Experienced Customer Support Lead for Night Shift Operations – Leadership Role in Innovative Sports Gaming Industry at blithequark

Introduction to blithequark Imagine being part of a revolutionary sports gaming company that is changing the landscape of the industry. At blithequark, we are passionate about building innovative games and products for American sports fans. Founded in 2020, our team has achieved unprecedented success, launching four of today's most widely played fantasy games and recently introducing our blithequark Sportsbook. As the only sportsbook to launch on our own homegrown technology, we are committed to creating unique and innovative experiences for our customers. With a valuation of nearly $500 million and a growth trajectory that shows no signs of slowing down, we are poised to become the biggest company in our space. About the Role We are seeking an experienced Customer Support Lead to join our team and play a critical role in shaping the future of sports gaming. As a Customer Support Lead, you will supervise and mentor a team of 10+ customer support agents, ensuring they achieve high performance and provide top-tier support to our customers. This is a unique opportunity to join a fast-growing company and make a meaningful impact on our customer support operations. Key Responsibilities Supervise and mentor a team of customer support agents to achieve high performance, providing regular feedback and coaching to support their professional development Conduct regular one-on-ones with team members, providing constructive feedback and support to help them grow in their roles Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met, and coordinating daily tasks, workflows, and shifts to ensure smooth operations during peak times Work closely with Support Managers to optimize workflows, tools, and platforms, improving team efficiency and effectiveness Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide exceptional support Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights, using data to inform decision-making and drive continuous improvement Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution and maintaining high customer satisfaction levels Who You Are To be successful in this role, you will need to possess a unique blend of leadership, analytical, and communication skills. You should be available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays, and have a minimum of 3 years of experience in customer support, with at least 1 year in a leadership role. You should also have an analytical mindset, with the ability to interpret performance metrics and derive actionable insights. Essential Qualifications 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 Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays Preferred Qualifications Strong understanding of fantasy sports platforms, common user issues, and seasonal trends Proficiency with customer support tools such as Intercom, Zendesk, or similar What We Offer At blithequark, we are committed to providing our employees with a comprehensive compensation package and a range of benefits that support their well-being and career growth. Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. We also offer a range of benefits, including: Unlimited PTO, with flexibility to take time off when you need it 16 weeks of fully paid parental leave, because we believe in supporting our employees' families A $500 home office allowance, to help you set up your remote workspace A connected virtual first culture, with a highly engaged distributed workforce 5% 401k match, FSA, company-paid health, dental, vision plan options for employees and dependents Career Growth Opportunities At blithequark, we are committed to helping our employees grow and develop in their careers. As a Customer Support Lead, you will have opportunities to develop your leadership and management skills, and to contribute to the growth and success of our company. You will also have access to training and development programs, to help you build your skills and knowledge and stay up-to-date with the latest industry trends. Work Environment and Company Culture At blithequark, we are proud of our company culture, which is built on a foundation of innovation, teamwork, and customer obsession. We believe in creating a work environment that is collaborative, inclusive, and supportive, where our employees can thrive and grow. As a remote-first company, we offer flexibility and autonomy, and we trust our employees to work independently and make decisions that align with our company values. Conclusion If you are a motivated and experienced customer support professional, with a passion for leadership and a commitment to delivering exceptional customer experiences, we want to hear from you. Apply now to join our team as a Customer Support Lead, and be part of a revolutionary sports gaming company that is changing the landscape of the industry. At blithequark, we are committed to creating a future where sports are for everyone, and we believe that you can play a critical role in helping us achieve our vision. 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