Experienced Customer Support Lead – Team Leadership and Customer Experience Expertise for a National Industry Leader

Welcome to blithequark blithequark is proud to be at the forefront of its industry, boasting a rich history of innovation and excellence. As a national leader, we have established ourselves as a pioneer in our field, with a strong presence across the country. Our headquarters in Seattle serves as the hub for our operations, which span across multiple offices in major cities, including Los Angeles, Dallas, Miami, Brooklyn, Chicago, and Washington DC. With over 30 years of experience and a team of 400 talented individuals, we continue to push the boundaries of what is possible, leveraging cutting-edge technology and streamlined business processes to stay ahead of the curve. Job Overview We are seeking an exceptional Customer Support Lead to join our team, responsible for guiding a group of customer support representatives in delivering top-notch service to our clients. This role is perfect for a seasoned problem-solver with outstanding communication skills and a passion for providing exceptional customer experiences. As a Customer Support Lead at blithequark, you will be responsible for monitoring team performance, offering guidance and coaching, handling complex customer issues, and collaborating with other departments to enhance customer satisfaction. Key Responsibilities Lead the customer support team by setting goals, assigning tasks, and ensuring team members meet performance standards, fostering a culture of excellence and continuous improvement. Provide ongoing training, mentoring, and support to develop team members’ skills and improve service quality, helping them grow both professionally and personally. Monitor daily team operations, including customer interactions and ticket management, to ensure seamless and efficient service delivery. Address and resolve complex or escalated customer issues and complaints in a timely and professional manner, utilizing your expertise and knowledge to turn challenges into opportunities. Actively collaborate with Specialists and Managers to reduce the time to close tickets and live chats, streamlining our processes and enhancing customer satisfaction. Identify and propose solutions to issues with our Mobile App, policies, and workflow procedures to reduce the number of incoming inquiries, leveraging your analytical skills to drive positive change. Continuously review and analyze current support processes to identify areas for improvement, implementing changes and innovations that drive growth and excellence. Generate regular reports on team performance, customer satisfaction, and issue resolution metrics, providing valuable insights that inform our strategies and decisions. Qualifications To succeed in this role, you will need to possess a unique blend of leadership, coaching, and customer service skills. The ideal candidate will have: At least 1 year of leadership and coaching experience, with a strong preference for candidates who have a proven track record of success in similar roles. 2 years of customer service experience, with a strong preference for candidates who have worked in a call center environment and have a deep understanding of the challenges and opportunities that come with it. Excellent communication skills, both verbal and written, with the ability to articulate complex ideas and concepts in a clear and concise manner. Experience with conflict resolution and escalation handling, with a strong emphasis on de-escalation techniques and customer satisfaction. Proficiency with Microsoft Office, with the ability to learn and adapt to new software and systems as needed. What We Offer At blithequark, we recognize that our employees are our greatest asset, and we are committed to providing a comprehensive range of benefits and perks to support their well-being and success. These include: Health, Dental, Vision insurance, providing peace of mind and protection for you and your loved ones. 401(k) with company matching, helping you plan for your future and achieve your long-term goals. Paid time off, giving you the opportunity to rest, recharge, and pursue your passions. 11 paid company holidays each year, allowing you to celebrate and observe the occasions that matter most to you. Disability insurance, providing a safety net and protecting your income in the event of illness or injury. Employee assistance program, offering support and resources to help you navigate life's challenges and achieve your full potential. Referral program, rewarding you for bringing talented and motivated individuals into our team. Compensation and Schedule The salary range for this role is $43,000 to $54,000, depending on experience and qualifications. This is a full-time, remote position, with a schedule of Monday to Friday, allowing you to work from the comfort of your own home and enjoy a better work-life balance. Why Join blithequark? By joining blithequark, you will become part of a dynamic and innovative team that is passionate about delivering exceptional customer experiences. You will have the opportunity to grow and develop your skills, work with cutting-edge technology, and contribute to the success of a national industry leader. If you are a motivated and talented individual who is looking for a new challenge and a chance to make a real difference, we encourage you to apply for this exciting opportunity. Conclusion In conclusion, the Customer Support Lead role at blithequark is a unique and exciting opportunity for a talented and motivated individual to join our team and make a real difference. With a competitive salary, comprehensive benefits, and a dynamic and innovative work environment, this role has everything you need to succeed and thrive. If you are passionate about delivering exceptional customer experiences, have a strong leadership and coaching background, and are looking for a new challenge, we encourage you to apply for this role today and take the first step towards an exciting and rewarding career with blithequark. Apply for this job