Experienced Customer Support Team Lead – Coaching, Developing, and Delivering Exceptional Customer Experiences in a Remote-First Environment at blithequark

Introduction to blithequark At blithequark, we're passionate about fostering growth, spreading delight, and serving our healthcare community. As a remote-first company, we're committed to simplifying the lives of healthcare practitioners and patients daily. Our product enables physiotherapists, mental health counsellors, chiropractors, and other allied health practitioners to run their practices in a digital-first way through features such as online booking, charting, scheduling, telehealth, secure payments, and billing, along with an evolving library of features. We're a founder-led company, which means we live our values while maintaining a clear vision for the future. We believe in collaboration, humility, and keeping a growth mindset. Our team is dedicated to delivering exceptional customer experiences, and we're looking for a Customer Support Team Lead to join our journey. About the Role We're seeking an experienced Customer Support Team Lead to coach, empower, and inspire a team of support specialists who play a critical role in delivering delightful, human-centred support to our customers. As a Customer Support Team Lead at blithequark, you will focus on coaching and developing your team, ensuring they feel motivated, engaged, and equipped to provide top-tier support. You'll foster a culture of open communication and collaboration, ensuring your team has the tools and support they need to thrive. You'll implement strategies that enhance the customer experience, drive quality, and ensure meaningful results that make a real impact. If you're a customer-obsessed leader with experience managing a high-functioning support team, we'd love to hear from you! Key Responsibilities Lead a team of support specialists with support, coaching, and growth opportunities. Identify knowledge gaps and trends, and create coaching plans to build confidence and skill. Use our coaching model to provide real-time feedback and structured development. Build an inclusive and trusting team culture where everyone feels valued and heard. Conduct weekly quality reviews to highlight strengths, surface patterns, and drive continuous improvement. Use support metrics to guide coaching and track team progress. Address performance challenges proactively with thoughtful action plans. Celebrate wins, big or small, to maintain high motivation and engagement. Keep your team informed on product updates, company direction, and support goals. Create space for open dialogue through regular 1:1s and team meetings. Advocate for your team and the needs of our customers across departments. Lead through change with empathy, clarity, and a calm, solutions-focused approach. Essential Qualifications 5 years of leadership experience in a high-touch customer service environment where employee engagement is key. A strong coach and mentor with experience motivating, developing, and retaining exceptional people. Ownership and initiative, with a focus on driving real outcomes for your team and our customers. A customer-obsessed mindset, with a passion for delivering a best-in-class experience and helping others do the same. Experience using data and insights to understand patterns, inform decisions, and guide improvements. Confident communication skills, with the ability to foster open, honest conversations across 1:1s, team meetings, and digital channels. Curiosity, collaboration, and a willingness to improve how we work to create better experiences for customers, your team, and peers. Strong problem-solving skills and sound judgment, with the ability to navigate ambiguity and make thoughtful, timely decisions. Adaptability and resilience, with the ability to stay steady through change and support others in uncertain or fast-paced environments. Experience leading remote or distributed teams, with an understanding of how to build connection and accountability across distance. Preferred Qualifications Experience working in a healthcare or technology environment, with a understanding of the challenges and opportunities in these industries. Familiarity with customer support software and tools, such as ticketing systems and knowledge bases. Knowledge of coaching models and methodologies, with experience applying these in a customer support environment. Certifications or training in customer support, leadership, or coaching, such as CCSP, CSM, or ICF. Skills and Competencies Strong leadership and coaching skills, with the ability to motivate and develop a team of support specialists. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, team members, and stakeholders. Ability to analyze data and metrics, with a focus on using insights to drive improvements and inform decisions. Strong problem-solving and critical thinking skills, with the ability to navigate complex issues and develop creative solutions. Adaptability and flexibility, with the ability to thrive in a fast-paced, dynamic environment. Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously. Career Growth and Learning Benefits At blithequark, we're committed to helping our team members grow and develop in their careers. As a Customer Support Team Lead, you'll have access to a range of learning and development opportunities, including training programs, mentorship, and coaching. You'll also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. We believe in promoting from within, and we're committed to helping our team members achieve their career goals. Whether you're looking to move into a leadership role or specialize in a particular area of customer support, we'll work with you to develop a career plan that meets your needs and goals. Work Environment and Company Culture At blithequark, we're proud of our remote-first culture, which allows our team members to work from anywhere in Canada. We believe in flexibility and autonomy, and we trust our team members to manage their time and work effectively. We also believe in work-life balance, and we encourage our team members to take time off when they need it. We're a collaborative and inclusive team, and we're committed to creating a positive and supportive work environment. We have a range of social channels and virtual events, which allow our team members to connect and build relationships with each other. We also have a range of employee benefits, including health and dental insurance, retirement savings matching, and access to mental health resources. Compensation, Perks, and Benefits We're committed to paying our team members fairly, clearly, and above all, paying for growth. This role has a minimum annual salary of $75,000 and a maximum annual salary of $105,000. We also offer a comprehensive benefits package, which includes health and dental insurance, retirement savings matching, and access to mental health resources. We believe in transparency and fairness, and we're committed to creating a compensation process that is clear and equitable. We welcome questions and feedback throughout the interview process, and we're committed to ensuring that our team members feel confident and supported in their roles. Conclusion If you're a customer-obsessed leader with experience managing a high-functioning support team, we'd love to hear from you! As a Customer Support Team Lead at blithequark, you'll have the opportunity to coach, develop, and deliver exceptional customer experiences in a remote-first environment. You'll be part of a talented team of professionals who are passionate about delivering exceptional customer experiences, and you'll have access to a range of learning and development opportunities. Don't miss out on this opportunity to join a dynamic and growing company that is committed to making a positive impact in the healthcare industry. to become a part of our team and help us simplify the lives of healthcare practitioners and patients daily!