VE - Accounts Team Lead; Internal; Interim

VE - Accounts Team Lead (Internal) (Interim)

Bellevue, WA

(Internal Candidates Only – Job Description not to be shared externally)

What will I be doing?

Blueprint is looking for an Interim Account Team Lead to lead a customer support team for an approximate three- to four‑month period. The role involves managing daily operations, coaching staff, and ensuring high‑quality service to clients.

• Assume the role of Account Team Lead for the duration of the contract.
• Manage day‑to‑day operations under guidance of the Operations Lead/Sr Operations Lead, including checking in with your team, reviewing timecards, attendance, and scheduling.
• Process Ticket Master feedback and log nonproductive time daily.
• Monitor workflow changes, pivoting promptly and communicating updates to the team.
• Analyze agent performance data and metrics daily; identify trends and areas for improvement.
• Partner with Operations Lead and HR on performance management and disciplinary actions as needed.
• Provide leadership, set goals, and coach agents on performance expectations.
• Identify and resolve employee or client concerns in partnership with Operations Lead and HR.
• Onboard new and transferred employees, owning training and support during ramp‑up.
• Maintain strong team presence, both onsite and remotely, leading daily huddles and mandatory one‑on‑one meetings.
• Document coaching actions and performance reviews in the internal tool (PAM).
• Prepare and deliver timely annual reviews for agents.
• Complete daily ticket work (2 hours daily or 4 hours for 4x10 TLs) to maintain subject‑matter expertise.
• Support engagement initiatives and customer/employee experience efforts.
• Ensure compliance with Blueprint policies, processes, and core values.
• Perform other duties and projects as assigned.

• 2+ years of customer support experience.
• 1+ year of experience in the Accounts space (preferred).
• Demonstrated leadership and ability to maximize team performance.
• High level of service excellence and consistent meeting of performance expectations.
• Knowledge of gaming industry trends, major events, and news.

• Innovative thinker with excellent written, verbal, and listening skills.
• Strong leadership and interpersonal skills for communicating with various teams and stakeholders.
• Excellent organizational and time‑management skills to prioritize team workloads.
• Ability to motivate employees and assess performance metrics.
• Effective decision‑making and problem‑solving skills.
• Strong customer service skills and attention to detail.
• Ability to work both independently and as part of a team.

• Must work a hybrid schedule with two in‑office days per week.
• Work shifts may change based on business needs.
• May require work during weekends and holidays, including blackout dates when PTO is not approved.

• Comfortable working in a traditional office environment.
• Ability to sit at a workstation for extended periods.
• Proficiency with mouse, keyboard, and laptop touchpad; minimum typing speed of 45 wpm.

• Effective verbal and written communication skills.
• Ability to communicate in written form in other languages as required.
• Openness to constructive feedback and courtesy in interactions.

• Demonstrate ability to make decisions using experience and knowledge while meeting deadlines and engagement expectations.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

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.

Location:

Bellevue, WA