Join blithequark's Dynamic Team: Elevating Customer Experience on a Global Scale
At blithequark, we're revolutionizing the way people live, work, and interact with local businesses. As a pioneering technology and logistics company, we're on a mission to empower local economies and make a meaningful impact on communities worldwide. With a rapidly growing global network of support centers, we're seeking a seasoned Manager, Customer Experience Partner Success to lead our international last-mile logistics platform's support experience.
About the Role
As a Manager, Customer Experience Partner Success at blithequark, you'll play a pivotal role in ensuring our customers receive an outstanding experience. You'll partner with our support partners (BPOs) to drive quality, productivity, and performance excellence across multiple support sites. This role requires a strategic thinker, analytical problem-solver, and exceptional communicator who can navigate complex data sets, identify areas for improvement, and drive meaningful change.
Key Responsibilities
- Create and leverage reporting to identify areas for performance improvement and productivity gains through quality monitoring.
- Design and execute quality monitoring programs that drive measurable behavioral changes in Teammates (agents).
- Collaborate with training and content teams to reinforce compliance with new launches, processes, and policies.
- Maintain multiple site quality performance within calibrated targets.
- Conduct business reviews with Support Partner Teams to drive excellence.
- Identify, recommend, and formulate process and project improvements.
- Work cross-functionally to identify areas of opportunity for blithequark to improve its business by understanding customer needs.
- Identify and report on trends early and often.
- Manage multiple projects and priorities, with a focus on quality, output, and proactive problem-solving.
Essential Qualifications
To succeed in this role, you'll need:
- A BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas.
- 3+ years of support operations experience managing support KPIs such as CSAT.
- A proven track record of driving operations excellence and quality improvements across multiple support sites.
- Analytical and data-driven, with experience distilling large data sets into actionable insights.
- Excellent written, verbal, and visual communication skills, with the ability to present complex information clearly and concisely.
- Strong organizational skills, with impeccable follow-up and follow-through capabilities.
- Comfortable in a fast-paced, constantly changing, team-oriented environment.
- An owner mentality, focused on quality, output-driven, proactive, and always pushing to improve.
Preferred Qualifications
While not required, the following skills and experience will give you a competitive edge:
- Experience working in a global support operations environment.
- Knowledge of customer experience best practices and industry trends.
- Proficiency in data analysis tools and software.
- Excellent project management skills, with the ability to manage multiple priorities.
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to supporting the growth and development of our team members. As a Manager, Customer Experience Partner Success, you'll have opportunities to:
- Develop your leadership skills, with guidance from experienced senior managers.
- Expand your knowledge of customer experience, support operations, and global logistics.
- Collaborate with cross-functional teams to drive business growth and innovation.
- Participate in training and development programs to enhance your skills and expertise.
Work Environment and Company Culture
At blithequark, we pride ourselves on a culture that values diversity, inclusion, and teamwork. Our offices are designed to foster collaboration, creativity, and innovation. As a team member, you'll enjoy:
- A dynamic and supportive work environment.
- Opportunities for professional growth and development.
- A comprehensive benefits package, including healthcare benefits, 401(k) plan, and paid time off.
- A culture that celebrates diversity, equity, and inclusion.
Compensation and Benefits
We're committed to offering a competitive compensation package that reflects your skills, experience, and location. The location-specific base salary range for this position is:
- Colorado: $118,800 - $178,200 USD
- California: $125,400 - $198,000 USD
- New York: $132,000 - $198,000 USD
- Washington: $125,400 - $188,200 USD
- Washington D.C.: $125,400 - $188,200 USD
In addition to base salary, you'll be eligible for equity grants and a comprehensive benefits package.
Conclusion
If you're a motivated and experienced professional looking to make a meaningful impact in customer experience and support operations, we encourage you to apply for this exciting opportunity at blithequark. Join our dynamic team and help us shape the future of local commerce. Apply now to become a part of our mission to empower local economies and make a difference in communities worldwide.
Apply Now