VE - Accounts Team Lead (Internal)

What will I be doing? We are looking for a well‑organized customer support leadership professional to significantly contribute to overall customer satisfaction by ensuring their team members are successfully coached and developed. The Account Team Lead will manage and respond to tickets, lead a team, and maximize the productivity and quality of service provided to clients and their customers. Duties/Responsibilities: Manage day‑to‑day operations for the assigned team, checking in with team members, reviewing timecards and schedule adherence, processing TicketMaster feedback, and logging non‑productive time daily. Monitor workflow changes, pivot, and communicate necessary information to the team. Analyze agent performance data and metrics daily, reviewing dashboards, agent action reports, and ticket dives to identify trends and improvement areas. Partner with Operations Lead and HR for performance management when needed. Provide leadership and direction to agents, set goals and expectations, and offer coaching and support. Proactively identify and resolve problems or concerns involving employees or clients, partnering with Operations Lead, Senior Operations Lead, and HR for visibility and alignment. Support onboarding of new or transferred employees, owning their training and ramp‑up support. Maintain a strong team presence both onsite and remotely, leading daily huddles, mandatory live one‑on‑one meetings, and job shadow sessions as required. Document coaching actions from one‑on‑one meetings in the internal tool (PAM) to reinforce accountability. Write and deliver timely annual reviews for agents, ensuring fair and consistent performance feedback. Complete ticket work daily (2 hours daily / 4 hours for 4x10 TLs) to maintain subject‑matter expertise. Continuously support engagement initiatives and customer and employee experience, providing leadership and messaging aligned with change management. Follow and enforce Blueprint policies, processes, and core values. Complete other duties and projects as assigned. Qualifications: 2+ years of customer support experience. Demonstrated leadership with a desire to manage others and maximize team performance. High level of service excellence and consistent meeting of performance expectations. Knowledge of gaming industry trends, major events, and news. Skills/Abilities: Innovative thinker with excellent written, verbal, and listening communication skills. Strong leadership and interpersonal skills, able to communicate effectively with managers, stakeholders, and functional departments. Strong organizational and time‑management skills, prioritizing workloads across a team. Motivational ability and capability to assess performance metrics to achieve high standards. Leadership by example, coaching, and mentoring a diverse team. Effective decision making and problem‑solving skills. Strong customer service skills and attention to detail. Capable of working both as part of a team and independently. Essential Functions: Availability: Must work a hybrid schedule, two in‑office days per week in alignment with the organization’s work‑from‑home policy. Specific work shifts may change based on business needs. Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved. Physical Requirements: Comfort with working in a traditional office environment, indoors without exposure to outside elements. Ability to sit at a workstation for extended periods, engaging with content on a monitor. Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm. Communication and Collaboration: Effective verbal and written communication skills for interactions with co‑workers, professionals, the public, customers, and clients. May require written communication in other languages as specified by engagement requirements. Openness to constructive feedback and maintaining courtesy in interactions. Independent Judgment and Time Management: Demonstrate decision‑making using experience and knowledge, seeking assistance when needed and adhering to deadlines and engagement expectations. Accessibility Accommodations: Reasonable accommodations may be made to enable individuals with disabilities to perform the job. FLSA - Job Classification : Non‑Exempt – Hourly, Full Time Position Location : Hybrid (Work from home and in‑office located in Bellevue, WA) Equal Employment Opportunity As set forth in Blueprint Internal’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. If you belong to any of the protected veteran categories, you may indicate your status in the application process. #J-18808-Ljbffr Blueprint Internal