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 excellence 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 with a strong presence in the industry. Our headquarters in Seattle serves as the hub for our operations, and we are excited to welcome new team members to join our journey. Job Overview The Customer Support Lead role at blithequark is a unique opportunity for a seasoned customer service professional to lead a team of dedicated customer support representatives. As a Customer Support Lead, you will be responsible for ensuring 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 problem-solver with excellent communication skills and a passion for 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, leveraging your expertise and experience to enhance the team's capabilities. Monitor daily team operations, including customer interactions and ticket management, to ensure seamless and efficient service delivery. Address and resolve complex or escalated customer issues and complaints in a professional and courteous manner, utilizing your conflict resolution and escalation handling skills to de-escalate situations and provide timely resolutions. Collaborate with Specialists and Managers to reduce the time to close tickets and live chats, streamlining processes and improving response times to enhance customer satisfaction. Identify and propose solutions to issues with the Mobile App, Skye policies, and workflow procedures to reduce the number of incoming inquiries, leveraging your analytical skills to drive process improvements. Continuously review and analyze current support processes to identify areas for improvement, implementing changes and enhancements to optimize service delivery and customer experience. Generate regular reports on team performance, customer satisfaction, and issue resolution metrics, providing actionable insights to inform strategic decisions and drive business growth. Qualifications To be successful in this role, you will need to possess the following essential qualifications: At least 1 year of leadership and coaching experience, with a strong preference for candidates who have led teams in a customer-facing environment. 2 years of customer service experience, with a strong preference for candidates who have worked in a call center environment. Excellent communication skills, both verbal and written, with the ability to articulate complex ideas and concepts in a clear and concise manner. Proven experience with conflict resolution and escalation handling, with a strong ability to de-escalate situations and provide timely resolutions. Proficiency with Microsoft Office, including Word, Excel, and Outlook, with the ability to learn and adapt to new software applications and systems. Preferred Qualifications In addition to the essential qualifications, the following preferred qualifications will be considered an asset: Experience working in a fast-paced, dynamic environment, with a strong ability to prioritize tasks and manage multiple projects simultaneously. Knowledge of customer service software and technologies, including ticket management systems and live chat platforms. Experience with data analysis and reporting, with the ability to generate insights and recommendations to inform strategic decisions. Certifications or training in customer service, leadership, or a related field, with a commitment to ongoing learning and professional development. Skills and Competencies To be successful in this role, you will need to possess the following skills and competencies: Leadership skills: The ability to lead and motivate a team, with a strong focus on promoting a culture of excellence and continuous improvement. Communication skills: Excellent verbal and written communication skills, with the ability to articulate complex ideas and concepts in a clear and concise manner. Problem-solving skills: The ability to analyze complex problems and develop effective solutions, with a strong focus on driving process improvements and optimizing service delivery. Time management skills: The ability to prioritize tasks and manage multiple projects simultaneously, with a strong focus on meeting deadlines and delivering results. Adaptability: The ability to adapt to changing circumstances and priorities, with a strong focus on flexibility and resilience. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Support Lead, you will have access to a range of career growth opportunities and learning benefits, including: Professional development training and certifications, with a focus on leadership, customer service, and industry-specific skills. Mentorship and coaching from experienced leaders, with a focus on developing your skills and expertise. Opportunities for advancement and career progression, with a focus on promoting from within and developing our future leaders. Access to industry conferences and events, with a focus on staying up-to-date with the latest trends and developments in the industry. Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and supportive work environment. As a Customer Support Lead, you will be part of a talented and dedicated team, with a focus on collaboration, innovation, and excellence. Our company culture is built on the following values: Customer-centricity: A focus on delivering exceptional customer experiences and building strong relationships with our clients. Innovation: A commitment to staying ahead of the curve and leveraging the latest technologies and trends to drive business growth. Collaboration: A focus on teamwork and collaboration, with a strong emphasis on communication, feedback, and mutual respect. Excellence: A commitment to delivering high-quality results and continuously improving our processes and services. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package and a range of perks and benefits, including: A salary range of $43,000 to $54,000, depending on experience and qualifications. Health, Dental, and Vision insurance, with a focus on supporting the health and well-being of our employees. 401(k) with company matching, with a focus on supporting the financial security and retirement goals of our employees. Paid time off, with a focus on supporting work-life balance and employee well-being. 11 paid company holidays each year, with a focus on recognizing and celebrating our employees' hard work and dedication. Disability insurance, with a focus on supporting the health and well-being of our employees. Employee assistance program, with a focus on providing support and resources to our employees. Referral program, with a focus on recognizing and rewarding our employees for their referrals and contributions to our growth and success. Conclusion If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for the Customer Support Lead role at blithequark. With a strong focus on customer-centricity, innovation, and excellence, we are a dynamic and growing organization that offers a range of career growth opportunities and learning benefits. Join our team today and take the first step towards an exciting and rewarding career with a national leader in legal document filing services.