Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? Look no further than blithequark, the world's digital infrastructure company, where we're revolutionizing the way organizations connect, collaborate, and succeed. As a Team Lead, Customer Support at blithequark, you'll play a critical role in leading and managing a team of customer support agents who provide top-notch service to our customers in multiple languages. Your expertise, leadership skills, and passion for customer satisfaction will drive our team's success and contribute to blithequark's mission to empower digital leaders around the world. **About blithequark** blithequark is the world's digital infrastructure company, operating over 260 data centers across the globe. We enable organizations to access all the right places, partners, and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences, and multiply their value while supporting their sustainability goals. Our commitment to diversity, equity, and inclusion is at the heart of everything we do, and we're dedicated to creating an equitable work environment that fosters growth, learning, and innovation. **Job Summary** The Customer Support Team Lead is responsible for leading and managing a team of customer support agents who provide exceptional service in multiple languages. This role involves ensuring the delivery of high-quality support to customers while maintaining operational efficiency. The Team Lead plays a crucial role in team management, performance improvement, and process optimization. They actively support team members in handling customer inquiries, requests, orders, issues, and escalations. Additionally, the Team Lead provides day-to-day and escalation support for all levels of agents, addressing customer requests, inquiries, and questions through email, phone, or live chat. **Responsibilities** * Provides support for SME's and escalated customer requests, inquiries, and/or questions through email, phone, or live chat * Responsible for understanding and improving customer satisfaction scores for their overall team * Provides day-to-day and escalation support for all levels of GSD agents related to customer requests, inquiries, and/or questions through email, phone, or live chat * May also take contacts from customers in the form of phone, email, and chat * Provide customer experience recommendations to cross-functional teams, such as Customer Success Management, Customer Support Quality Assurance, IBX Operations, and Sales, to ensure customer feedback is incorporated into business strategies and service improvements. **Management** * Performance Management based on KPIs * 1:1 coaching and development and performance improvement planning * Provides performance coaching and feedback results to their teams * Coach and mentor GSD Teams through side-by-side support, escalation support * Plans, monitors, and reports on team performance **Planning and Service Level Management** * Manages the operation in real-time and takes corrective actions to protect the service (queue and productivity management) **Process (Improvement/ Development/ Management/ Documentation)** * Directs team on adopting process and procedure changes * Recommends alterations and identifies areas to improve for processes that they manage * Participates in the development and improvement of processes while working with other cross-functional teams * Has an expert understanding of the service desk process and the ability to articulate it in any situation **Business Systems** * Uses expert knowledge of business systems to identify issues and gaps in GSD business systems (e.g., SFDC, AWS Connect, CSC, ECP) * Report and triage system issues to the proper channels **Projects and cross-functional discussions** * Participates in projects and represents own area of responsibility/expertise * Serves as a Point of Contact for other cross-functional teams in matters requiring immediate assistance or operational clarifications * Proactively provides feedback to other cooperating teams and develops cross-functional linkages **Recruitment process** * Suggests new hire based on/provided by the WFM process and operational needs * Participates in the selection process and liaises with HR **Reporting** * Prepare and present regular business review reports on team performance metrics, customer and agent trends and insights, and operational efficiency to leadership * Analyze trends in agent and customer feedback and provide insights for continuous improvements **Qualifications** * Minimum 4 years experience in a contact center environment * 2-3 years of experience in leading and influencing co-workers * Bachelor's degree in Business, Communications, or a related field preferred * Strong leadership and people management skills, with the ability to motivate and inspire a team * Excellent knowledge of contact center operations, best practices, and customer service principles * Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders * Proficiency in call center software, customer relationship management (CRM-Salesforce) systems, and other relevant tools * Strong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectively * Strong working knowledge of Microsoft Office and CRMs (Salesforce preferably) * Flexibility to work in shifts, including evenings, weekends, and holidays, as required by the contact center's operational needs * Fluency in written and spoken English C1 **Why Join blithequark?** At blithequark, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe that our employees are the driving force behind our success, and we're dedicated to providing opportunities for growth, learning, and innovation. As a Team Lead, Customer Support, you'll have the chance to: * Lead a high-performing team of customer support agents who are passionate about delivering exceptional service * Develop and implement processes and procedures that drive operational efficiency and customer satisfaction * Collaborate with cross-functional teams to drive business growth and customer success * Participate in projects and initiatives that shape the future of our company * Enjoy a dynamic, fast-paced work environment that's always challenging and rewarding **What We Offer** * Competitive salary and benefits package * Opportunities for career growth and professional development * Collaborative and inclusive work environment * Flexible work arrangements, including remote work options * Access to cutting-edge technology and tools * Recognition and rewards for outstanding performance * Comprehensive training and development programs **How to Apply** If you're a seasoned leader with a passion for customer service and a drive to succeed, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear your story and learn more about your qualifications. **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and equitable work environment that fosters growth, learning, and innovation. If you require accommodation during the application process, please let us know by completing this form. **Apply Now** Ready to take the next step in your career? Apply now to become a Team Lead, Customer Support at blithequark and join our team of passionate professionals who are shaping the future of digital infrastructure. Apply for this job