Experienced Customer Support Team Leader – Coaching, Leadership, and Customer Experience Expertise for a Fast-Growing Tech Startup

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 empowering 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 them to book on-demand shifts and access on-demand talent. This revolutionary approach enables healthcare professionals to work when and where they want, while healthcare facilities can meet their talent needs efficiently. As a post-Series C, extremely fast-growing tech startup, we are proud of our diverse and inclusive company culture, with a global, remote team that is making a significant impact in the market for healthcare talent.

About the Role

We are seeking an exceptional Customer Support Team Leader to join our team. As a seasoned coach, you will be responsible for providing feedback, identifying root causes of performance issues, and actively training agents to address these defects. Your high standards and commitment to excellence will drive your team to deliver outstanding customer experiences. You will create SMART goals for improving performance, write constructive feedback, and dive into customer issues to provide expert coaching to your agents. Your primary focus will be on maintaining quality assurance scores above 90%, while closely monitoring agent performance in terms of quality, productivity, and attendance metrics.

Day-to-Day Responsibilities

• Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
• Providing frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations
• Occasionally handling angry customer escalations and resolving issues in a professional and courteous manner
• Ensuring schedule adherence by agents and desired productivity levels to meet the team's objectives
• Maintaining coaching logs and providing regular written feedback to agents to facilitate their growth and development
• Comfortably navigating our support environment, which includes tools such as Zendesk, Metabase, and Five9
• Listening to team members' feedback and resolving any challenges or conflicts in a fair and timely manner
• Initiating consequence management steps in the case of low-performing team members to ensure the team's overall performance and quality
• Delegating tasks to high-potential team members to build a culture of learning and development within the team
• Suggesting and leading team-building activities for team motivation and cohesion

Profile Must Haves

To be successful in this role, you will need to have:

• At least 2 years of coaching experience, with a proven track record of helping others improve their performance
• At least 2 years of customer service experience, with a strong understanding of customer-facing positions and the skills required to excel in them

System Requirements

To work effectively in this fully remote position, you will need to have:

• A minimum 15Mbps wired internet connection to ensure seamless communication and data transfer
• A minimum i5 processor or equivalent to handle the demands of our support environment
• A minimum 12GB Ram to ensure efficient performance and multitasking
• A quiet working environment to minimize distractions and ensure focus
• A steady power and internet connection to maintain productivity and availability

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Support Team Leader, you will have access to a range of learning opportunities, including training programs, workshops, and conferences. You will also have the chance to work with a talented and diverse team, sharing knowledge and best practices to drive excellence in customer support. Our fast-growing startup environment offers a unique opportunity to take on new challenges, develop new skills, and advance your career in a dynamic and supportive setting.

Work Environment and Company Culture

At blithequark, we pride ourselves on our inclusive and diverse company culture. We believe in fostering a positive and supportive work environment, where everyone feels valued, respected, and empowered to contribute. Our global, remote team is connected by a shared passion for innovation, customer satisfaction, and teamwork. We offer a range of benefits, including flexible working hours, remote work options, and a comprehensive compensation package. Our team-building activities, social events, and recognition programs are designed to promote collaboration, creativity, and fun, ensuring that our team members feel engaged, motivated, and happy.

Compensation, Perks, and Benefits

As a Customer Support Team Leader at blithequark, you can expect a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes health insurance, retirement plans, and paid time off, among other benefits. We also offer a range of perks, such as flexible working hours, remote work options, and professional development opportunities. Our comprehensive compensation package is designed to recognize and reward your hard work, dedication, and contributions to our team's success.

Conclusion

If you are 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 Leader at blithequark, you will have the chance to make a real difference in the lives of our customers, while developing your skills and advancing your career in a fast-growing and innovative tech startup. Don't miss this opportunity to join our dynamic team and contribute to our mission of uplifting people up the socioeconomic ladder. Apply now and take the first step towards an exciting and rewarding career with blithequark!