Experienced Customer Support Lead – Team Leadership and Customer Experience Expertise for a National Industry Leader

Welcome to blithequark blithequark is proud to be the national leader in filing service of legal documents, with a rich history spanning over 30 years. Our commitment to innovation and customer satisfaction has enabled us to stay ahead of the competition, and we continue to advance our technology and business processes to maintain our leadership position. With a team of 400 talented individuals and offices in major cities across the country, including Los Angeles, Dallas, Miami, Brooklyn, Chicago, Washington DC, and our headquarters in Seattle, we are a dynamic and growing organization that is dedicated to making a positive impact in the industry. At blithequark, we believe that our success is directly tied to the success of our employees. That's why we are committed to providing a supportive and inclusive work environment that fosters growth, learning, and development. We are passionate about delivering exceptional customer experiences, and we are looking for talented and motivated individuals to join our team and help us achieve our goals. Job Overview The Customer Support Lead is a critical role at blithequark, responsible for leading a team of customer support representatives to ensure high-quality service delivery. This role involves monitoring team performance, providing guidance and coaching, handling escalated customer issues, and collaborating with other departments to improve customer satisfaction. The ideal candidate is a problem-solver with excellent communication skills, a passion for delivering outstanding customer experiences, and a proven track record of leadership and team management. As a Customer Support Lead at blithequark, you will have the opportunity to make a real impact on our customers and our business. You will be responsible for developing and implementing strategies to improve customer satisfaction, reducing escalations, and increasing team efficiency. You will also have the opportunity to work closely with other departments, including sales, marketing, and product development, to ensure that our customer support team is aligned with our overall business goals. Key Responsibilities Lead the customer support team by setting goals, assigning tasks, and ensuring team members meet performance standards. This includes developing and implementing strategies to improve customer satisfaction, reducing escalations, and increasing team efficiency. Provide ongoing training, mentoring, and support to develop team members' skills and improve service quality. This includes identifying areas for improvement, developing training programs, and providing feedback and coaching to team members. Monitor daily team operations, including customer interactions and ticket management. This includes reviewing metrics and data to identify trends and areas for improvement, and making adjustments to team processes and procedures as needed. Address and resolve complex or escalated customer issues and complaints. This includes working with customers to understand their concerns, developing solutions, and implementing fixes to prevent similar issues from arising in the future. Actively work with Specialists and Manager to reduce the time to close tickets and live chats. This includes collaborating with other teams to identify areas for improvement, developing strategies to reduce resolution times, and implementing process changes to increase efficiency. Identify and propose solutions to issues with the Mobile App, Skye policies, and workflow procedures to reduce the number of incoming inquiries. This includes working with other departments to identify areas for improvement, developing solutions, and implementing changes to reduce customer contacts. Continuously review and analyze current support processes to identify areas for improvement. This includes reviewing metrics and data, identifying trends and areas for improvement, and developing strategies to improve processes and increase efficiency. Generate regular reports on team performance, customer satisfaction, and issue resolution metrics. This includes developing and implementing reporting processes, analyzing data, and providing insights and recommendations to improve team performance and customer satisfaction. Qualifications To be successful in this role, you will need to have a strong background in customer support and team leadership. This includes: 1 year of leadership and coaching experience strongly preferred. This includes experience leading teams, developing and implementing strategies, and providing feedback and coaching to team members. 2 years of customer service experience required, with a call center environment strongly preferred. This includes experience working with customers, resolving issues, and providing support via phone, email, and chat. Ability to communicate effectively in both verbal and written form. This includes strong communication and interpersonal skills, with the ability to work with customers, team members, and other stakeholders to resolve issues and improve processes. Experience with conflict resolution and escalation handling. This includes experience working with difficult customers, resolving issues, and developing solutions to prevent similar issues from arising in the future. Experience and proficiency with Microsoft Office. This includes experience using Microsoft Office applications, including Word, Excel, and Outlook, to manage data, develop reports, and communicate with team members and stakeholders. Skills and Competencies In addition to the qualifications listed above, the ideal candidate will have a range of skills and competencies that will enable them to succeed in this role. These include: Strong leadership and team management skills, with the ability to motivate and inspire team members to achieve their best. Excellent communication and interpersonal skills, with the ability to work with customers, team members, and other stakeholders to resolve issues and improve processes. Strong problem-solving and analytical skills, with the ability to identify areas for improvement and develop solutions to complex problems. Ability to work in a fast-paced environment, with the ability to prioritize tasks and manage multiple projects simultaneously. Strong attention to detail, with the ability to manage data and develop reports to inform business decisions. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to providing our employees with opportunities for growth and development. This includes: Professional development opportunities, including training and education programs to help you develop new skills and advance your career. Opportunities for advancement, including promotions and new roles within the company. A supportive and inclusive work environment, with a focus on teamwork and collaboration. Access to a range of tools and resources, including Microsoft Office, customer relationship management software, and other technologies to help you succeed in your role. Work Environment and Company Culture At blithequark, we are proud of our company culture and work environment. This includes: A dynamic and supportive work environment, with a focus on teamwork and collaboration. A range of perks and benefits, including health, dental, and vision insurance, 401(k) with company matching, paid time off, and 11 paid company holidays each year. A commitment to diversity and inclusion, with a focus on creating a welcoming and inclusive work environment for all employees. A range of social and community events, including team-building activities, volunteer opportunities, and social gatherings. Compensation, Perks, and Benefits At blithequark, we offer a range of compensation, perks, and benefits to our employees. This includes: A competitive salary range of $43,000 to $54,000 per year. A range of benefits, including health, dental, and vision insurance, 401(k) with company matching, paid time off, and 11 paid company holidays each year. A supportive and inclusive work environment, with a focus on teamwork and collaboration. Access to a range of tools and resources, including Microsoft Office, customer relationship management software, and other technologies to help you succeed in your role. Conclusion If you are a motivated and talented individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for the Customer Support Lead role at blithequark. This is a unique opportunity to join a dynamic and growing organization, with a range of opportunities for growth and development. With a competitive salary range, a range of perks and benefits, and a supportive and inclusive work environment, this is a role that is not to be missed. Apply today to join our team and help us achieve our goal of delivering exceptional customer experiences to our customers. Apply for this job