Customer Support Lead (Night Shift) – Join the Fastest-Growing Sports Gaming Company in the Industry
Are you a seasoned customer support professional with a passion for leading high-performing teams? Do you thrive in a dynamic, fast-paced environment where innovation and growth are the norm? Look no further than blithequark, the pioneering sports gaming company that's revolutionizing the way fans engage with their favorite sports.
As a Customer Support Lead at blithequark, you'll play a critical role in shaping the customer experience for our rapidly expanding user base. With a focus on night shift operations, you'll oversee a team of 10+ customer support agents, ensuring seamless interactions, efficient issue resolution, and exceptional customer satisfaction. If you're ready to join a forward-thinking organization that's pushing the boundaries of sports gaming, apply now to become a part of our dynamic team.
About blithequark
blithequark is the fastest-growing sports gaming company in the industry, with a valuation of nearly $500 million and a growing presence in the US consumer market. Founded in 2020, our team has built four of today's most widely played fantasy games and recently launched our Underdog Sportsbook, the only sportsbook to ever launch on our own homegrown technology. We're committed to creating innovative products and experiences that cater to the diverse needs of sports fans, and we're just getting started.
The Opportunity
As a Customer Support Lead at blithequark, you'll have the chance to:
* 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
To succeed in this role, you'll need:
* 3+ years in customer support, with at least 1 year in a leadership role
* Availability to work between the hours of 4pm to 12am EST or 6pm to 2am EST, including weekends and holidays
* 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
While not required, the following skills and experience will give you a competitive edge:
* 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
As a valued member of our team, you can expect:
* 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
Join Our Team
If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we want to hear from you. Apply now to become a part of blithequark's dynamic team and be a part of shaping the future of sports gaming.