Customer Support Lead - Night Shift - blithequark's Fast-Growing Sports Gaming Team

Join blithequark, Revolutionizing the Sports Gaming Industry Welcome to blithequark, the fastest-growing sports gaming company ever! We're on a mission to build innovative games and products for American sports fans, and we're just getting started. Founded in 2020, our team has already made significant strides in the industry, launching four widely played fantasy games and our very own Underdog Sportsbook - a pioneering achievement in the sportsbook landscape. Our home-grown technology empowers us to craft unique experiences, and we're committed to continuing this trend. As we stand at the forefront of the fastest-growing consumer industry in the U.S., the opportunity for growth is vast. With a valuation of nearly $500 million, backed by renowned investors such as Mark Cuban, Kevin Durant, BlackRock, and SV Angel, we're poised for continued expansion. At blithequark, we believe that sports are for everyone, and we're dedicated to building a brighter future for every fan. If you're passionate about creating this future, we invite you to join our dynamic team. About the Customer Support Lead Role We're seeking an exceptional Customer Support Lead to oversee our night shift operations, ensuring our customers receive top-tier support. As a Customer Support Lead, you will be instrumental in mentoring and managing a team of 10+ customer support agents, driving high performance, and optimizing workflows to enhance team efficiency. Key Responsibilities: Supervise and mentor a team of customer support agents to achieve high performance and meet customer expectations. Conduct regular one-on-ones with team members, providing constructive feedback and supporting their professional development. Oversee the day-to-day operations of the support team, ensuring SLAs and KPIs are met, and coordinating daily tasks, workflows, and shifts to guarantee seamless operations during peak times. Collaborate with Support Managers to optimize workflows, tools, and platforms, driving improvements in team efficiency and customer satisfaction. Develop and deliver comprehensive onboarding and ongoing training sessions to equip agents with the necessary tools and knowledge to provide exceptional support. Prepare and present regular reports on team performance, customer satisfaction metrics, and key insights to inform strategic decisions. Serve as the primary point of contact for escalated or high-priority tickets, ensuring swift and effective resolution. Who You Are To excel as a Customer Support Lead at blithequark, you should possess: Availability to work between 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays. A minimum of 3 years of experience in customer support, with at least 1 year in a leadership role. An analytical mindset, with the ability to interpret performance metrics and derive actionable insights. Strong leadership, team management, and coaching abilities. Excellent written and verbal communication skills. Preferred Qualifications: A deep understanding of fantasy sports platforms, common user issues, and seasonal trends. Proficiency with customer support tools such as Intercom, Zendesk, or similar platforms. What We Offer At blithequark, we provide a comprehensive benefits package, including: Unlimited PTO (with flexibility, except during peak periods like the NFL season). 16 weeks of fully paid parental leave. A $500 home office allowance to support your remote work setup. A connected virtual-first culture with a highly engaged distributed workforce. A 5% 401k match, FSA, and company-paid health, dental, and vision plan options for employees and dependents. Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. The starting base salary will depend on factors such as your skills and experience. Career Growth and Development As a Customer Support Lead at blithequark, you'll have opportunities for career growth and professional development. You'll be an integral part of our team, contributing to the success of our customers and the company as a whole. Our virtual-first culture and distributed workforce ensure that you're connected with colleagues and leaders across the organization, fostering a collaborative and supportive environment. blithequark's Culture and Values At blithequark, we're committed to creating a workplace that is inclusive, flexible, and supportive. We're an equal opportunity employer, and we don't discriminate based on creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic. Our culture is built around a shared passion for innovation, customer satisfaction, and teamwork. Join Our Team If you're a motivated and experienced customer support professional looking to lead a team and drive success in a fast-growing industry, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Support Lead, you'll be instrumental in shaping the customer experience and contributing to our continued growth and innovation. Apply now and join our dynamic team in revolutionizing the sports gaming industry! Note: This position may require sports betting licensure based on certain state regulations. Apply for this job