Customer Support Team Leader – Transformative Healthcare Experience at blithequark
Are you a seasoned leader with a passion for empowering teams to deliver exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as a Customer Support Team Leader, where you'll play a pivotal role in shaping the future of healthcare talent management.
Why blithequark Exists
At blithequark, we're on a mission to revolutionize the way healthcare professionals and facilities connect. Our innovative app-based marketplace enables healthcare professionals to turn their extra time and ambition into career growth and financial opportunity. By providing on-demand shifts and talent access, we're helping to lift people up the socioeconomic ladder and improve lives. With our rapid growth and commitment to diversity and inclusion, we're creating a global, remote team that's shaping the future of healthcare talent management.
About blithequark
As a post-Series C, extremely fast-growing tech startup, blithequark is revolutionizing the market for healthcare talent. We've been featured on YC's Top Companies and have grown 20x+ since January 2021. Our classic two-sided network effects have created a dynamic environment where innovation and collaboration thrive. With a global, remote team, we're committed to creating a culture that's inclusive, diverse, and empowering.
The Role
As a Customer Support Team Leader at blithequark, you'll be responsible for leading a team of customer support agents, providing coaching and feedback to ensure exceptional customer experiences. Your primary goal will be to maintain quality assurance scores above 90% while fostering a culture of learning and development within your team. You'll be expected to:
- Closely monitor agent performance, primarily in terms of quality, productivity, and attendance metrics
- Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations
- Occasionally handle angry customer escalations
- Ensure schedule adherence by agents and desired productivity levels
- Maintain coaching logs and provide regular written feedback to agents
- Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
- Listen to team members' feedback and resolve any issues or conflicts
- Initiate consequence management steps in case of low performance by team members
- Delegate tasks to high-potential team members to build a culture of learning and development
- Suggest and lead team-building activities for team motivation
Profile Must Haves
To succeed in this role, you'll need:
- Coaching experience: You've been directly responsible for helping others improve their performance
- Customer service experience: You have been in a customer-facing position
- Strong leadership and communication skills
- Ability to navigate complex systems and tools
- Comfort with frequent coaching and feedback
- Experience with team building and development
Your First Days
In your first 30 days, you'll become a product expert and dive straight into support, learning how to walk the walk excellently yourself so that you can coach your future agents from a better position. In your first 60 days, you'll get your first team and immediately set about evaluating their performance and drafting SMART goals for each agent to get them hitting targets. You'll start leaving regular written feedback to agents and get a coaching rhythm going with them.
System Requirements
To ensure a seamless experience, you'll need:
- Minimum 15Mbps wired internet connection
- Minimum i5 processor or equivalent
- Minimum 12GB Ram
- Quiet working environment
- Steady power and internet connection
Work Environment
This is a fully remote position, and we operate 24/7 with a rotating roster. We expect individuals to overlap with EST/PST timezones and accommodate weekend shifts if needed in case of any emergency. However, you'll have the flexibility to take leave on other days of the week.
Why Join blithequark?
At blithequark, we're committed to creating a culture that's inclusive, diverse, and empowering.
We offer
- Competitive compensation and benefits
- Opportunities for career growth and development
- Flexible work arrangements
- Collaborative and dynamic work environment
- Access to cutting-edge technology and tools
- Recognition and rewards for outstanding performance
Ready to Join the blithequark Team?
If you're a seasoned leader with a passion for empowering teams to deliver exceptional customer experiences, we invite you to apply for the Customer Support Team Leader role at blithequark. Join us in shaping the future of healthcare talent management and creating a world where healthcare professionals can thrive. Apply now and take the first step towards an exciting new chapter in your career! Apply for this job