Experienced Customer Support Team Leader – Coaching and Development Expert for Global Remote Team at blithequark

Introduction to blithequark At blithequark, we are driven by a profound mission to uplift as many people as possible up the socioeconomic ladder. We achieve this by providing a platform that empowers healthcare professionals to turn their extra time and ambition into career growth and financial opportunities. Our innovative app-based marketplace connects healthcare facilities with healthcare professionals, allowing for on-demand shifts and access to talent. By joining blithequark, you become part of a movement that dramatically improves lives and enables healthcare professionals to work when and where they want, while also helping healthcare facilities meet their talent needs. About blithequark blithequark is a post-Series C, extremely fast-growing tech startup that is revolutionizing the market for healthcare talent. We pride ourselves on being a diverse and inclusive company with a global, remote team. Having been named one of the top companies for two years running, we have experienced a remarkable 25x growth across all key metrics in the last 18 months. This is an exciting time to join our team, as we continue to serve more healthcare professionals and facilities, ultimately enhancing patient care. To learn more about what it's like to work at blithequark, we invite you to explore our Careers page and discover how we work. About the Role We are seeking an exceptional Customer Support Team Leader who is, first and foremost, an excellent coach. Your primary responsibility will be to provide feedback, identify the root causes of performance issues, and actively train agents to rectify these defects. You will hold your team members to high standards, prioritize the customer experience in every conversation, set SMART goals for performance improvement, and craft feedback that meets our stringent standards. As a leader, you are not afraid to dive into customer issues personally and can become a product expert, serving as an excellent coaching resource for your agents. Day-to-Day Responsibilities Closely monitor agent performance, focusing on quality, productivity, and attendance metrics, with the primary goal of maintaining quality assurance scores above 90% Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations Occasionally handle angry customer escalations, ensuring that issues are resolved efficiently and effectively Ensure schedule adherence by agents and desired productivity levels, contributing to the overall efficiency of the team Maintain coaching logs and provide regular written feedback to agents, helping them grow and improve Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9 Listen to team members' feedback and resolve any challenges or conflicts, fostering a positive and inclusive team culture Initiate consequence management steps in the case of low-performing team members, ensuring that underperformance is addressed promptly and fairly Delegate tasks to high-potential team members to build a culture of learning and development within the team Suggest and lead team-building activities for team motivation, promoting a sense of unity and purpose among team members Profile Must Haves +2 years of coaching experience, with a proven track record of helping others improve their performance +2 years of customer service experience, having been in a customer-facing position and understanding the importance of exceptional customer care System Requirements Minimum 15Mbps wired internet connection, ensuring reliable and fast connectivity Minimum i5 processor or equivalent, providing the necessary computing power for our tools and software Minimum 12GB Ram, supporting the smooth operation of our systems Quiet working environment, free from distractions and interruptions Steady power and internet connection, guaranteeing uninterrupted work Work Environment and Culture This is a fully remote position, offering the flexibility to work from anywhere in the world. At blithequark, we operate 24/7 and follow a rotating roster, which means you will be expected to overlap with EST/PST time zones and accommodate weekend shifts if needed in case of emergencies. However, you will have the flexibility to take leave on other days of the week, allowing for a healthy work-life balance. Our culture is built on diversity, inclusivity, and the pursuit of excellence, making blithequark an exciting and rewarding place to work. Career Growth Opportunities and Learning Benefits By joining blithequark, you become part of a rapidly growing company that is committed to the growth and development of its team members. As a Customer Support Team Leader, you will have the opportunity to develop your coaching and leadership skills, working with a talented and diverse team. Our fast-paced environment and commitment to innovation provide a unique platform for learning and professional growth, ensuring that you stay challenged and engaged throughout your career with us. Skills and Competencies Required for Success To excel in this role, you will need to possess excellent coaching and leadership skills, with the ability to motivate and develop your team members. Strong communication and interpersonal skills are essential, as you will be working closely with your team and interacting with customers. The ability to navigate our support environment, including tools like Zendesk, Metabase, and Five9, is also crucial. Furthermore, you should be adaptable, flexible, and able to thrive in a fast-paced, remote work environment. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, along with a range of perks and benefits designed to support your well-being and career growth. While specific details may vary, you can expect a comprehensive package that reflects our commitment to our team members' success and happiness. Conclusion If you are a motivated and experienced customer support professional looking for a new challenge, we invite you to apply for the Customer Support Team Leader position at blithequark. As a key member of our team, you will play a vital role in shaping the customer experience and driving the growth and success of our company. With its unique blend of innovation, diversity, and commitment to excellence, blithequark offers a truly exciting and rewarding work environment. Don't miss this opportunity to join our team and contribute to our mission of uplifting people up the socioeconomic ladder. Apply now and become part of the blithequark family! Apply for this job