Experienced Customer Service Supervisor – Driving Exceptional Merchant Experience at blithequark

Are you a seasoned customer service professional with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join our dynamic team at blithequark as an Experienced Customer Service Supervisor.

About blithequark

blithequark is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, we power billions of transactions annually for hundreds of thousands of businesses in virtually every industry. Our mission is to empower merchants to succeed in an ever-changing market, and we're looking for talented individuals like you to help us achieve this vision.

Job Summary

As an Experienced Customer Service Supervisor at blithequark, you will be responsible for leading a team of customer service representatives to deliver exceptional experiences to our merchants and partners. You will focus on monitoring, communicating, and delivering upon department KPIs, building and developing a team culture around exceptional performance, and driving results through coaching and development. If you're a results-driven leader with a passion for customer service, we encourage you to apply.

Responsibilities

As an Experienced Customer Service Supervisor at blithequark, your key responsibilities will include:

• Planning, organizing, and supervising the day-to-day support operations to ensure seamless delivery of customer service
• Providing developmental support and guidance to customer service representatives through coaching and floor support
• Utilizing strong problem-solving and people skills to assist representatives with escalated issues
• Building and maintaining strong relationships with business partners and fellow team members
• Collaborating with fellow management team members to provide a strong team environment and effective communication
• Providing a climate for motivation and support great working relationships
• Ability to multitask, meet deadlines, and achieve results under pressure
• May be required to work a variety of shifts, holidays, and be available "on call"
• Must be able to effectively manage the call center queue and report and coach on KPI metrics
• Implement and maintain departmental policies and procedures
• Measure, monitor, and maintain customer service and satisfaction
• Manage and schedule training and development for all technical support team members
• Develop and maintain department policies, procedures, and processes as required
• Provide resolution by identifying problems, researching answers, and guiding merchants through corrective steps
• Involvement in HR functions, including performance evaluations, disciplinary actions, employee level advancements, call scoring, action plan implementation, and hiring process
• Manage client expectations surrounding tickets, ticketing queue, tasks, phone queues, and projects

Qualifications

To be successful in this role, you will need to possess the following qualifications:

• Exceptional time management and a strong sense of personal accountability
• Comfortable communicating with all departments in the company
• Comfortable communicating with our sales force and technicians
• Highly organized with great attention to detail
• Passion for high performance and efficiency
• Google and Microsoft Suite experience
• Goal and results-oriented
• Reasoning and problem-solving skills
• Ability to adapt to and implement change
• Creative and forward thinking
• Reliable, dependable, and maintain an acceptable attendance record
• Knowledge of customer service core principles and practices

Work Environment and Culture

As a member of our team, you can expect to work in a fast-paced, dynamic environment where no two days are the same. You will be part of a collaborative and supportive team that is passionate about delivering exceptional experiences to our merchants and partners. We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Schedule

The schedule for this role is Sunday-Thursday, 1pm to 10pm EST, with on-site requirements 5 days per week.

How to Apply

If you're a motivated and results-driven leader with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

blithequark is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. Apply for this job