<p><span style="color: rgb(32, 33, 36); font-size: 14pt;"><strong><span style="font-size: 24pt; color: rgb(57, 116, 216);">Internal Candidates Only</span></strong></span></p> <p><span style="color: rgb(32, 33, 36); font-size: 14pt;">This opportunity is available to current Blueprint employees and should not be shared externally.</span></p> <p><strong><span style="font-size: 24pt; color: rgb(57, 116, 216);">About the Role</span></strong></p> <p><span style="color: rgb(32, 33, 36); font-size: 14pt;">We’re looking for an <strong>Escalated Team Lead, Tech</strong> 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.</span></p> <p><span style="color: rgb(32, 33, 36); font-size: 14pt;">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.</span></p> <p><strong><span style="font-size: 24pt; color: rgb(57, 116, 216);">What You'll Do</span></strong></p> <ul> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Manage the assigned team’s daily operations under the direction of the Operations Lead or Senior Operations Lead.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Check in with team members and review timecards, attendance, schedule adherence, Ticketmaster feedback, and nonproductive time each day.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Monitor workflow changes, adjust team priorities as needed, and communicate updates promptly.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Review performance data and operational metrics daily, including dashboards, agent action reports, and ticket-level findings.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Identify performance trends, data discrepancies, and opportunities for improvement.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">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.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Set clear goals and performance expectations while providing employees with regular coaching, guidance, and support.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Proactively address employee concerns, client concerns, and other operational issues while maintaining appropriate documentation and leadership visibility.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Support the onboarding and training of new and transferred employees through their initial ramp-up period.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">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.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Lead daily team huddles, individual employee meetings, and job-shadowing sessions when needed.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Document relevant meeting notes, coaching conversations, and follow-up actions in PAM to reinforce accountability and support continuous improvement.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Prepare and deliver timely annual performance reviews using fair, consistent, and professional feedback.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">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.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Support engagement initiatives and efforts to improve the customer and employee experience.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Communicate organizational and operational changes in alignment with engagement leadership.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Follow and reinforce Blueprint policies, procedures, processes, and core values.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Complete additional duties and projects as assigned.</span></li> </ul> <p><strong><span style="font-size: 24pt; color: rgb(57, 116, 216);">What You'll Bring</span></strong></p> <ul> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">2 or more years of customer support experience.</span></li> <li><span style="color: rgb(32, 33, 36); font-size: 14pt;">Demonstrated leadership ability and a genuine interest in managing, coaching, and developing others.</span></li> <li><span style="color: rgb(32, 33, 36