Experienced Customer Support Lead – Team Leadership and Customer Experience Expertise for a National Leader in Legal Document Filing Services

Welcome to blithequark

blithequark is proud to be the national leader in filing service of legal documents, with a rich history spanning over 30 years. Our commitment to innovation and customer satisfaction has enabled us to stay ahead of the competition, and we continue to advance our technology and business processes to meet the evolving needs of our clients. With a team of 400 talented individuals and offices in Los Angeles, Dallas, Miami, Brooklyn, Chicago, Washington DC, and more, we are a dynamic and growing organization that offers a unique and exciting work environment. Our headquarters in Seattle serves as the hub of our operations, and we are now seeking a skilled and experienced Customer Support Lead to join our team.

Job Overview

The Customer Support Lead role at blithequark is a critical position that requires a unique blend of leadership, communication, and problem-solving skills. As a Customer Support Lead, you will be responsible for leading a team of customer support representatives to ensure high-quality service delivery, monitoring team performance, providing guidance and coaching, handling escalated customer issues, and collaborating with other departments to improve customer satisfaction. If you are a passionate and experienced customer support professional with a proven track record of delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Lead the customer support team by setting goals, assigning tasks, and ensuring team members meet performance standards, with a focus on promoting a culture of excellence and continuous improvement.
• Provide ongoing training, mentoring, and support to develop team members’ skills and improve service quality, with a emphasis on empowering team members to take ownership of their work and make informed decisions.
• Monitor daily team operations, including customer interactions and ticket management, to identify areas for improvement and optimize processes.
• Address and resolve complex or escalated customer issues and complaints in a professional and timely manner, with a focus on providing personalized solutions and ensuring customer satisfaction.
• Collaborate with Specialists and Manager to reduce the time to close tickets and live chats, and identify opportunities to streamline processes and improve efficiency.
• Identify and propose solutions to issues with the Mobile App, Skye policies, and workflow procedures to reduce the number of incoming inquiries and improve the overall customer experience.
• Continuously review and analyze current support processes to identify areas for improvement, and develop and implement strategies to enhance service quality and customer satisfaction.
• Generate regular reports on team performance, customer satisfaction, and issue resolution metrics, and use data to inform decision-making and drive process improvements.

Qualifications

To be successful in this role, you will need to possess the following qualifications:

• At least 1 year of leadership and coaching experience, with a strong preference for experience in a customer-facing environment.
• At least 2 years of customer service experience, with a strong preference for experience in a call center environment.
• Excellent communication and interpersonal skills, with the ability to communicate effectively in both verbal and written form.
• Experience with conflict resolution and escalation handling, with a focus on providing personalized solutions and ensuring customer satisfaction.
• Experience and proficiency with Microsoft Office, with the ability to learn and adapt to new software and systems.

What We Offer

At blithequark, we are committed to providing our employees with a comprehensive range of benefits and perks, including:

• Health, Dental, Vision insurance, with a range of options to suit your needs and preferences.
• 401(k) with company matching, to help you plan for your future and achieve your long-term financial goals.
• Paid time off, to ensure you have the opportunity to rest and recharge.
• 11 paid company holidays each year, to give you the chance to celebrate and observe important occasions.
• Disability insurance, to provide you with financial protection and peace of mind.
• Employee assistance program, to support you in times of need and provide access to confidential counseling and advice.
• Referral program, to reward you for referring talented and skilled candidates to our team.

Compensation and Schedule

The salary range for this role is $43,000 to $54,000, depending on experience and qualifications. This is a full-time, remote position, with a schedule of Monday to Friday. We offer a flexible and dynamic work environment that is designed to support your needs and preferences, and we are committed to providing you with the tools and resources you need to succeed in your role.

Career Growth and Development

At blithequark, we are committed to providing our employees with opportunities for career growth and development. We offer a range of training and development programs, including leadership development, customer service training, and technical skills training. We also provide opportunities for advancement and promotion, and we encourage our employees to take ownership of their careers and pursue their goals and aspirations.

Company Culture

Our company culture is built on a foundation of values that include excellence, integrity, and customer satisfaction. We are a dynamic and innovative organization that is committed to making a positive impact on our customers and our community. We believe in empowering our employees to take ownership of their work and make informed decisions, and we foster a culture of collaboration, teamwork, and mutual respect. If you are a talented and motivated individual who is passionate about delivering outstanding customer experiences, we encourage you to join our team and become a part of our vibrant and dynamic community.

How to Apply

If you are a skilled and experienced customer support professional who is looking for a new challenge and opportunity, we encourage you to apply for this exciting role. Please submit your application, including your resume and a cover letter, and we will be in touch with you soon to discuss your qualifications and experience. We look forward to hearing from you and exploring how you can contribute to our team and help us achieve our goals.

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