Experienced Customer Support Lead for Night Shift Operations – Leadership Role in Fantasy Sports Customer Experience

Introduction to blithequark At blithequark, we are passionate about delivering exceptional customer experiences in the fantasy sports industry. As a leader in our field, we recognize the importance of having a strong, supportive team that can provide top-tier assistance to our users. We are now seeking an experienced Customer Support Lead to join our team, specifically to oversee our night shift operations. This is a unique opportunity for a seasoned customer support professional to lead a team of dedicated agents, drive performance, and contribute to the growth and success of blithequark. Job Overview The Customer Support Lead will be responsible for supervising and mentoring a team of over 10 customer support agents. The ideal candidate will have a strong background in customer support, with at least 3 years of experience in the field and at least 1 year in a leadership role. This position requires a unique blend of leadership, analytical, and communication skills, as well as the ability to work effectively in a fast-paced, dynamic environment. Key Responsibilities Supervise and mentor a team of customer support agents to achieve high performance, providing regular feedback and supporting professional development through one-on-ones and training sessions. Oversee day-to-day operations of the support team, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met, and coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times. Collaborate closely with Support Managers to optimize workflows, tools, and platforms, aiming to improve team efficiency and customer satisfaction. Conduct onboarding and ongoing training sessions to ensure that agents are equipped with the necessary tools and knowledge to provide top-tier support, including a strong understanding of fantasy sports platforms, common user issues, and seasonal trends. Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights, using analytical skills to interpret performance metrics and derive actionable insights. Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution and maintaining a high level of customer satisfaction. Requirements and Qualifications To be successful in this role, candidates must be available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays. The ideal candidate will have: At least 3 years of experience in customer support, with at least 1 year in a leadership role. An analytical mindset with the ability to interpret performance metrics and derive actionable insights. Strong leadership, team management, and coaching abilities, with excellent written and verbal communication skills. A strong understanding of fantasy sports platforms, common user issues, and seasonal trends. Proficiency with customer support tools such as Intercom, Zendesk, or similar technologies. Preferred Qualifications While not required, the following qualifications are highly desirable: Experience working in a remote or distributed team environment. Familiarity with fantasy sports and the ability to understand the needs and concerns of our users. Knowledge of additional customer support tools and technologies. Certifications or training in leadership, customer support, or a related field. Skills and Competencies To excel in this role, the Customer Support Lead will need to possess a range of skills and competencies, including: Leadership and Team Management: The ability to lead, motivate, and develop a team of customer support agents, providing guidance, feedback, and support as needed. Communication and Interpersonal Skills: Excellent written and verbal communication skills, with the ability to effectively communicate with agents, managers, and customers. Analytical and Problem-Solving Skills: The ability to analyze performance metrics, identify trends and areas for improvement, and develop effective solutions to complex problems. Adaptability and Flexibility: The ability to work effectively in a fast-paced, dynamic environment, adapting to changing priorities and circumstances as needed. Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Support Lead, you will have access to a range of learning and development opportunities, including: Regular training and coaching sessions to help you develop your leadership and customer support skills. Opportunities to attend industry conferences and events, staying up-to-date with the latest trends and technologies in customer support. A supportive and collaborative work environment, with a highly engaged and distributed workforce. Work Environment and Company Culture At blithequark, we pride ourselves on our virtual first culture, with a highly engaged and distributed workforce. We offer a range of benefits and perks to support our employees, including: Unlimited PTO, with a flexible and accommodating approach to time off. 16 weeks of fully paid parental leave, supporting our employees through major life events. A $500 home office allowance, helping you to create a comfortable and productive work environment. A connected and supportive team, with regular virtual social events and activities. Compensation and Benefits In addition to our range of benefits and perks, we offer a competitive compensation package, including: A competitive salary, reflecting your experience and qualifications. A 5% 401k match, supporting your long-term financial goals. Flexible spending accounts (FSAs) and company-paid health, dental, and vision plan options for employees and dependents. Conclusion If you are a motivated and experienced customer support professional, looking for a new challenge and opportunity to grow, we encourage you to apply for this exciting role at blithequark. As a Customer Support Lead, you will play a critical role in delivering exceptional customer experiences, leading and developing a team of dedicated agents, and contributing to the success and growth of our company. Don't miss this opportunity to join our dynamic and supportive team – apply today! Apply for this job