Experienced Customer Support Leader – High-Growth Startup Opportunity

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where adaptability and innovation are key? Look no further than blithequark, a dynamic and rapidly expanding company that's revolutionizing the way people connect with each other. As a Customer Support Leader at blithequark, you'll play a pivotal role in shaping the customer experience and driving business growth. Our team is dedicated to providing top-notch support to our customers, and we're seeking a seasoned leader who shares our commitment to excellence.

About blithequark

blithequark is a high-growth startup that's changing the game in the customer support industry. We're a team of passionate individuals who are driven by a shared vision of delivering exceptional experiences that exceed our customers' expectations. With a focus on innovation, adaptability, and customer-centricity, we're creating a new standard for customer support that's both efficient and effective.

Your Role

As a Customer Support Leader at blithequark, you'll be responsible for leading a team of customer support agents who are dedicated to providing exceptional experiences to our customers. Your primary focus will be on managing the ticket desk queues, scheduling ticket assignments, and monitoring agent KPIs to ensure that our customers receive the highest level of support possible. Some of your key responsibilities will include:

• Managing ticket desk queues and scheduling ticket assignments
• Managing call queues, wait times, and call back response times
• Monitoring and analyzing agent KPIs, including ASA, AHT, and ACW
• Serving as a subject matter expert and providing guidance to agents
• Analyzing call, ticket, and chat data to prepare reports and identify areas for improvement
• Employee scheduling and performance management
• Maintaining and adjusting agent training to exceed customer expectations
• Handling customer escalations and enforcing SOPs
• Ongoing agent coaching and performance feedback
• Managing upselling quotas and collaborating to meet SLAs
• Maintaining employee engagement and working closely with the director to ensure high-quality service

What We're Looking For

We're seeking a seasoned customer support leader who has a proven track record of delivering exceptional results in a fast-paced environment. You'll be a natural leader who is passionate about customer service and has a strong ability to motivate and inspire your team. Some of the essential qualifications we're looking for include:

• 5+ years of experience in customer support, ideally in technical support
• 2+ years of experience managing a customer-facing team
• Excellent customer service contact skills through oral and written communication
• Effective multi-tasking and ability to follow up
• Ability to prioritize, execute, and meet deadlines
• Personable and motivational personality
• Zendesk experience preferred
• Chargebee experience preferred

What We Offer

As a Customer Support Leader at blithequark, you'll have the opportunity to work with a dynamic team of professionals who are passionate about delivering exceptional experiences. We offer a competitive compensation package, including:

• $1,700-$2,500 per month, depending on experience
• Opportunities for advancement and career growth
• A dynamic and supportive work environment
• Flexible scheduling and remote work options
• Ongoing training and development opportunities
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off

Our Culture

At blithequark, we're committed to creating a culture that's inclusive, supportive, and empowering. We believe in fostering a work environment that's collaborative, innovative, and fun. Our team is passionate about delivering exceptional experiences, and we're looking for like-minded individuals who share our vision.

How to Apply

If you're a customer service enthusiast with a passion for delivering exceptional experiences, we'd love to hear from you. To apply, please submit your resume and a 30-second screencast describing what you do. You can capture your voice, video, and screen using free software from Loom, and then send the Loom link with your application. Additionally, please read through the paragraphs at the website [https://www.joshua.energy/enneagram](https://www.joshua.energy/enneagram) and include your results (your type, e.g., type 1, type 2, etc.) in your application. Finally, please write about a time when you made a subtle change within your team that had a large impact on the agent's KPIs. We can't wait to hear from you!

Shifts

We offer shifts from 40 hours a week, and we are currently open from 10 am Eastern Time to 7:00 pm Eastern Time, Monday through Sunday. NOTE: This will be expanding from 9 am Eastern Time to 9 pm Eastern Time in the future. Apply Job! Apply for this job