Join the Blithequark Team: Where Exceptional Customer Experience Meets Innovation
Blithequark is a dynamic and high-growth organization dedicated to delivering outstanding experiences for our customers and clients. As a leader in the ticket fulfillment industry, we're committed to providing exceptional service and support to our sellers and customers. We're now seeking an experienced Customer Service Team Lead to join our team on nights and weekends, playing a critical role in driving operational excellence and customer satisfaction.
About the Role
As a Customer Service Team Lead (Nights & Weekends) at Blithequark, you will supervise and coach a fast-paced team to provide an exceptional experience to our customers and clients. You'll lead your team to success by producing and implementing new ideas to increase productivity, customer satisfaction, and utilizing data to make operational improvements. This is a unique opportunity to have a positive impact in a high-growth business and build customer and client relationships, working closely with all levels of the organization.
Key Responsibilities
- Monitor day-to-day team operations, including queue management and inbound/outbound broker and customer communication, as well as any pending orders to ensure timely confirmation by ticket sellers.
- Monitor and manage strategy to meet SLA's for Inbound phone, chat, and queue work.
- Handle escalated broker and customer issues and provide real-time support to Order Fulfillment agents, Off-shore (BPO) partners, internal departments, and sellers.
- Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback in real-time, and audit agent order handling and provide feedback in 1x1 meetings.
- Communicate high-level issues and fulfillment trends to upper management and audit agent order handling.
- Interview and hire agents, prepare and facilitate corrective action when needed, and approve and audit bi-weekly payroll.
- Manage multiple tasks and projects simultaneously, demonstrating excellent problem-solving and independent decision-making skills.
Schedule and Work Environment
The schedule for this position is:
- 3:00 pm - 12:00 am with Sunday/Monday off.
- Hybrid model: 3 days in the office and 2 days remote.
At Blithequark, we offer a dynamic and supportive work environment that encourages growth, learning, and collaboration. Our team is passionate about delivering exceptional customer experiences, and we're looking for individuals who share our values and are excited to contribute to our mission.
What You'll Achieve as a Team Lead - Customer Experience
As a Team Lead - Customer Experience at Blithequark, your role expectations will progress as follows:
30 Days:
- Complete new hire orientation, gaining 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 such as ADP, InContact reporting, and Freshdesk reporting.
- Begin having 1-1 meetings with direct reports focusing on coaching and rapport.
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 agent's day-to-day activity.
- Display the ability to recognize and address agent errors and provide constructive feedback on how to meet their KPI's more effectively.
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.
What You'll Bring as a Team Lead - Customer Service
To succeed as a Team Lead - Customer Service at Blithequark, you'll 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.
- A track record of performance and reliability.
Career Growth Opportunities and Learning Benefits
At Blithequark, we're committed to the growth and development of our team members. As a Team Lead - Customer Service, you'll have opportunities to:
- Develop your leadership skills and advance your career.
- Learn about the ticket fulfillment industry and stay up-to-date on industry trends.
- Participate in training and development programs to enhance your skills and knowledge.
- Collaborate with cross-functional teams to drive business results.
Compensation, Perks, and Benefits
Blithequark offers a comprehensive compensation package, including:
- Competitive salary 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.
- A variety of additional workplace perks.
Why Join Blithequark?
At Blithequark, we're passionate about delivering exceptional customer experiences and driving operational excellence. As a Team Lead - Customer Service, you'll have the opportunity to:
- Make a positive impact on our customers and clients.
- Develop your leadership skills and advance your career.
- Collaborate with a dynamic and supportive team.
- Enjoy a comprehensive compensation package and benefits.
If you're a motivated and customer-focused individual looking for a new challenge, we encourage you to apply for this exciting opportunity at Blithequark. Join our team and help us deliver exceptional experiences for our customers and clients!
Apply Now