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!

Why Join blithequark?

At blithequark, we're passionate about creating a workplace that's as innovative and dynamic as our products. We believe that everyone deserves a chance to grow, learn, and succeed, and we're committed to providing the resources and support needed to make that happen. Join us on this exciting journey and discover a career that's as rewarding as it is challenging.

Our Benefits

* Unlimited PTO: We believe that work-life balance is essential to success, which is why we offer unlimited paid time off. Take the time you need to recharge, pursue your passions, and come back to work refreshed and ready to tackle new challenges. * 16 weeks of fully paid parental leave: We're committed to supporting our employees through all stages of life, including parenthood. Take the time you need to care for your loved ones and return to work feeling confident and prepared. * A $500 home office allowance: We know that sometimes work and life can blend together, which is why we offer a home office allowance to help you create a comfortable and productive workspace. * A connected virtual first culture: We're a distributed workforce, which means we're always connected and always working together. Join our community of talented individuals and discover a culture that's as collaborative as it is innovative. * 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents: We're committed to supporting your financial and physical well-being, which is why we offer a comprehensive benefits package that includes a 401k match, FSA, and company-paid health, dental, and vision plans.

Our Team

At blithequark, we're a team of talented individuals from all over the world. We're passionate about creating innovative products and experiences that capture the hearts of millions of fans. Join us and discover a team that's as diverse as it is dedicated to excellence.

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! Apply Job! Apply for this job