Director of Customer Care – Strategic Leader for Exceptional Customer Experience and Operational Efficiency at blithequark

Welcome to blithequark

At blithequark, our mission is to revolutionize the live TV streaming industry by providing the world's leading global platform with unparalleled breadth of premium content and interactivity. With operations in the U.S., Canada, France, and Spain, and a growing technology center in Bangalore, India, we are poised to transcend the current TV model and take the industry to new heights. As we continue to grow rapidly in employees, subscribers, and content offerings, we are seeking a dynamic and experienced Director of Customer Care to join our team and help take us to the next level.

About the Role

We are committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. As a Director of Customer Care at blithequark, you will be responsible for developing and executing strategies that enhance customer satisfaction, streamline service operations, and improve overall efficiency. This is a unique opportunity to lead our customer support team and drive exceptional customer experience, working cross-functionally with other departments to implement best practices, monitor key performance indicators (KPIs), and foster a customer-centric culture throughout the organization.

Core Responsibilities

• Oversee day-to-day operations, including operation teams, quality assurance, scheduling/staffing for remote blithequark teams, and outsourced vendor partners
• Own key KPIs for all Business Process Outsourcers (BPOs) and drive continuous improvement
• Develop and implement strategies for customer service, including evaluation of success measures and operational efficiency
• Manage departmental budgets and ensure cost-effective service operations
• Influence and make decisions on front-line policies and procedures regarding KPIs, motivation, rewards, discipline, conflict resolution, interviews, attendance, and training
• Oversee the identification, development, analysis, and improvement of team performance and/or business objectives
• Travel internationally (~25%) to collaborate with global teams and stakeholders
• Leverage data to make informed decisions on behalf of the customer experience field team and drive process improvement opportunities
• Recommend plans for training, quality assessment, staffing, shift assignments, and all other agent-impacting projects supported by global functional teams
• Validate and approve vendor invoices and conduct performance reviews for direct reports

What to Bring

To be successful in this role, you should have:

• 7+ years of contact center people management experience, leading mid-to-large size groups with a proven track record of success
• Strong knowledge of contact-center operational procedures and metrics
• Excellent leadership and team management skills, with the ability to motivate and inspire employees
• Proven ability to handle critical issues calmly and respectfully, with a strong sense of urgency and attention to detail
• Availability to work irregular hours, including holidays, nights, and weekends
• A Bachelor's Degree from an accredited university

Essential Qualifications

In addition to the above requirements, the ideal candidate will have:

• Strong analytical and problem-solving skills, with the ability to analyze complex data and drive insights
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders and team members
• Strong business acumen, with a deep understanding of the live TV streaming industry and its trends
• Experience working in a fast-paced, dynamic environment, with a strong ability to adapt to change and prioritize multiple tasks

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience working in a global organization, with a strong understanding of cultural nuances and differences
• Knowledge of industry-specific software and technologies, such as CRM systems and contact center platforms
• Certifications or training in customer service, leadership, or related fields
• Experience with data analysis and reporting tools, such as Tableau or Power BI

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Strategic thinking: Ability to develop and execute strategies that drive business results and improve customer satisfaction
• Leadership: Ability to motivate and inspire employees, with a strong focus on coaching and development
• Communication: Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders and team members
• Problem-solving: Strong analytical and problem-solving skills, with the ability to analyze complex data and drive insights
• Adaptability: Ability to adapt to change and prioritize multiple tasks in a fast-paced, dynamic environment

Career Growth Opportunities

At blithequark, we are committed to helping our employees grow and develop in their careers. As a Director of Customer Care, you will have access to:

• Professional development opportunities: Training, coaching, and mentoring to help you develop your skills and advance in your career
• Career advancement opportunities: Opportunities to move into new roles and take on new challenges as the company grows and evolves
• Networking opportunities: Opportunities to build relationships with stakeholders and team members across the organization

Work Environment and Company Culture

At blithequark, we are proud of our dynamic and inclusive company culture. As a Director of Customer Care, you will be part of a team that is:

• Customer-centric: Focused on delivering exceptional customer experiences and driving business results
• Collaborative: Encouraging teamwork and collaboration across departments and functions
• Innovative: Embracing new ideas and technologies to stay ahead of the curve in the live TV streaming industry
• Diverse and inclusive: Valuing diversity and promoting inclusion across the organization

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including:

• Base salary: A competitive base salary, with a minimum of $130,000 per year and a maximum of $170,000 per year
• Equity plan: Eligibility to participate in blithequark's equity plan, with opportunities to earn stock options or restricted stock units
• Annual cash bonus plans: Opportunities to earn annual cash bonuses, based on individual and company performance
• Unlimited PTO: Unlimited paid time off, with the flexibility to take time off when you need it
• Medical benefits: A comprehensive medical benefits package, including health, dental, and vision coverage
• Commuter benefits: Commuter benefits, including reimbursement for public transportation or parking expenses
• Free Premium blithequark Account: A free premium blithequark account, with access to our latest content and features

Conclusion

If you are a motivated and experienced customer care professional, looking for a new challenge and opportunity to grow your career, we encourage you to apply for the Director of Customer Care role at blithequark. With our commitment to excellence through diversity, our dynamic and inclusive company culture, and our competitive compensation package, we believe that blithequark is the perfect place to take your career to the next level. Apply now and join our team of talented and dedicated professionals who are passionate about delivering exceptional customer experiences and driving business results.