Experienced Customer Support Lead - Night Shift: Team Leadership and Excellence in Customer Experience at Blithequark

Join the Blithequark Team as a Customer Support Lead - Night Shift Blithequark is seeking an exceptional Customer Support Lead to join our team in a night shift capacity. As a leader in the fantasy sports industry, we pride ourselves on delivering top-notch customer experiences and are looking for someone who shares our passion for excellence. If you have a proven track record in customer support leadership, a knack for mentoring high-performing teams, and a deep understanding of fantasy sports platforms, we want to hear from you. About Blithequark and Our Industry Blithequark operates at the forefront of the fantasy sports industry, providing innovative platforms and services that engage millions of users worldwide. Our mission is to create immersive and rewarding experiences for our customers, and we achieve this through a culture of continuous improvement, innovation, and customer-centricity. By joining our team, you'll be part of a dynamic and growing organization that values its employees and offers a unique blend of flexibility, growth opportunities, and benefits. Key Responsibilities As a Customer Support Lead - Night Shift at Blithequark, you will play a critical role in leading our customer support team during peak hours. Your responsibilities will include: Supervising and mentoring a team of 10+ customer support agents to achieve high performance and exceed customer expectations. Conducting regular one-on-ones, providing constructive feedback, and supporting the professional development of team members. Overseeing day-to-day operations of the support team, ensuring that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met and exceeded. Coordinating daily tasks, workflows, and shifts to ensure seamless operations during peak times, including weekends and holidays. Collaborating closely with Support Managers to optimize workflows, tools, and platforms, enhancing team efficiency and customer satisfaction. Conducting onboarding and ongoing training sessions to equip agents with the tools and knowledge needed to provide top-tier support. Preparing and delivering regular reports on team performance, customer satisfaction metrics, and key insights to inform strategic decisions. Serving as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution. Requirements and Qualifications To succeed as a Customer Support Lead - Night Shift at Blithequark, you will need: Essential Qualifications: Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays. 3+ years of experience in customer support, with at least 1 year in a leadership role. Analytical mindset with the ability to interpret performance metrics and derive actionable insights. Strong leadership, team management, and coaching abilities. Excellent written and verbal communication skills. Strong understanding of fantasy sports platforms, common user issues, and seasonal trends. Proficiency with customer support tools such as Intercom, Zendesk, or similar. Preferred Qualifications: Experience in the fantasy sports industry or a similar field. Familiarity with agile methodologies and continuous improvement practices. Certifications in customer support, leadership, or a related field. Skills and Competencies To excel in this role, you will need to demonstrate: Leadership and Team Management: The ability to inspire, motivate, and lead a high-performing team. Analytical and Problem-Solving Skills: The capacity to analyze performance metrics, identify areas for improvement, and implement effective solutions. Communication and Interpersonal Skills: Excellent written and verbal communication skills, with the ability to build strong relationships with team members and stakeholders. Adaptability and Flexibility: The ability to adapt to changing priorities, workflows, and technologies. Customer-Centricity: A deep understanding of customer needs and a commitment to delivering exceptional customer experiences. Career Growth Opportunities and Learning Benefits At Blithequark, we are committed to the growth and development of our employees. As a Customer Support Lead - Night Shift, you will have access to: Professional development opportunities, including training sessions, workshops, and conferences. Career advancement opportunities within the company. A dynamic and supportive work environment that encourages innovation and creativity. Work Environment and Company Culture Blithequark is a virtual-first company with a highly engaged and distributed workforce. We pride ourselves on our: Flexible Work Arrangements: Unlimited PTO (with some exceptions during peak periods), flexible work hours, and remote work options. Inclusive and Supportive Culture: A culture that values diversity, equity, and inclusion, with regular team-building activities and social events. Commitment to Well-being: A comprehensive benefits package, including company-paid health, dental, and vision plans, FSA, and 401k match. Compensation and Benefits We offer a competitive compensation package and benefits, including: A competitive salary. Unlimited PTO (with some exceptions during peak periods). 16 weeks of fully paid parental leave. A $500 home office allowance. 5% 401k match, FSA, company-paid health, dental, and vision plan options for employees and dependents. Conclusion If you are a motivated and experienced customer support leader looking for a new challenge, we encourage you to apply for this exciting opportunity at Blithequark. As a Customer Support Lead - Night Shift, you will play a critical role in delivering exceptional customer experiences and leading a high-performing team. We look forward to hearing from you and exploring how you can contribute to our mission and success. Apply for this job