About blithequark
blithequark is a pioneering company in the i-gaming space, dedicated to delivering outstanding customer support to users across multiple platforms. Our fast-paced and dynamic environment demands a skilled and seasoned Customer Support Supervisor to lead our team and uphold the highest service standards. We prioritize Customer Satisfaction and user experience, striving to exceed expectations and set new benchmarks in the industry.
Job Summary
We are seeking an exceptional Customer Support Supervisor to oversee a team of customer support agents handling inquiries for our prominent i-gaming sites. As a key leader, you will be responsible for managing technical escalations, providing coaching and development, and ensuring excellent service delivery. Your expertise will play a vital role in maintaining our reputation for top-notch support in the i-gaming community. This role reports to the Head of Customer Support within blithequark.
Key Responsibilities
- Team Leadership: Supervise and lead a team of customer support agents handling inquiries for two i-gaming sites, ensuring seamless service delivery and high-performance standards.
- Technical Escalations: Manage technical escalations, ensuring timely and effective resolution of issues, and provide solutions to complex problems.
- Coaching and Development: Provide coaching, development, and performance feedback to team members, fostering growth and improvement.
- Performance Metrics: Monitor and analyze team performance metrics, implementing improvements as needed to optimize service quality.
- Reporting: Provide weekly, monthly, quarterly, and annual updates regarding the performance of team members and the team, highlighting achievements and areas for improvement.
- Ticketing and Live Chat Systems: Monitor and supervise ticketing and live chat systems (e.g., Zendesk, Intercom, Freshdesk, Crisp) to manage customer interactions efficiently.
- i-Gaming Community: Stay informed about the i-gaming community, including slang and internet culture, to better understand and address customer needs.
- Cryptocurrency Knowledge: Possess knowledge of cryptocurrency or demonstrate a willingness to learn, enabling effective support for customers.
- Adaptability: Adapt to sudden changes in direction and handle unexpected challenges with agility, ensuring minimal disruption to service delivery.
- Availability: Be available during standard business hours in your region, with occasional weekend or night shifts as required.
- Customer Satisfaction: Maintain a strong focus on Customer Satisfaction and user experience, continuously seeking ways to improve service quality.
Essential Qualifications
Experience
- Proven Leadership Experience: Proven experience as a direct leader, supervisor, or team lead in a support or service team, preferably in the i-gaming industry.
- Team Management: Experience managing technical escalations and coaching a team of at least 4 direct reports.
- Ticketing and Live Chat Systems: Proficiency with ticketing and live chat systems such as Zendesk, Intercom, Freshdesk, or Crisp.
Skills and Competencies
- Leadership: Strong leadership, communication, and problem-solving skills, with the ability to motivate and inspire team members.
- i-Gaming Knowledge: Familiarity with the i-gaming space and its community, including slang and internet culture.
- Cryptocurrency Knowledge: Knowledge of cryptocurrency or a willingness to learn.
- Adaptability: Ability to work in a fast-paced, dynamic environment and handle sudden changes in direction.
Preferred Qualifications
- Intercom Experience: 1 year of experience with Intercom (or similar ticketing and live chat systems).
Career Growth Opportunities and Learning Benefits
At blithequark, we prioritize employee growth and development. As a Customer Support Supervisor, you will have opportunities to:
- Lead a Talented Team: Lead a high-performing team and significantly impact our customer support operations.
- Learn and Grow: Opportunity to learn and grow in a dynamic and fast-paced environment, with access to training and development programs.
- Contribute to a Customer-Centric Culture: Contribute to a culture that prioritizes Customer Satisfaction and user experience, driving continuous improvement and innovation.
Work Environment and Company Culture
blithequark offers a:
- Fully Remote Work Environment: Work from anywhere, with a flexible schedule and autonomy to manage your work.
- Dynamic and Fast-Paced Environment: Collaborate with a talented team in a dynamic and fast-paced environment, driving innovation and growth.
- Customer-Centric Culture: Contribute to a culture that prioritizes Customer Satisfaction and user experience, driving continuous improvement and innovation.
Compensation, Perks, and Benefits
We offer a comprehensive compensation package, including:
- Salary: $65,000 - $85,000 per year, depending on experience and qualifications.
- Paid Holidays and Time Off: Enjoy paid holidays and time off to recharge and relax.
- Full Medical / Dental / Vision Insurance: Comprehensive insurance coverage for you and your family.
- Voluntary Life Insurance: Optional life insurance coverage for added peace of mind.
Why Join blithequark?
If you are a motivated and experienced Customer Support Supervisor looking for a new challenge, we invite you to join our team at blithequark. With our commitment to Customer Satisfaction, user experience, and employee growth, we offer a unique opportunity to:
- Make a Real Impact: Contribute to a pioneering company in the i-gaming space, driving innovation and growth.
- Lead a Talented Team: Lead a high-performing team and significantly impact our customer support operations.
- Grow and Develop: Opportunity to learn and grow in a dynamic and fast-paced environment, with access to training and development programs.
Don't miss this opportunity to join our team and be part of a company that prioritizes Customer Satisfaction, user experience, and employee growth. Apply now to take the first step towards a rewarding career at blithequark!
Apply Now