Experienced Customer Experience Leader – Dynamic Team Management and Operational Excellence for Enhanced Client Satisfaction

Welcome to blithequark

blithequark is a pioneering financial operations platform designed to empower companies to save time and money. Our innovative all-in-one solution seamlessly integrates payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping, all infused with cutting-edge intelligence to maximize the impact of every dollar and hour spent. With over 30,000 businesses, ranging from family-owned farms to e-commerce giants and space startups, having saved $2B and 20M hours with blithequark, we are proud to be the driving force behind the fastest-growing corporate card and bill payment platform in America, facilitating over $55 billion in purchases annually.

Founded in 2019, blithequark boasts an impressive roster of investors, including Thrive Capital, Sands Capital, General Catalyst, Founders Fund, Khosla Ventures, Sequoia Capital, Greylock, and Redpoint, as well as over 100 angel investors who are renowned founders or executives of leading companies. Our team is comprised of talented leaders from esteemed financial services and fintech companies, such as Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, and Capital One, as well as technology powerhouses like Meta, Uber, Netflix, Twitter, Dropbox, and Instacart. blithequark has been consistently recognized for its excellence, featuring on Fast Company's list and LinkedIn's for more than 3 years, as well as the Forbes, CNBC, and TIME Magazine's 100.

About the Role

blithequark is seeking an exceptional Customer Experience Manager to spearhead the growth and enhancement of our customer experience team. We are looking for an accomplished leader who excels in team building, possesses a proven track record of efficiently managing support teams within fast-paced environments, and embodies an unwavering commitment to delivering exceptional customer care. As a core leader of our stellar customer experience team, you will be responsible for hiring, building, and scaling our support operations team, partnering closely with our account management, product, and engineering teams to drive operational scalability and product excellence.

Key Responsibilities

• Supervise a team of agents, ensuring the proficient handling of support tickets across channels (email, phone, and chat), while maintaining high-quality service and adherence to SLAs.
• Collaborate closely with cross-functional teams, including account management, product, and engineering, to advance operational scalability and elevate our product.
• Champion the end-to-end customer journey in the realm of support, guaranteeing an unparalleled experience for diverse business clients spanning startups to enterprises.
• Manage internal and external product knowledge dissemination, enabling both customers and blithequark teams to independently resolve queries.
• Distill actionable insights to enhance operational procedures, tools, and product offerings, drawing from customer feedback to drive improvements.

Essential Qualifications

• Minimum 5 years of experience managing and developing a team to hit key metrics.
• Excellent verbal and written communication skills.
• Experience collaborating closely with teams outside of support to help scale.
• Strong metrics-driven and product mindset to help identify, triage, and execute potential product or operational improvements.
• Strong investigative and critical thinking skills.
• Desire for ownership and growth in the role over time.
• Ability to work evenings and weekends as needed.

Preferred Qualifications

• Experience working with Zendesk tooling.
• Experience working in FinTech.
• Experience working with third parties and managing partnerships.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to fostering a culture of continuous learning and growth. As a Customer Experience Manager, you will have access to a wide range of training and development opportunities, including workshops, webinars, and conferences, to help you enhance your skills and stay up-to-date with the latest industry trends. You will also have the chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences, and to contribute to the development of innovative solutions that are shaping the future of financial operations.

Work Environment and Company Culture

blithequark is proud to offer a dynamic and inclusive work environment that is designed to inspire creativity, collaboration, and innovation. Our offices are located in the heart of New York City, and we offer a range of perks and benefits to help you thrive, including 100% medical, dental, and vision insurance coverage, partially covered dependents, One Medical annual membership, 401k (including employer match on contributions made while employed by blithequark), flexible PTO, fertility HRA (up to $5,000 per year), WFH stipend to support your home office needs, wellness stipend, parental leave, relocation support to NYC or SF, and pet insurance.

Compensation, Perks, and Benefits

At blithequark, we believe in recognizing and rewarding our employees for their hard work and dedication. We offer a competitive salary and a range of benefits and perks to help you achieve your personal and professional goals. Our benefits package includes:

• 100% medical, dental, and vision insurance coverage for you and your dependents.
• One Medical annual membership.
• 401k (including employer match on contributions made while employed by blithequark).
• Flexible PTO.
• Fertility HRA (up to $5,000 per year).
• WFH stipend to support your home office needs.
• Wellness stipend.
• Parental leave.
• Relocation support to NYC or SF.
• Pet insurance.

Conclusion

If you are a motivated and experienced customer experience professional who is passionate about delivering exceptional customer care and driving business growth, we encourage you to apply for this exciting opportunity to join the blithequark team. As a Customer Experience Manager at blithequark, you will have the chance to make a real impact on our customers' lives, to work with a talented team of professionals, and to contribute to the development of innovative solutions that are shaping the future of financial operations. Don't miss out on this opportunity to take your career to the next level and to be part of a dynamic and inclusive work environment that is designed to inspire creativity, collaboration, and innovation. Apply now to join the blithequark team and start your journey to success!