Experienced Customer Support Team Lead – Leadership Role in Driving Success and Excellence in Customer Experience

Welcome to blithequark blithequark is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, blithequark is one of the fastest-growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. blithequark provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, blithequark turns prospects into customers. About the Role As a Customer Support Team Lead at blithequark, you will play a critical role in driving the success of our customer support team by coaching and developing representatives, ensuring operational excellence, and fostering a culture of feedback and recognition. You will be responsible for monitoring team performance, implementing coaching plans, and maintaining a deep understanding of our processes and products. This role requires a proactive leader who thrives in a data-driven environment, excels in cross-functional collaboration, and is committed to driving both employee and customer success. Key Responsibilities Contribute to in-office leadership presence, supporting employees in a hybrid/in-office environment while maintaining a strong connection with remote teams. Provide consistent coaching and developmental feedback through weekly 1:1 meetings, ensuring discussions focus on behavioral improvements and performance trends. Utilize key performance indicators (KPIs) to identify areas for growth and focus discussions on the behaviors driving results. Document insights from performance inspections and develop action plans to address areas of opportunity. Plan and lead weekly team meetings in alignment with our company values, focusing on team skill development, team-building, and important business updates. Foster a culture of continuous learning through training sessions, mentoring, and career progression planning. Maintain open lines of communication across teams, providing clear and timely updates on processes, changes, and performance expectations. Embody customer obsession by serving as the primary escalation point for unresolved customer issues, ensuring timely and satisfactory resolution. Actively contribute to cross-functional projects aimed at enhancing customer experience and driving retention. Lead by example in ethical decision-making, fostering inclusivity, fairness, and integrity in all interactions. Essential Qualifications 2+ years in a leadership role within customer support or a related field. Prior experience with SaaS, CRM, and telephony tools is a bonus. English (Advanced Level Required). Preferred Qualifications Experience in a fast-paced, dynamic environment with a proven track record of success in customer support leadership. Strong understanding of customer support metrics, including CSAT, AHT, FCR, and SLA. Proficiency in CRM and ticketing systems, such as Salesforce, Zendesk, or Freshdesk. Experience with data analytics and reporting tools, including dashboards and performance tracking platforms. Skills and Competencies Coaching & Development: Ability to mentor, guide, and upskill employees through structured coaching plans. Team Engagement & Motivation: Builds a positive work environment that drives team performance and morale. Conflict Resolution: Effectively manages disputes, escalations, and difficult conversations with professionalism. Recognition & Employee Support: Ensures employees feel valued and supported through structured recognition programs. KPI Analysis & Reporting: Proficient in tracking, analyzing, and leveraging performance data. Accountability & Goal Setting: Holds employees accountable through coaching, action plans, and performance reviews. Operational Inspection & Risk Management: Maintains oversight of business health through proactive inspection processes. Customer Advocacy: Understands customer needs and ensures support processes align with customer expectations. Escalation & Issue Resolution: Quickly identifies customer concerns, escalating when necessary to ensure high-quality resolutions. Quality Assurance (QA) & Continuous Improvement: Uses QA insights to refine support processes and improve service delivery. Cross-Functional Collaboration: Works effectively with leadership, HR, product, and other departments. Stakeholder Management: Ensures clear communication with both local and global teams to align strategies. Change Management: Clearly communicates new policies, tools, and strategies while securing buy-in from employees. Workflow & Process Optimization: Identifies inefficiencies in support operations and recommends process improvements. Knowledge Management: Ensures accurate and updated documentation of processes, FAQs, and customer resources. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Support Team Lead, you will have access to training and development programs, mentorship, and career progression planning. You will be part of a dynamic and fast-paced environment that encourages innovation, creativity, and experimentation. Our goal is to provide you with the resources, support, and autonomy to own your role and make a real impact. Work Environment and Company Culture blithequark is a company that values collaboration, inclusivity, and diversity. We believe in creating a work environment that is supportive, flexible, and fun. Our team is passionate about delivering exceptional customer experiences, and we are committed to making a positive impact on our customers and the community. We encourage bold ideas, courageous action, and a growth mindset, and we provide the freedom to experiment, take smart risks, and drive big wins. Compensation, Perks, and Benefits blithequark offers a competitive compensation package, including a salary, benefits, and perks. Our benefits include health insurance, retirement plans, and paid time off. We also offer a range of perks, including flexible working hours, remote work options, and access to the latest technology and tools. Our goal is to provide a comprehensive rewards package that recognizes and rewards your contributions to the company. Conclusion If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for the Customer Support Team Lead role at blithequark. This is an exciting opportunity to join a fast-paced and dynamic company that is committed to delivering exceptional customer experiences. As a Customer Support Team Lead, you will play a critical role in driving the success of our customer support team and contributing to the growth and development of the company. Apply now and take the first step towards an exciting and rewarding career at blithequark.