**Experienced Full Stack Director of Customer Service – Web & Cloud Application Development**

At blithequark, we're revolutionizing the way people interact with our services, making it more honest and friendly. Our mission is to give consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. We're looking for a seasoned leader to join our team as the Director of Customer Service, responsible for crafting a culture of delighting our customers and driving exceptional customer experience. **About blithequark** blithequark is a remote-first company that values innovation, inclusivity, and customer satisfaction. We're committed to creating a work environment that fosters growth, collaboration, and mutual respect. Our team is passionate about delivering exceptional customer experiences, and we're seeking a like-minded individual to lead our Customer Care teams. **Job Summary** As the Director of Customer Service, you'll be responsible for leading the delivery of all aspects of our Customer Care teams in an omni-channel environment. This includes developing a high-performing team, scaling the team in a hyper-growth environment, and consistently improving the Customer Experience across our key channels and products. You'll be accountable for the day-to-day operations and performance of our Customer Care teams, including qualitative and quantitative targets to improve overall customer experience and productivity. **Key Responsibilities** * Develop a high-performing team by defining talent needs, building a diverse team, and retaining top talent by creating an environment where the team is empowered and trusted to make decisions, encouraged to try new things, and supported in working together to solve problems. * Lead the scaling of the team in a hyper-growth environment, managing the team's change resilience and minimizing performance impacts that can be associated with change. * Accountable for the day-to-day operations and performance of our Customer Care teams, including qualitative and quantitative targets to improve overall customer experience and productivity across the team. * Consistently improve the Customer Experience across our key channels and products by using insights on NPS, CSAT, CES, and other identified metrics. * Deliver on defined Objectives and Key Results (OKRs) and performance measures against company goals. * Use strong presentation and communication skills to report findings and recommendations to Leadership and business leadership teams. * Keep ahead of industry developments and apply best practices to areas of improvement. * Identify and implement strategic changes in the team to generate efficiencies and drive better customer experiences while ensuring the teams adhere to regulatory and compliance requirements. **Essential Qualifications** * 7+ years of experience within a management or leadership position, preferably in the financial services, fintech space, or sophisticated operational or transactional processing role. * Thrives in a fast-paced environment with constant change and a rapidly growing team, able to make measured, objective, data-driven decisions. * Proven track record of delivering extremely high levels of satisfaction across a customer base while also taking pride in driving operational efficiencies. * Forward-thinking approach with the ability to problem-solve sophisticated issues to drive shared goals and outcomes across internal and external teams. * Demonstrates partnership, relationship-building, and driving to mutual understanding at all levels of an organization. * Experience in building world-class teams by developing empathetic people managers and a team of customer advocates and product evangelists. * Maintains composure and acts as a role model to the team when presented with barriers or when results were not as expected. * Strong customer empathy and service level focus. **Preferred Qualifications** * Experience in leading teams in an omni-channel environment, including phone, email, chat, cases, and other channels. * Proven ability to drive customer satisfaction and Net Promoter Scores (NPS) through customer-centric thinking and problem-solving. * Experience in developing and implementing strategic plans to drive business growth and customer experience improvements. * Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions. * Experience in building and maintaining relationships with internal and external stakeholders, including customers, partners, and vendors. **Work Environment and Culture** As a remote-first company, we value flexibility and work-life balance. Our team members work from the comfort of their own homes, with the option to occasionally travel to our offices or attend team-building events. We prioritize inclusivity and diversity, creating a work environment that fosters growth, collaboration, and mutual respect. **Compensation and Benefits** We offer a competitive salary, benefits, and perks that reflect our commitment to our team members' well-being and success. Our compensation package includes a transparent grade-based pay range, taking location into account. We also offer a range of benefits, including health insurance, retirement plans, and paid time off. **Career Growth Opportunities and Learning Benefits** At blithequark, we believe in investing in our team members' growth and development. We offer a range of learning benefits, including training programs, mentorship opportunities, and access to industry-leading tools and technologies. Our team members have the opportunity to take on new challenges, develop new skills, and advance their careers within the company. **How to Apply** If you're a motivated and customer-focused leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **Equal Opportunity Employer** blithequark is an equal opportunity employer, committed to creating a diverse and inclusive work environment. We welcome applications from qualified candidates of all backgrounds, experiences, and perspectives. We're proud to be a remote-first company, and we're excited to connect with talented individuals from all over the world. **Inclusivity and Accessibility** At blithequark, we believe in creating an inclusive interview experience for all, including people with disabilities. We're happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. If you require accommodations, please let us know in your application or during the interview process. **By clicking "Submit Application," you acknowledge that you have read the blithequark Employment Privacy Policy and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.** Apply for this job