Customer Support Lead - Night Shift - blithequark's Innovative Sports Gaming Experience

Join the Fastest-Growing Sports Gaming Company Ever! Welcome to blithequark , the pioneer in the sports gaming industry that's been making waves since its inception in 2020. We're not just a company; we're a team of innovators and sports enthusiasts dedicated to crafting unique gaming experiences and products for American sports fans. Our journey has been remarkable, from building four of today's most popular fantasy games to launching our very own Underdog Sportsbook on our home-grown technology. This achievement isn't just a milestone; it's a testament to our commitment to innovation and customer satisfaction. About blithequark At blithequark , we believe that sports are for everyone, and we're on a mission to build a future that every fan can enjoy. Our growth has been nothing short of phenomenal, reaching a valuation of nearly $500 million in just over two years, backed by some of the biggest names in the industry, including Mark Cuban, Kevin Durant, BlackRock, and SV Angel. This is just the beginning. We're poised to become the biggest company in our space, and we're looking for talented individuals to help us achieve this vision. Customer Support Lead (Night Shift) - The Role We're seeking an experienced Customer Support Lead to join our team on the night shift. As a Customer Support Lead at blithequark , you will play a pivotal role in supervising and mentoring a team of customer support agents, ensuring they deliver top-notch service to our customers. Your leadership and analytical skills will be crucial in driving team performance, optimizing workflows, and providing exceptional support, especially during peak times. Key Responsibilities: Supervise and mentor a team of 10+ 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 for smooth operations. Work closely with Support Managers to optimize workflows, tools, and platforms, enhancing team efficiency and productivity. Develop and conduct onboarding and ongoing training sessions to equip agents with the necessary tools and knowledge for top-tier support. Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights to inform strategic decisions. Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution to maintain customer satisfaction. Who You Are: To excel in this role, you should have: Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays, to support our night shift operations. A minimum of 3 years of experience in customer support, with at least 1 year in a leadership role, demonstrating your ability to manage and motivate a team. An analytical mindset with the capability to interpret performance metrics and derive actionable insights to drive improvements. Strong leadership, team management, and coaching abilities to foster a high-performing team environment. Excellent written and verbal communication skills to effectively interact with your team, customers, and other stakeholders. Preferred Qualifications: While not mandatory, having the following qualifications can make you an even more competitive candidate: A strong understanding of fantasy sports platforms, common user issues, and seasonal trends, which can help you better relate to our customers and their needs. Proficiency with customer support tools such as Intercom, Zendesk, or similar platforms, enabling you to hit the ground running and contribute to optimizing our support processes. What We Offer At blithequark , we're committed to providing our employees with a comprehensive benefits package and a work environment that fosters growth and satisfaction. Here's what you can expect: A competitive target starting base salary range between $64,000 and $75,000, plus target equity, reflecting your skills and experience. Unlimited PTO, offering you the flexibility to manage your work-life balance, with the exception of critical periods like the NFL season. 16 weeks of fully paid parental leave, supporting you during significant life events. A $500 home office allowance to help you set up a productive workspace. A connected virtual first culture with a highly engaged distributed workforce, allowing you to work from anywhere and be part of a dynamic team. A 5% 401k match, FSA, and company-paid health, dental, vision plan options for you and your dependents, ensuring your financial and health security. Career Growth and Learning Benefits Joining blithequark isn't just about the role; it's about the opportunities you'll have to grow and develop your career. As a Customer Support Lead, you'll be at the forefront of customer service innovation, with the chance to develop new skills, take on new challenges, and contribute to the company's continued success. Work Environment and Company Culture Our virtual first culture means you can work from anywhere, but we're more than just a remote team. We're a community of passionate individuals who are dedicated to our mission and to each other. You'll be part of a highly engaged distributed workforce that values collaboration, innovation, and mutual support. Join Us! If you're ready to be part of a dynamic team that's changing the sports gaming landscape, we want to hear from you. At blithequark , we're not just looking for employees; we're looking for individuals who share our passion for sports and innovation. Apply now to become a Customer Support Lead and be part of our journey to create a future for every sports fan. blithequark is an equal opportunity employer, committed to diversity and inclusion. We don't discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic. We're excited to welcome talented individuals from all backgrounds to join our team. This position may require sports betting licensure based on certain state regulations. If you're ready for a new challenge and are passionate about delivering exceptional customer support, apply now! Apply for this job