Experienced Customer Service Team Lead - Nights & Weekends at blithequark

Join blithequark's Dynamic Customer Service Team as a Night & Weekend Team Lead Are you a seasoned customer service professional looking for a challenging and rewarding leadership role? Do you thrive in a fast-paced environment and have a passion for delivering exceptional customer experiences? blithequark, a leading player in the ticket marketplace industry, is seeking an experienced Customer Service Team Lead to oversee its Nights and Weekends team. As a Team Lead, you will play a critical role in driving customer satisfaction, improving operational efficiency, and contributing to the company's continued growth and success. About blithequark and the Ticket Marketplace Industry blithequark is at the forefront of the ticket marketplace industry, connecting buyers and sellers through a robust and user-friendly platform. As a company, blithequark is committed to providing an exceptional experience for its customers and clients. With a strong focus on innovation, customer satisfaction, and employee development, blithequark offers a dynamic and supportive work environment that is perfect for professionals looking to grow and succeed. Key Responsibilities As a Customer Service Team Lead at blithequark, you will be responsible for leading a team of customer service representatives who work nights and weekends. Your primary focus will be on delivering exceptional customer experiences, driving team performance, and contributing to the overall success of the company. Some of your key responsibilities will include: Monitoring day-to-day team operations, including queue management and inbound/outbound broker and customer communication, to ensure timely confirmation of orders by ticket sellers. Managing strategy to meet SLA's for Inbound phone, chat, and queue work, and handling escalated broker and customer issues. Providing real-time support to Order Fulfillment agents, Off shore (BPO) partners, internal departments, and sellers. Facilitating agent development through bi-annual reviews, new agent training, frequent coaching feedback, and auditing agent order handling. Communicating high-level issues and fulfillment trends to upper management, and interviewing and hiring agents. Preparing and facilitating corrective action when needed, and approving and auditing bi-weekly payroll. Managing multiple tasks and projects simultaneously, and contributing to the development of new ideas and processes to improve productivity and customer satisfaction. Essential and Preferred Qualifications To be successful as a Customer Service Team Lead at blithequark, you will need to have: Excellent knowledge of the ticket fulfillment process, and strong problem-solving and independent decision-making skills. The ability to manage multiple tasks and projects simultaneously, and be proactive in identifying potential order problems and finding resolutions. A track record of performance and reliability, and experience in a leadership role, preferably in a customer service or related field. Preferred qualifications include: Experience working in a fast-paced, dynamic environment, and a strong understanding of customer service principles and practices. Proficiency in workforce management tools, such as ADP, InContact reporting, and Freshdesk reporting. Career Growth Opportunities and Learning Benefits As a Customer Service Team Lead at blithequark, you will have the opportunity to develop your skills and advance your career in a number of ways. Some of the career growth opportunities and learning benefits you can expect include: Comprehensive training and onboarding program to ensure your success in the role. Ongoing coaching and feedback from senior managers and peers. Opportunities to contribute to the development of new ideas and processes, and to take on additional responsibilities as you grow and develop in the role. Regular performance reviews and feedback to help you stay on track and achieve your career goals. Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and supportive work environment. As a Customer Service Team Lead, you will be working in a hybrid model, with 3 days in the office and 2 days remote. Our company culture is centered around innovation, customer satisfaction, and employee development, and we offer a range of benefits and perks to support our employees' well-being and success. Schedule and Work Arrangement The schedule for this role is 3:00pm-12:00am, with Sunday and Monday off. We offer a hybrid working model, with 3 days in the office and 2 days remote, to provide a healthy work-life balance and support our employees' diverse needs. Compensation, Perks, and Benefits blithequark offers a competitive compensation package, including bonus incentives and equity for all employees. Some of the benefits and perks you can expect include: FLEX PTO and mental health days to support your well-being and work-life balance. Medical, dental, and vision insurance to ensure your physical and mental health. 401K matching to help you plan for your future. Monthly credits and discounts for attending live events, and a range of additional workplace perks to enhance your employee experience. Growth and Development Expectations As a Customer Service Team Lead at blithequark, you will be expected to grow and develop in the role over time. Here are some of the key expectations for your first 30, 90, and 180 days: First 30 Days Complete new hire orientation and gain 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-building. First 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 agents' 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. First 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. Join Our Team! If you're a motivated and experienced customer service professional looking for a challenging and rewarding leadership role, we encourage you to apply for this exciting opportunity at blithequark. With our dynamic and supportive work environment, comprehensive training and onboarding program, and opportunities for career growth and development, we're confident that you'll thrive in this role and contribute to our continued success. Apply for this job