Internal Candidates Only
This opportunity is available to current Blueprint employees and should not be shared externally.
About the Role
We’re looking for an Escalated Team Lead, Billing to lead the daily performance, development, and support of an assigned customer service team. In this role, you’ll coach employees, monitor service quality and productivity, resolve operational concerns, and help the team respond to customer requests accurately and professionally.
This is a hands-on leadership role that combines people leadership with direct ticket support. You’ll partner with the Operations Lead, Senior Operations Lead, Human Resources, and other stakeholders to maintain strong performance, support employee development, and deliver an excellent experience for the client and its customers.
What You'll Do
- Manage the assigned team’s daily operations under the direction of the Operations Lead or Senior Operations Lead.
- Check in with team members and review timecards, attendance, schedule adherence, Ticketmaster feedback, and nonproductive time each day.
- Monitor workflow changes, adjust team priorities as needed, and communicate updates promptly.
- Review performance data and operational metrics daily, including dashboards, agent action reports, and ticket-level findings.
- Identify performance trends, data discrepancies, and opportunities for improvement.
- Partner with the Operations Lead to address performance concerns and involve the Senior Operations Lead or Human Resources when additional coaching, performance management, or corrective action may be required.
- Set clear goals and performance expectations while providing employees with regular coaching, guidance, and support.
- Proactively address employee concerns, client concerns, and other operational issues while maintaining appropriate documentation and leadership visibility.
- Support the onboarding and training of new and transferred employees through their initial ramp-up period.
- Maintain a consistent leadership presence for onsite and remote employees through regular onsite attendance and timely communication by email, Microsoft Teams, and other established channels.
- Lead daily team huddles, individual employee meetings, and job-shadowing sessions when needed.
- Document relevant meeting notes, coaching conversations, and follow-up actions in PAM to reinforce accountability and support continuous improvement.
- Prepare and deliver timely annual performance reviews using fair, consistent, and professional feedback.
- Complete two hours of ticket work each day, or four hours for Team Leads working a four-day, 10-hour schedule, to maintain subject-matter expertise.
- Support engagement initiatives and efforts to improve the customer and employee experience.
- Communicate organizational and operational changes in alignment with engagement leadership.
- Follow and reinforce Blueprint policies, procedures, processes, and core values.
- Complete additional duties and projects as assigned.
What You'll Bring
- 2 or more years of customer support experience.
- Demonstrated leadership ability and a genuine interest in managing, coaching, and developing others.
- A record of delivering excellent customer service and consistently meeting performance expectations.
- Experience reviewing performance metrics and using data to identify coaching or operational needs.
- Strong written, verbal, and listening skills.
- Strong interpersonal skills and the ability to communicate effectively with employees, leadership, business stakeholders, and cross-functional partners.
- Strong organizational and time-management skills, including the ability to prioritize work across a team.
- Ability to establish expectations, motivate employees, and coach team members toward high performance.
- Sound judgment and effective problem-solving and decision-making skills.
- Strong attention to detail and commitment to service quality.
- Ability to work independently while contributing effectively within a leadership team.
Preferred Qualifications
- 1 or more years of experience supporting Escalated Billing.
- Knowledge of gaming industry trends, major events, products, and news.
- Previous experience coaching employees, leading team meetings, or supporting performance-management activities.
Schedule and Work Requirements
This position follows a hybrid schedule with two in-office days per week at Blueprint’s Bellevue, Washington office.
Regular and consistent onsite attendance is required to maintain an effective leadership presence.
Specific work shifts may change based on business and team coverage needs.
Weekend and holiday coverage may be required.
Time-off availability may be limited during peak business periods to maintain appropriate team coverage.
Employees must be able to communicate effectively through email, Microsoft Teams, meetings, and other established channels.
Compensation
At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market.
For candidates based in Washington State, the anticipated compensation range is $26.00 to $29.50 USD per hour. Please note that we typically do not hire employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final compensation and job title may vary depending on the selected candidate’s qualifications.
Location and Work Arrangement
Hybrid in Bellevue, Washington.
Employees are expected to work onsite two days per week in alignment with Blueprint’s work-from-home policy and the team’s operational needs.
