbound phone, chat, and queue work
- 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 audit agent order handling
- Communicate high-level issues and fulfillment trends to upper management
- Audit agent order handling
- Interview and hire agents
- Prepare and facilitate corrective action when needed
- Approve and audit bi-weekly payroll
- Manage multiple tasks and projects simultaneously
Schedule and Work Environment
* Work schedule: 3:00 pm - 12:00 am, with Sunday and Monday off
- Hybrid model: 3 days in the office and 2 days remote
- Collaborative and dynamic work environment with a focus on employee development and well-being
How Your Role Contributes to the Success of blithequark
* Monitor day-to-day team operations to ensure timely confirmation of orders by ticket sellers
- Manage strategy to meet SLA's for Inbound phone, chat, and queue work
- 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 audit agent order handling
- Communicate high-level issues and fulfillment trends to upper management
- Audit agent order handling
- Interview and hire agents
- Prepare and facilitate corrective action when needed
- Approve and audit bi-weekly payroll
- Manage multiple tasks and projects simultaneously
Role Expectations and Progression
* 30 days in: Complete new hire orientation, gain advanced knowledge of ticket marketplaces, and become familiar with Work Force Management tools
- 90 days in: Contribute to approaches, methods, or technologies to support overall business goals and drive team efficiencies
- 180 days in: Apply methods to execute individual tasks that positively impact the team, play an active role in continued learnings, and complete tri-annual reviews for direct reports
What You'll Bring
* 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
* Competitive compensation, bonus incentives, and equity for all employees
- FLEX PTO, 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 with a passion for leading high-performing teams, we invite you to apply for this exciting opportunity at blithequark. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
Equal Employment Opportunity
blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace culture that's inclusive, supportive, and empowering for all employees.
Contact Information
For more information about this role or to discuss your application, please contact our HR team at [insert contact email or phone number]. Apply for this job