Manager, Customer Experience Partner Success - Elevate Customer Support Excellence at blithequark

Unlock a Rewarding Career in Customer Experience at blithequark

At blithequark, we're revolutionizing the way people live, work, and interact with local economies. As a pioneering technology and logistics company, we're on a mission to become the go-to platform for all consumer needs, beyond just food delivery. Our rapid growth and continuous evolution create a dynamic environment where our colleagues can learn, innovate, and thrive. If you're passionate about delivering exceptional customer experiences and driving business excellence, we invite you to explore this exciting opportunity to join our team as a Manager, Customer Experience Partner Success.

About the Role

As a Manager, Customer Experience Partner Success at blithequark, you will play a pivotal role in ensuring the highest quality customer support across our global last-mile operations platform. You'll work closely with our partner support teams (BPOs) to guarantee that their performance meets blithequark's stringent standards, including First Contact Resolution, Customer Satisfaction scores, and other key support metrics. This role requires a strategic thinker who is data-driven, customer-focused, and adept at driving process improvements.

Key Responsibilities

• Develop and utilize reporting to identify areas for improvement in performance metrics and efficiency through quality monitoring.
• Implement quality monitoring programs that drive measurable behavioral changes in Agents (representatives).
• Collaborate with training and content teams to ensure compliance with new launches, processes, and policies.
• Maintain regional quality performance within an aligned objective.
• Perform business audits with Support Partner Teams to identify opportunities for growth and improvement.
• Identify, recommend, and implement process and project enhancements to drive business excellence.
• Work cross-functionally to understand customer needs and identify areas of opportunity for blithequark to improve its business.
• Analyze trends early and frequently to inform business decisions.
• Undertake additional tasks as assigned by management or on an ad-hoc basis.
• This role may require up to 20% travel (Global and Domestic).

Essential Qualifications

To succeed in this role, you should possess:

• A BA/BS degree in quantitative or business fields or four additional years of work experience in quantitative or business areas.
• Proven experience in driving operational excellence and quality improvements across multiple support locations.
• A data-driven approach with expertise in refining large datasets to meaningful insights, particularly in root cause analysis.
• Excellent communication skills, with the ability to present complex data clearly and concisely in written, verbal, and visual formats.
• Strong organizational skills, with meticulous attention to detail and the ability to manage multiple deadlines simultaneously.
• A collaborative mindset, with the ability to thrive in a fast-paced, ever-evolving, team-oriented environment.
• An ownership mentality, focused on quality, output-driven, proactive, and continuously striving for improvement.

Preferred Qualifications

While not mandatory, the following qualifications can enhance your candidacy:

• Experience in the customer support or operations domain, particularly in a global or last-mile logistics context.
• Familiarity with customer support metrics and benchmarks.
• Knowledge of quality monitoring tools and methodologies.
• Previous experience working with external partner teams or BPOs.

Career Growth and Learning Opportunities

At blithequark, we're committed to the growth and development of our colleagues. As a Manager, Customer Experience Partner Success, you'll have the opportunity to:

• Develop your leadership and management skills by overseeing global support teams.
• Enhance your analytical and problem-solving capabilities through data-driven decision-making.
• Expand your knowledge of customer support operations, logistics, and technology.
• Collaborate with cross-functional teams to drive business innovation and excellence.

Work Environment and Company Culture

blithequark is a dynamic and inclusive workplace that values diversity, equity, and inclusion. Our colleagues are passionate about our mission and are committed to delivering exceptional customer experiences. We offer:

• A comprehensive benefits package, including premium healthcare, health cost reimbursement, paid parental leave, and more.
• A culture of continuous learning and growth, with opportunities for professional development.
• A collaborative and supportive work environment that fosters innovation and creativity.
• A commitment to diversity, equity, and inclusion, with a focus on creating a workplace where everyone can thrive.

Compensation and Perks

The base compensation range for this role is competitive, with opportunities for equity awards. Our comprehensive benefits package includes:

• Healthcare benefits.
• 401(k) plan with company match.
• Short-term and long-term disability coverage.
• Basic life insurance.
• Wellness benefits.
• Paid time off.
• Paid parental leave.
• Several paid holidays.

Join Our Team

If you're a motivated and customer-focused professional looking to drive business excellence and make a meaningful impact, we encourage you to apply for this exciting opportunity at blithequark. As a Manager, Customer Experience Partner Success, you'll play a critical role in shaping our customer support strategy and driving growth. Apply now to join our team and unlock a rewarding career in customer experience!

blithequark is an equal opportunities employer, committed to diversity, equity, and inclusion. We welcome applications from candidates of all backgrounds, experiences, and perspectives.

To learn more about this opportunity and to apply, please visit our careers page.