Experienced Customer Support Team Lead for Night-Shift Operations – Leadership and Coaching Expertise in Fast-Growing Remote Environment

Introduction to blithequark At blithequark, we pride ourselves on delivering exceptional customer experiences that set us apart in the industry. Our Customer Support department is the backbone of our success, renowned for its stellar support both internally and externally, as evident from our outstanding reviews on platforms like g2.com. As we continue to grow globally, we're seeking a highly skilled and experienced Customer Support, Team Lead to join our team, working closely with the Senior Manager, Customer Support. This is an exciting opportunity to lead, coach, and inspire a team of customer support professionals in a fast-paced, remote environment. About the Role This permanent, full-time position is based in Remote Canada, offering a unique chance to work with a distributed team and contribute to the company's mission from the comfort of your own home. The role comes with a competitive compensation package, ranging from $69,600 to $104,300 CAD per year, depending on factors such as market salary data, technical skills, previous work history, and internal pay equity. As a Team Lead, you will be working night shifts, specifically from 7pm-3am ET, which requires flexibility and adaptability. Key Responsibilities Support and coach a team of Customer Support members, focusing on conversation quality, accuracy, tone, and communication skills to ensure exceptional customer experiences. Foster a strong, positive, and collaborative team culture by recognizing individual and collective achievements, celebrating successes, and supporting team members to promote a healthy work environment. Contribute to the development and implementation of training programs, ensuring seamless onboarding experiences for new hires and continuous skill enhancement for existing team members. Build and maintain strong relationships with cross-functional stakeholders to enhance processes, operational efficiencies, and align with company goals. Play a crucial role in achieving quarterly goals and team-wide OKRs, with a focus on key metrics such as response time and customer satisfaction. Review and enhance our live chat offering, suggesting improvements to the customer experience and ensuring it meets the highest standards of quality and efficiency. Conduct weekly 1:1 meetings with direct reports, providing constructive feedback, sharing updates, and ensuring the overall success and well-being of team members. Ensure adherence to processes and quality standards across all regions, collaborating with leadership and other Team Leads to maintain consistency and excellence. Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed, promoting clear communication and knowledge sharing. Essential Qualifications 3 to 5+ years of experience leading Customer Support teams, preferably in a fast-growing environment, with a proven track record of success. Experience in managing text-based live chat support, with a deep understanding of the challenges and opportunities in this area. Expertise in coaching team members on communication, messaging, and efficiency, with a focus on developing skills and enhancing performance. Exceptional written and verbal communication skills, with the ability to articulate complex ideas clearly and concisely. High technical proficiency, with the ability to implement and scale processes, and a strong understanding of technology and its applications in customer support. Strong emotional intelligence, with a people-first mindset and the ability to inspire and lead teams to achieve their full potential. Excellent problem-solving skills, with a data-driven approach and the ability to analyze complex issues and develop effective solutions. Preferred Qualifications Experience collaborating across departments to meet customer and team needs, with a strong understanding of how different functions contribute to overall business success. Understanding of digital marketing agencies and SEO/marketing channels, which can be beneficial in developing targeted support strategies. Experience with Customer Success-focused initiatives and copywriting or other writing/editorial experience, which can enhance the quality of support materials and communications. Bachelor's degree (or higher) in a relevant field, or equivalent work experience, demonstrating a commitment to ongoing learning and professional development. Career Growth and Learning Benefits At blithequark, we're committed to the growth and development of our team members. As a Customer Support Team Lead, you'll have access to a range of learning and development opportunities, including training programs, workshops, and conferences. You'll also have the chance to work with a talented and experienced team, learning from their expertise and sharing your own knowledge and skills. Our company culture encourages innovation, creativity, and experimentation, providing a supportive environment for you to try new approaches and develop your skills. Work Environment and Company Culture blithequark is a remote-first company, which means you'll be working from the comfort of your own home. We believe in creating a flexible and inclusive work environment that allows our team members to thrive. Our company culture is built around the values of empathy, transparency, and collaboration, and we're committed to fostering a positive and supportive community. We celebrate our differences and believe that diversity is essential to our success. As a Team Lead, you'll play a key role in promoting our company culture and values, and in creating a welcoming and inclusive environment for your team. Compensation, Perks, and Benefits Our compensation package is competitive and reflects our commitment to attracting and retaining top talent. In addition to your base salary, you'll have access to a range of perks and benefits, including comprehensive health insurance, retirement savings plans, and generous paid time off. We also offer a range of wellness programs and employee assistance initiatives, designed to support your physical and mental health. Our Talent Acquisition team will discuss the details of our compensation package with you during the interview process, and answer any questions you may have. Conclusion If you're a motivated and experienced Customer Support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Team Lead at blithequark, you'll have the chance to make a real difference in the lives of our customers, and to contribute to the success of our company. You'll be working with a talented and dedicated team, and you'll have access to a range of learning and development opportunities. Don't miss out on this chance to join our team and take your career to the next level. Apply now to become a part of the blithequark family and start your journey to success! Apply for this job