Customer Support Lead - Drive Exceptional Customer Experiences at blithequark

Are you a seasoned leader with a passion for delivering outstanding customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark, a dynamic and innovative organization that's revolutionizing the way we approach customer support. As a Customer Support Lead, you'll have the opportunity to lead a talented team of customer support representatives, drive process improvements, and make a real impact on our customers' lives. About blithequark At blithequark, we're proud to be a national leader in filing service of legal documents. With a team of 400 talented professionals across the United States, we've been successful in this unique business for over 30 years. Our commitment to innovation, technology, and customer satisfaction has enabled us to stay ahead of the competition and continue to grow and thrive. Our headquarters is located in Seattle, but we have offices in Los Angeles, Dallas, Miami, Brooklyn, Chicago, Washington DC, and more. We're a company that values collaboration, creativity, and a passion for excellence. Job Overview As a Customer Support Lead, you'll be responsible for leading a team of customer support representatives to ensure high-quality service delivery. This role involves monitoring team performance, providing guidance and coaching, handling escalated customer issues, and collaborating with other departments to improve customer satisfaction. The ideal candidate is a problem-solver with excellent communication skills and a passion for delivering outstanding customer experiences. Key Responsibilities * Lead the customer support team by setting goals, assigning tasks, and ensuring team members meet performance standards. * Provide ongoing training, mentoring, and support to develop team members' skills and improve service quality. * Monitor daily team operations, including customer interactions and ticket management. * Address and resolve complex or escalated customer issues and complaints. * Actively work with Specialists and Manager to reduce the time to close tickets and live chats. * Identify and propose solutions to issues with the Mobile App, Skye policies, and workflow procedures to reduce the number of incoming inquiries. * Continuously review and analyze current support processes to identify areas for improvement. * Generate regular reports on team performance, customer satisfaction, and issue resolution metrics. Qualifications * 1 year in a leadership and coaching experience (strongly preferred) * 2 years customer service experience (required), call center environment (strongly preferred) * Ability to communicate effectively in both verbal and written form * Experience with conflict resolution and escalation handling * Experience and proficiency with Microsoft Office What We Offer At blithequark, we believe that our employees are our greatest asset. That's why we offer a comprehensive benefits package that includes: * Health, Dental, Vision insurance * 401(k) with company matching * Paid time off * 11 paid company holidays each year * Disability insurance * Employee assistance program * Referral program Compensation We offer a competitive salary range of $43,000 to $54,000, depending on experience. Schedule This is a full-time, remote position with a standard Monday to Friday schedule. Why Join blithequark? At blithequark, we're passionate about delivering exceptional customer experiences and making a real impact on our customers' lives. If you share our values and are looking for a challenging and rewarding career opportunity, we invite you to. and take the first step towards a fulfilling and exciting career with blithequark! Ready to take the next step in your career? to become a Customer Support Lead at blithequark. We can't wait to hear from you!