Experienced Customer Care Manager for Remote US Operations – Delivering Exceptional Customer Experiences and Team Leadership

Introduction to blithequark

At blithequark, we are passionate about revolutionizing the way businesses operate and interact with their customers. As a leader in our industry, we recognize the importance of delivering exceptional customer experiences that not only meet but exceed expectations. Our mission is to empower businesses to thrive through innovative solutions, outstanding support, and a customer-centric approach. We are now seeking an experienced Customer Care Manager to join our team, focusing on driving customer satisfaction, retention, and growth across various products and customer segments.

About the Role

The Customer Care Manager role at blithequark is a critical position that requires a unique blend of leadership, strategic thinking, and customer service expertise. As a Customer Care Manager, you will be responsible for leading and developing our Customer Care team, executing strategic initiatives, and driving departmental objectives to achieve exceptional customer outcomes. Your expertise will be instrumental in enhancing customer satisfaction, retention, and overall experience, ensuring that our customers receive the best possible support and service.

Key Responsibilities

• Leading, coaching, and guiding direct reports on best practice customer service principles and practical application, ensuring that our team delivers exceptional customer experiences.
• Executing on strategic initiatives as defined by the Global Head of Support and Organizational Risk, aligning with our company's overall mission and objectives.
• Assisting the Head of Global Customer Support and Organizational Risk to develop team-level initiatives that will improve efficiency, optimize operations, and drive customer satisfaction within the Customer Care department.
• Supporting the Wellness purpose and driving the Care team to provide exceptional customer service and optimal customer resolutions, ensuring that our customers' needs are met promptly and efficiently.
• Monitoring operational efficiency of tools, processes, and team performance aligned to key metrics, taking necessary action to enhance and improve for better customer outcomes and continuous improvement.
• Representing Care at a project level when required, offering input and insights that will enhance the customer experience while ensuring the business is aware of customer risks and opportunities.
• Managing complex customer escalations from a customer care perspective and working with other business units to ensure customer problems are promptly resolved, demonstrating our commitment to customer satisfaction and loyalty.
• Driving high customer satisfaction across all Customer Care channels, ensuring that our customers receive a consistent and exceptional experience regardless of how they interact with us.

Requirements for Success

To be successful in this role, you will need to possess a combination of skills, experience, and personal qualities that align with our company's values and mission. These include:

• 5+ years of experience in a Customer Manager role, with a proven track record of delivering exceptional customer experiences and leading high-performing teams.
• Vision and leadership skills to delegate tasks, set clear goals, and inspire your team to achieve departmental objectives and drive customer satisfaction.
• Ability to innovate and seek better ways to address customer pain points, demonstrating a customer-centric approach and a commitment to continuous improvement.
• Commercial mindset with attention to detail to drive results that meet commercial goals, ensuring that our customer care initiatives align with our business objectives.
• Excellent resource and time management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
• Strong relationship management skills with core internal partners, including the ability to communicate effectively, build trust, and collaborate to achieve shared goals.
• Ability to learn quickly and adapt to new challenges, demonstrating a growth mindset and a willingness to embrace change and innovation.
• Practices attentive and active listening skills, with a focus on understanding customer needs, concerns, and expectations.
• Team player who encourages collaboration, can solve problems effectively, and demonstrates a commitment to teamwork and mutual support.
• Strong planning and delivery skills, with the ability to scope out tasks, deliver projects on time, and meet deadlines in a fast-paced environment.

Nice-to-Haves

While not essential, the following skills and experiences would be highly desirable:

• Experience in the beauty and salon industry, with a deep understanding of the unique challenges and opportunities faced by businesses in this sector.
• Familiarity with SaaS solutions and customer engagement applications, with a willingness to learn and adapt to new technologies and systems.

What We Offer

At blithequark, we are committed to supporting the growth, development, and well-being of our employees. We offer a range of benefits, including:

• Flexibility to work where and how you want within your country of employment, including in-office, remote, or hybrid options, ensuring that you can work in a way that suits your needs and preferences.
• Continued investment in your professional development through Udemy, with access to a range of courses, training programs, and resources to support your growth and development.
• Robust health and wellness benefits, including an annual wellness stipend, to support your physical and mental well-being.
• 401k with up to a 4% match and immediate vesting, to help you plan for your future and achieve your long-term financial goals.
• Flexible and generous (FTO) time-off, to ensure that you can take the time you need to rest, relax, and recharge.
• Employee Stock Purchase Program, to give you the opportunity to own a part of our company and share in our success.
• Student Loan Repayment Program, to support you in managing your debt and achieving financial freedom.

Our Culture and Work Environment

At blithequark, we are proud of our dynamic, supportive, and inclusive work environment. We believe in fostering a culture of collaboration, innovation, and mutual respect, where everyone feels valued, empowered, and able to contribute their best work. Our team is passionate, dedicated, and committed to delivering exceptional customer experiences, and we are looking for like-minded individuals to join our journey.

Conclusion

If you are a motivated, customer-focused, and experienced Customer Care Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a key member of our team, you will have the chance to make a real impact on our customers' lives, drive business growth, and develop your skills and career in a supportive and dynamic environment. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now and become a part of our journey to deliver exceptional customer experiences and revolutionize the way businesses operate.