VE-Interim Escalated Team Lead- Billing (Internal)

VE-Interim Escalated Team Lead- Billing (Internal) Bellevue, WA Internal Candidates Only – Job Description not to be shared externally We are looking for an interim Escalated Team Lead – Billing to join our customer support team. The role focuses on coaching team members, managing tickets, and ensuring timely, professional responses to customers, thereby driving satisfaction and service quality. Responsibilities Expected interim role through mid‑July, with potential permanent placement. Manage day‑to‑day operations for the assigned team under guidance of the Operations Lead/Sr Operations Lead, including checking in with the team, reviewing timecards, attendance/schedule adherence, and processing TicketMaster feedback. Monitor workflow changes, communicate necessary information, and adjust operations accordingly. Analyze agent performance data and metrics daily; review dashboards, action reports, and ticket dives to identify trends and improvement areas, and collaborate with HR and leadership on performance management when needed. Provide leadership, set goals, and coach agents on performance expectations. Identify and resolve problems such as employee or client concerns in partnership with Operations and HR, ensuring documentation and alignment on next steps. Support onboarding of new or transferred employees, owning training and ramp‑up support. Maintain a strong presence—onsite and remotely—with consistent onsite days and timely communication via email, Teams, etc.; lead daily huddles and mandatory one‑on‑one meetings. Document coaching actions and notes from one‑on‑one meetings in the internal tool (PAM) to reinforce accountability and continuous improvement. Prepare and deliver annual reviews for agents, ensuring fair and consistent performance assessment and clear professional feedback. Complete daily ticket work (2 hours daily or 4 hours for 4x10 Tech Leads) to stay subject‑matter expert. Actively support engagement initiatives and focus on customer and employee experience. Provide effective leadership and messaging aligned with organizational change management and operational priorities. Enforce Blueprint policies, processes, and core values. Complete additional duties and projects as assigned. Qualifications 2+ years of customer support experience. 1+ year of experience in the ESC Billing space (preferred). 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 to communicate effectively with diverse teams, management levels, and stakeholders. Strong organizational and time‑management skills with the ability to prioritize team workloads. Ability to motivate team members, assess performance metrics, and achieve high performance standards. Ability to lead by example, coach, and mentor a diverse team. Effective decision‑making and problem‑solving skills. Strong customer‑service skills and attention to detail. Ability to work as part of a team and independently. Availability Must work a hybrid schedule: two in‑office days per week aligned with the organization’s work‑from‑home policy. Work shifts may be subject to change based on business needs. Role may require work during weekends, holidays, or blackout dates when PTO is not approved. Physical Requirements Comfortable working in a traditional office environment. Ability to sit at a workstation for extended periods and engage with content on a monitor. Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 words per minute. Communication & Collaboration Effective verbal and written communication skills for interactions with coworkers, professionals, customers, and clients. Ability to communicate in additional languages as specified by engagement requirements. Openness to constructive feedback and courtesy in interactions. Independent Judgment & Time Management Ability to make decisions using experience and knowledge, while seeking assistance when needed and meeting deadlines. Accessibility Accommodations Reasonable accommodations may be made to enable individuals with disabilities to perform the job. Salary Range Pay ranges vary based on multiple factors including skill set, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic‑based ranges for Washington state: $26.00 – $29.50 per hour. The salary/wage and job title will be based on the selected candidate’s qualifications and experience and may be outside this range. Equal Opportunity Employer Blueprint Technologies, LLC is an equal‑employment‑opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital or familial status, genetic information, citizenship, or any other status protected by law. If you need assistance or a reasonable accommodation to complete the application process, please contact View email address on click.appcast.io. Benefits Medical, dental, and vision coverage Flexible Spending Account 401(k) program Competitive PTO offerings Opportunities for professional growth and development #J-18808-Ljbffr Blueprint