**Customer Support Team Lead (Night-Shift) - Join blithequark's Global Customer Support Team**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for building high-performing teams? If so, we invite you to join blithequark's global Customer Support team as a Customer Support Team Lead (Night-Shift). In this role, you'll lead a team of Customer Support members, fostering a positive and collaborative culture, and driving customer satisfaction and loyalty. **About blithequark** blithequark is a leading global company that's revolutionizing the way businesses interact with their customers. Our team is dedicated to providing top-notch customer support, and we're looking for talented leaders like you to help us achieve our goals. With a strong focus on innovation, collaboration, and employee growth, blithequark offers a dynamic and supportive work environment that's perfect for professionals who are passionate about delivering exceptional customer experiences. **Job Summary** As a Customer Support Team Lead (Night-Shift), you'll be responsible for leading a team of Customer Support members, providing coaching and guidance on conversation quality, accuracy, tone, and communication skills. You'll also contribute to training programs, build strong relationships with cross-functional stakeholders, and drive process improvements to enhance customer satisfaction and loyalty. If you're a seasoned leader with a passion for customer support and a knack for building high-performing teams, we encourage you to apply for this exciting opportunity. **Key Responsibilities** * Support and coach a team of Customer Support members with a focus on conversation quality, accuracy, tone, and communication skills. * Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes and supporting team members. * Contribute to training programs and ensure smooth onboarding experiences for new hires. * Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies. * Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction. * Review and enhance our live chat offering, suggesting improvements to the customer experience. * Conduct weekly 1:1s with direct reports, providing feedback, sharing updates, and ensuring overall team member success and well-being. * Ensure adherence to processes and quality across all regions, working with leadership and other Team Leads. * Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed. **What You'll Bring** * 3 to 5+ years' experience leading Customer Support teams, ideally in a fast-growing environment. * Experience managing text-based live chat support. * Expertise in coaching team members on communication, messaging, and efficiency. * Exceptional written and verbal communication skills. * High technical proficiency and ability to implement and scale processes. * Strong emotional intelligence with a people-first mindset and ability to inspire and lead. * Excellent problem-solving skills, with a data-driven approach. * Experience collaborating across departments to meet customer and team needs. * Understanding of digital marketing agencies and SEO/marketing channels is desirable. * Experience with Customer Success-focused initiatives and copywriting or other writing/editorial experience is also desirable. * Bachelor's degree (or higher) in a relevant field is preferred, or relevant work experience. **Compensation and Benefits** Our base salary for this role ranges from $69,600 to $104,300 CAD, determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process. As a member of our global team, you'll also enjoy a range of benefits, including: * Comprehensive health and dental insurance * Retirement savings plan with company match * Flexible work arrangements, including remote work options * Professional development opportunities, including training and education programs * Access to cutting-edge technology and tools * Collaborative and dynamic work environment **How to Apply** If you're a seasoned leader with a passion for customer support and a knack for building high-performing teams, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! **Contact Information** For more information about this role or to apply, please visit our website or contact our Talent Acquisition team at [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.