**Experienced Customer Support Lead – Night Shift Operations at blithequark**
Are you a seasoned customer support professional with a passion for leading high-performing teams? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark, a rapidly growing sports gaming company that's revolutionizing the way fans engage with their favorite teams and sports.
**About blithequark**
At blithequark, we're on a mission to make sports more inclusive and accessible to everyone. Our innovative products and experiences have captured the hearts of millions of fans, and we're just getting started. With a valuation of nearly $500 million and a team of talented individuals from all over the world, we're poised to become the biggest company in our space. Join us on this exciting journey and help shape the future of sports entertainment.
**The Opportunity**
As a Customer Support Lead at blithequark, you'll play a critical role in ensuring our customers receive exceptional support during our peak hours. You'll lead a team of 10+ customer support agents, providing guidance, mentorship, and support to help them achieve high performance. Your expertise will be essential in driving team efficiency, optimizing workflows, and delivering top-tier support to our customers.
**Key Responsibilities**
* Supervise and mentor a team of 10+ customer support agents to achieve high performance
* Conduct regular one-on-ones, provide feedback, and support professional development
* Oversee day-to-day operations of the support team, ensuring SLAs and KPIs are met
* Coordinate daily tasks, workflows, and shifts to ensure smooth operations during peak times
* Work closely with the Support Managers to optimize workflows, tools, and platforms to improve team efficiency
* Conduct onboarding and ongoing training sessions to ensure agents are equipped with the tools and knowledge needed to provide top-tier support
* Prepare and deliver regular reports on team performance, customer satisfaction metrics, and key insights
* Serve as the point of contact for escalated or high-priority tickets, ensuring swift and effective resolution
**Who We're Looking For**
* Available to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays
* 3+ years in customer support, with at least 1 year in a leadership role
* Analytical mindset with the ability to interpret performance metrics and derive actionable insights
* Strong leadership, team management, and coaching abilities
* Excellent written and verbal communication skills
**Nice to Have**
* Strong understanding of fantasy sports platforms, common user issues, and seasonal trends
* Proficiency with customer support tools such as Intercom, Zendesk or similar
**What We Offer**
* Unlimited PTO (we're extremely flexible with the exception of the first few weeks before & into the NFL season)
* 16 weeks of fully paid parental leave
* A $500 home office allowance
* A connected virtual first culture with a highly engaged distributed workforce
* 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents
**Compensation**
Our target starting base salary range for this position is between $64,000 and $75,000, plus target equity. The starting base salary will depend on a number of factors including the candidate's skills and experience, among other things.
**About Our Culture**
At blithequark, we value diversity, equity, and inclusion. We're committed to creating a workplace where everyone feels welcome, respected, and empowered to succeed. We're an equal opportunity employer and don't discriminate on the basis of creed, race, sexual orientation, gender, age, disability status, or any other defining characteristic.
**How to Apply**
If you're a motivated and experienced customer support professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!