Join the Blithequark Team as a Customer Service Team Lead – Nights & Weekends
Blithequark is seeking an exceptional Customer Service Team Lead to supervise and coach a fast-paced team during nights and weekends. As a Team Lead, you will play a crucial role in providing an exceptional experience to our customers and clients. You will lead your team to success by producing and implementing new ideas to increase productivity, customer satisfaction, and utilizing data to make operational improvements.
About Blithequark and the Industry
Blithequark operates in the exciting and dynamic ticket marketplace industry, where we connect buyers and sellers of event tickets. Our company is built on a passion for delivering exceptional customer experiences and providing a platform for people to come together and enjoy live events. As a Customer Service Team Lead at Blithequark, you will be an integral part of our mission to provide an outstanding experience for our customers and clients.
Key Responsibilities
- Supervise and coach a team of customer service representatives to provide exceptional customer experiences
- Lead the team to success by producing and implementing new ideas to increase productivity, customer satisfaction, and utilizing data to make operational improvements
- Oversee day-to-day operations, including monitoring open orders, intervening as necessary to correct problems, and providing support and decisioning for the team
- Ensure KPI's are met, and work closely with the Broker Relationship Management team and other departments
- Build customer and client relationships, working closely with all levels of the organization
- Monitor day-to-day team operations, including queue management and inbound/outbound broker and customer communication
- Handle escalated broker and customer issues, and provide real-time support to Order Fulfillment agents, Off-shore (BPO) partners, internal departments, and sellers
- Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback, and audit agent order handling
- Communicate high-level issues and fulfillment trends to upper management
- Audit agent order handling, interview and hire agents, and prepare and facilitate corrective action when needed
- Approve and audit bi-weekly payroll, and manage multiple tasks and projects simultaneously
Schedule and Work Environment
The schedule for this position is:
- 3:00 pm - 12:00 am, with Sunday/Monday off
- Hybrid model: 3 days in the office and 2 days remote
At Blithequark, we offer a dynamic and supportive work environment that encourages growth, learning, and collaboration. Our team is passionate about delivering exceptional customer experiences, and we are committed to providing a positive and inclusive work culture.
Role Expectations and Progression
As a Team Lead – Customer Experience at Blithequark, your role expectations will progress as follows:
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
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 ability to recognize order issues and trends while monitoring agent's day-to-day activity
- Display ability to recognize and address agent errors and provide constructive feedback on how to meet their KPI's more effectively
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
What You'll Bring as a Team Lead – Customer Service
To be successful in this role, you will need:
- Excellent knowledge of the ticket fulfillment process
- Strong problem-solving and independent decision-making skills
- Ability to manage multiple tasks and projects simultaneously
- Proactive in identifying potential order problems and finding resolutions
- Track record of performance and reliability
Career Growth Opportunities and Learning Benefits
At Blithequark, we are committed to providing opportunities for growth and development. As a Team Lead – Customer Service, you will have access to:
- Regular training and coaching to help you develop your skills and knowledge
- Opportunities for career advancement and professional growth
- A dynamic and supportive work environment that encourages learning and collaboration
Compensation, Perks, and Benefits
Blithequark offers a comprehensive compensation package, including:
- Competitive salary and bonus incentives
- Equity for all employees
- FLEX PTO and mental health days
- Medical, dental, and vision insurance
- 401K matching
- Monthly credits and discounts for attending live events
- Hybrid working model
- A variety of additional workplace perks
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity as a Customer Service Team Lead – Nights & Weekends at Blithequark. Join our team and be part of a dynamic and supportive work environment that is committed to providing a positive and inclusive culture.
Apply now and take the first step towards a rewarding career at Blithequark!
Apply Now