VE-Escalated Team Lead- Billing (Internal)
$54,080–$61,360 year
HybridBellevue, Washington, United States
Job Summary
Manage the assigned team's daily operations by checking in with members, reviewing timecards and attendance, and monitoring workflow changes to adjust priorities. Review performance data and operational metrics daily to identify trends, data discrepancies, and improvement opportunities. Coach employees, set clear goals, and prepare annual performance reviews while completing two hours of ticket work daily to maintain subject-matter expertise. Partner with leadership to address performance concerns and support onboarding for new hires. Lead daily team huddles and individual meetings, maintaining consistent presence through onsite attendance and timely communication. Follow Blueprint policies and complete additional duties as assigned. Hybrid schedule with two in-office days per week in Bellevue, Washington.
Required Qualifications
- 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
- Regular and consistent onsite attendance is required to maintain an effective leadership presence
- 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
Desired 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
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