Experienced Customer Support Team Lead for Night-Shift Operations – Leadership and Coaching Expertise in Fast-Growing Remote Environment

Introduction to blithequark At blithequark, we pride ourselves on delivering exceptional customer experiences that set us apart in the industry. Our Customer Support department is the backbone of our success, renowned for its stellar service both internally and externally. With a strong presence in the global market, we're now seeking a highly skilled and experienced Customer Support Team Lead to join our growing team. As a Team Lead, you will play a pivotal role in coaching and supporting a team of Customer Support members, ensuring they provide top-notch service to our clients. If you're passionate about leadership, customer satisfaction, and thrive in fast-paced environments, we encourage you to apply for this exciting opportunity. About the Role This is a permanent, full-time position based in Remote Canada, offering a competitive compensation package ranging from $69,600 to $104,300 CAD per year. As a Customer Support Team Lead, you will work closely with the Senior Manager, Customer Support, and be responsible for leading a team of Customer Support members during night-shift hours (7pm-3am ET). Your primary focus will be on conversation quality, accuracy, tone, and communication skills, ensuring that our customers receive the best possible support. Key Responsibilities Support and coach a team of Customer Support members to enhance their performance and provide exceptional customer experiences. Foster a strong, positive, and collaborative team culture, recognizing individual and collective achievements, and celebrating successes. Contribute to the development and implementation of training programs, ensuring seamless onboarding experiences for new hires. Build and maintain strong relationships with cross-functional stakeholders to enhance processes, operational efficiencies, and customer satisfaction. Collaborate with the team to achieve quarterly goals and team-wide OKRs, focusing on key metrics such as response time and customer satisfaction. Review and enhance our live chat offering, suggesting improvements to the customer experience and ensuring that our support channels are aligned with industry best practices. Conduct weekly 1:1 meetings with direct reports, providing feedback, sharing updates, and ensuring overall team member success and well-being. Ensure adherence to processes and quality across all regions, working closely with leadership and other Team Leads to maintain consistency and excellence. Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed, ensuring that our knowledge base is up-to-date and accurate. Essential Qualifications 3 to 5+ years of experience leading Customer Support teams, ideally in a fast-growing environment. Proven experience managing text-based live chat support and coaching team members on communication, messaging, and efficiency. Exceptional written and verbal communication skills, with the ability to inspire and lead teams. High technical proficiency and ability to implement and scale processes, with a strong focus on quality and customer satisfaction. Strong emotional intelligence, with a people-first mindset and ability to empathize with customers and team members. Excellent problem-solving skills, with a data-driven approach and ability to analyze metrics and trends. Bachelor's degree (or higher) in a relevant field, or equivalent work experience. Preferred Qualifications Experience collaborating across departments to meet customer and team needs, with a strong understanding of digital marketing agencies and SEO/marketing channels. Experience with Customer Success-focused initiatives and copywriting or other writing/editorial experience. Familiarity with industry-specific tools and software, with the ability to learn and adapt quickly. Career Growth and Development At blithequark, we're committed to the growth and development of our team members. As a Customer Support Team Lead, you'll have access to ongoing training and development opportunities, including leadership coaching, industry conferences, and workshops. You'll also have the chance to collaborate with cross-functional teams, expanding your knowledge and skills in areas such as marketing, sales, and product development. Work Environment and Company Culture Our company culture is built on the values of empathy, excellence, and innovation. We believe in creating a work environment that is supportive, inclusive, and fun, with a strong focus on work-life balance. As a remote team, we prioritize communication, collaboration, and transparency, using tools such as Slack, Zoom, and Asana to stay connected and aligned. We also offer a range of perks and benefits, including flexible working hours, health and wellness programs, and social events. Compensation and Benefits Our compensation package is competitive and reflective of industry standards. The base salary for this role ranges from $69,600 to $104,300 CAD per year, with additional variable compensation available based on performance and experience. We also offer a range of benefits, including health and dental insurance, retirement savings plans, and paid time off. Conclusion If you're a motivated and experienced Customer Support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Support Team Lead at blithequark, you'll have the chance to make a real impact on our customers and our business, while developing your skills and advancing your career. Don't miss out on this opportunity to join our dynamic and growing team – apply today! Apply for this job