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? If so, we invite you to join our dynamic team at blithequark as a Customer Support Team Lead (Night-Shift). As a key member of our global support team, you will play a vital role in shaping the customer experience and driving business growth. About blithequarkAt blithequark, we're a forward-thinking organization that's revolutionizing the way we approach customer support.Our team is dedicated to providing world-class support that exceeds customer expectations, and we're looking for talented individuals like you to join our mission. With a strong focus on innovation, collaboration, and continuous learning, we're creating a work environment that's both challenging and rewarding. The RoleAs a Customer Support Team Lead (Night-Shift), you will be responsible for leading a team of Customer Support members, providing coaching and guidance to ensure exceptional conversation quality, accuracy, tone, and communication skills.You will cultivate a positive and collaborative team culture, recognizing individual and collective achievements, celebrating successes, and supporting team members. Your expertise will be invaluable in shaping our training programs, ensuring smooth onboarding experiences for new hires, and building strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies. 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. What We Offer* Competitive base salary ranging from $69,600 to $104,300 CAD per year, determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. * Opportunity to work with a dynamic and innovative team that's shaping the future of customer support.* Remote work arrangement, allowing you to work from the comfort of your own home. * Comprehensive benefits package, including health, dental, and vision coverage. * Access to ongoing training and development opportunities to help you grow in your career. * Collaborative and inclusive work environment that values diversity and promotes work-life balance. If you're a motivated and results-driven leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you! !