Customer Service Team Lead - Remote

Join blithequark, a leading marketing software company, as a Customer Service Team Lead and become an integral part of our dynamic team. As a pivotal role in our company's success, you will be responsible for leading our Customer Service Representatives, handling complex escalations, and providing exceptional customer service. If you are a natural problem solver, passionate about delivering outstanding customer experiences, and thrive in a fast-paced, results-oriented environment, we encourage you to apply.About blithequarkblithequark is a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. Our mission is to help these businesses build better relationships with their clients through beautiful website designs, automated marketing tools, and award-winning educational content. With a decade of experience and over 300 employees spread across the globe, we pride ourselves on a healthy work-life balance, collaboration, and open communication. Our goal is to invest in motivated, successful individuals and watch them succeed both inside and outside of work.Our Commitment to Diversity, Equity, and InclusionAt blithequark, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products, as well as in the communities in which we live and work. Our Employee Benefitsblithequark strives to be a top-tier employer, offering a comprehensive benefits package to ensure our employees' well-being and success.Some of our benefits include:* Generous paid Holiday schedule with a paid Winter Holiday Shutdown week* Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave* Robust Insurance Plan including:+ Medical with $0 co-pay Telehealth plan+ Dental+ Vision+ Health Savings Account (HSA) with generous employer contributions+ Flexible Spending Accounts (FSA)+ Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage+ Company-paid Short & Long Term Disability coverage+ Company-paid Employee Assistance Program (EAP)+ Matching 401(k) with immediate full vesting* Employee Events Committee that plans fun in-person and virtual events* On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit* Internet & Gym Reimbursement* Work computer equipment is provided to help you succeedAbout the RoleAs a Customer Service Team Lead, you will be responsible for leading our Customer Service Representatives, handling complex escalations, and providing exceptional customer service.This role requires advanced problem-solving and critical thinking abilities, as well as exceptional attention to detail, patience, and multitasking capabilities. You will be accountable for the success of your team and the overall Service department, wearing many hats as a coach, cheerleader, confidant, and manager. Primary Responsibilities & Expectations* Handle and resolve complex escalations with professionalism and efficiency* Facilitate training sessions and knowledge updates for the team* Update and maintain the knowledge base to ensure information is current* Address complex customer service inquiries and provide solutions* Perform bolthires checks on tickets and provide coaching to Customer Service Representatives* Review backlogs and distribute tickets appropriately* Model and mentor team members to meet Key Performance Indicators (KPIs), acting as a motivator and exemplar* Demonstrate flexibility and a willingness to assist with any task* Record and maintain detailed notes about interactions with customers* Report bugs and issues on platforms to developers* Collaborate and coordinate with internal departments to ensure client satisfaction* Exhibit patience, empathy, and understanding in all communications* Perform all other duties as assignedSkills and Qualifications* Demonstrated ability to go above and beyond, looking out for everyone around them and driving team success* Strong teaching, mentoring, and motivational skills to guide the team through both easy and challenging situations* Goal-oriented and driven, with the ability to execute tasks efficiently* A strategic thinker who seeks long-term improvements in customer service processes* Willingness to challenge the status quo and implement positive change through new processes and programs* Capable of having tough conversations, turning difficult discussions into opportunities for improvement* Skilled in de-escalating tense situations with clients, exhibiting true patience and empathy* Excellent communication skills, both verbal and written* Proactive problem solver with outstanding critical thinking skills* Ability to learn quickly and adapt to changing environments* Willingness to seek answers and ask questions when needed* Ability to work proactively both individually and in a team environment* Genuine passion for delivering exceptional customer service with every interaction, actively seeking opportunities to provide positive, memorable experiences* Listens carefully and thoughtfully, working collaboratively to assist others in need* Exhibits a caring, positive, and cheerful attitude; is adaptable, positive, and supportive, even during stressful situations* A self-directed learner with a commitment to continuous improvement* Proficiency and fluency in speaking, understanding, reading, and writing English* Must be able to type 50+ words per minuteCompensationThis position offers a competitive salary range of $35,000 to $45,000, depending on experience and performance, through a combination of wages and monthly performance incentives.Why Join blithequark? At blithequark, we offer a dynamic and supportive work environment, opportunities for growth and development, and a comprehensive benefits package. If you are a motivated and passionate individual who is committed to delivering exceptional customer service, we encourage you to apply for this exciting opportunity. To apply for this role, please visit our website at. We look forward to welcoming you to our team! Equal Opportunity Employerblithequark is an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information.If you require accommodation to complete the application or interview process, please contact [email protected].