**Experienced Customer Service Team Lead – Nights & Weekends at blithequark**

Are you a seasoned customer service professional with a passion for leading high-performing teams and driving exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for developing innovative solutions to complex problems? If so, we invite you to join blithequark as an Experienced Customer Service Team Lead – Nights & Weekends. **About blithequark** blithequark is a leading provider of innovative solutions for the ticketing industry. Our mission is to deliver exceptional customer experiences through our cutting-edge technology and dedicated team of professionals. As a Team Lead at blithequark, you will be part of a dynamic and growth-oriented organization that values innovation, collaboration, and customer satisfaction. **Job Summary** As a Team Lead of Customer Service Nights and Weekends, you will be responsible for supervising and coaching a fast-paced team to provide 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 operational efficiency. You will oversee day-to-day operations, monitor open orders, intervene as necessary to correct problems, provide support and decisioning for the team, and ensure Key Performance Indicators (KPIs) are met. **Schedule and Work Environment** The schedule for this position is 3:00 pm – 12:00 am, with Sunday and Monday off. The hybrid model includes 3 days in the office and 2 days remote. You will work closely with all levels of the organization, including the Broker Relationship Management team, to build customer and client relationships. **Key Responsibilities** * Monitor day-to-day team operations, including queue management and inbound/outbound broker and customer communication, as well as any pending orders to ensure timely confirmation by ticket sellers. * Monitor and manage strategy to meet Service Level Agreements (SLAs) for Inbound phone, chat, and queue work. * Handle escalated broker and customer issues. * Provide real-time support to Order Fulfillment agents, Offshore (BPO) partners, internal departments, and sellers. * Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback in real-time, and audit agent order handling and provide feedback in 1x1 meetings. * Communicate high-level issues and fulfillment trends to upper management. * Audit agent order handling. * Interview and hire agents. * Prepare and facilitate corrective action when needed. * Approve and audit bi-weekly payroll. * Manage multiple tasks and projects simultaneously. **Role Expectations and Progression** As a Team Lead – Customer Experience, your role expectations will progress as follows: * **30 days in**: Complete new hire orientation, gaining 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 in**: 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 agent's day-to-day activity. * **180 days in**: 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** * 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. **Benefits** * blithequark provides competitive compensation; bonus incentives and equity for all employees; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; Hybrid working model; and a variety of additional workplace perks. **How to Apply** If you are a motivated and results-driven customer service professional looking for a new challenge, please apply to this exciting opportunity at blithequark. We look forward to hearing from you! Apply Job! Apply for this job