Join blithequark's Dynamic Customer Service Team as a Nights & Weekends Team Lead
Are you a seasoned customer service professional looking for a challenging and rewarding leadership role in a fast-paced and growing industry? Do you have a passion for delivering exceptional customer experiences and leading high-performing teams? If so, we have an exciting opportunity for you to join blithequark's Customer Service team as a Team Lead, Nights & Weekends.
About blithequark and the Role
At blithequark, we're dedicated to revolutionizing the way people experience live events. As a leading ticket marketplace, we're committed to providing an exceptional customer experience that sets us apart from the competition. As a Team Lead, Nights & Weekends, you'll play a critical role in driving this mission forward by leading a team of customer service representatives to deliver outstanding service to our customers and clients.
In this role, you'll oversee day-to-day operations, monitor open orders, and intervene as necessary to correct problems. You'll also provide support and decision-making for your team, ensuring that KPIs are met and that our customers receive an exceptional experience. With a strong focus on coaching and development, you'll help your team members grow and succeed in their roles, and you'll work closely with other departments to drive business outcomes.
Key Responsibilities
- Monitor day-to-day team operations, including queue management and inbound/outbound broker and customer communication, as well as pending orders to ensure timely confirmation by ticket sellers.
- Manage strategy to meet SLA's for Inbound phone, chat, and queue work, and handle escalated broker and customer issues.
- Provide real-time support to Order Fulfillment agents, Off shore (BPO) partners, internal departments, and sellers.
- Facilitate agent development through bi-annual reviews, new agent training, frequent coaching feedback in real-time, and audit agent order handling and provide feedback in 1x1 meetings.
- Communicate high-level issues and fulfillment trends to upper management, and audit agent order handling.
- Interview and hire agents, prepare and facilitate corrective action when needed, and approve and audit bi-weekly payroll.
- Manage multiple tasks and projects simultaneously, and contribute to the development of new ideas to increase productivity and customer satisfaction.
Essential and Preferred Qualifications
To succeed in this role, you'll need:
- Excellent knowledge of the ticket fulfillment process.
- Strong problem-solving and independent decision-making skills.
- Ability to manage multiple tasks and projects simultaneously.
- Proactive in identifying potential order problems and finding resolutions.
- Track record of performance and reliability.
Preferred qualifications include:
- Previous experience in a leadership role in a customer service or related field.
- Strong coaching and development skills, with a focus on driving team performance and growth.
- Experience working in a fast-paced, dynamic environment with a high volume of customer interactions.
Career Growth Opportunities and Learning Benefits
As a Team Lead at blithequark, you'll have the opportunity to develop your skills and advance your career in a number of ways. Here's what you can expect in your first 30, 90, and 180 days on the job:
First 30 Days:
- Complete new hire orientation, gaining the resources you need to be successful.
- Gain advanced knowledge of how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers.
- Become familiar with Work Force Management tools such as ADP, InContact reporting, and Freshdesk reporting.
- Begin having 1-1 meetings with direct reports focusing on coaching and rapport.
First 90 Days:
- Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
- Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives.
- Gain ability to recognize order issues and trends while monitoring agent's day-to-day activity.
- Display ability to recognize and address agent errors and provide constructive feedback on how to meet their KPI's more effectively.
First 180 Days:
- Apply methods to execute individual tasks that positively impact the team.
- Play an active role in continued learnings to advance skill sets necessary for team goals.
- Complete Tri-Annual reviews for direct reports in support of your Sr. Manager.
- Independently resolve escalated customer issues to provide a positive ticket buying experience.
Work Environment and Company Culture
At blithequark, we're committed to creating a work environment that's collaborative, inclusive, and supportive. Our hybrid working model allows you to work from home or in the office, depending on your needs and preferences. We offer a range of benefits and perks, including competitive compensation, bonus incentives, and equity for all employees, FLEX PTO, mental health days, medical, dental, and vision insurance, 401K matching, and monthly credits and discounts for attending live events.
Compensation, Perks, and Benefits
We offer a comprehensive compensation package that includes:
- Competitive salary and bonus incentives.
- Equity participation for all employees.
- FLEX PTO and mental health days.
- Medical, dental, and vision insurance.
- 401K matching.
- Monthly credits and discounts for attending live events.
- Hybrid working model with flexibility to work from home or in the office.
Conclusion
If you're a motivated and experienced customer service professional looking for a challenging and rewarding leadership role, we encourage you to apply for this exciting opportunity at blithequark. As a Team Lead, Nights & Weekends, you'll play a critical role in driving our mission forward and delivering exceptional customer experiences. With a comprehensive compensation package, opportunities for career growth and development, and a collaborative and inclusive work environment, we think you'll find this to be a truly compelling opportunity. So why wait? Apply today and join our dynamic team!
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