Customer Support Team Lead (Night-Shift) - Remote Canada Opportunity at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? Look no further! blithequark is seeking an experienced Customer Support Team Lead to join our dynamic global team, working alongside the Senior Manager, Customer Support. As a key member of our Customer Support department, you will play a vital role in shaping the future of our customer support operations and driving business growth.

About blithequark

blithequark is a leading innovator in the industry, renowned for its commitment to delivering exceptional customer experiences. Our team is passionate about empowering customers to achieve their goals, and we're dedicated to creating a work environment that fosters collaboration, innovation, and growth. With a strong focus on employee development and well-being, we offer a unique opportunity for professionals to grow their careers and make a meaningful impact.

Job Summary

As a Customer Support Team Lead, you will be responsible for leading a team of Customer Support members, providing coaching and guidance to ensure exceptional customer experiences. You will cultivate a positive and collaborative team culture, recognizing individual and collective achievements, and contributing to the achievement of quarterly goals and team-wide OKRs. This role requires a strong leader with excellent communication and technical skills, who can inspire and motivate team members to deliver outstanding results.

Key Responsibilities

* Support and coach a team of Customer Support members with a focus on conversation quality, accuracy, tone, and communication skills.

• Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes and supporting team members.
• Contribute to training programs and ensure smooth onboarding experiences for new hires.
• Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies.
• Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction.
• Review and enhance our live chat offering, suggesting improvements to the customer experience.
• Conduct weekly 1:1s with direct reports, providing feedback, sharing updates, and ensuring overall team member success and well-being.
• Ensure adherence to processes and quality across all regions, working with leadership and other Team Leads.
• Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed.

What You'll Bring

* 3 to 5+ years' experience leading Customer Support teams, ideally in a fast-growing environment.

• Experience managing text-based live chat support.
• Expertise in coaching team members on communication, messaging, and efficiency.
• Exceptional written and verbal communication skills.
• High technical proficiency and ability to implement and scale processes.
• Strong emotional intelligence with a people-first mindset and ability to inspire and lead.
• Excellent problem-solving skills, with a data-driven approach.
• Experience collaborating across departments to meet customer and team needs.
• Understanding of digital marketing agencies and SEO/marketing channels is desirable.
• Experience with Customer Success-focused initiatives and copywriting or other writing/editorial experience is also desirable.
• Bachelor's degree (or higher) in a relevant field is preferred, or relevant work experience.

Compensation and Benefits

Our base salary for this role ranges from $69,600 to $104,300 CAD, determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process. As a remote employee, you will enjoy a flexible work environment, with access to cutting-edge technology and tools to support your success.

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a dynamic and innovative team
• Flexible work environment with remote work options
• Access to cutting-edge technology and tools
• Professional development and growth opportunities
• Collaborative and inclusive work culture
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply Now! Apply for this job