Experienced Customer Operations Team Lead – Strategic Leadership and Customer Success Expertise for High-Value Accounts at blithequark

Introduction to blithequark

blithequark is a pioneering logistics management and crowdsourced delivery platform that has revolutionized the way businesses approach last-mile delivery. Founded in 2014, blithequark has established itself as a leader in providing fast, flexible, and asset-light logistics solutions to a wide range of industries. With access to over 200,000 independent drivers nationwide, blithequark enables local delivery to more than 95% of U.S. households, offering businesses unparalleled delivery optionality and customer satisfaction. As a key player in the logistics industry, blithequark is committed to innovation, customer-centricity, and excellence in all aspects of its operations.

About the Customer Operations Team

The Customer Operations team at blithequark is the backbone of the company's customer success strategy. This team of dedicated professionals works tirelessly to build and nurture relationships with key accounts, ensuring that customers receive the highest level of service and support. As a Customer Operations Team Lead at blithequark, you will play a critical role in overseeing a team of Customer Operations Partners who serve as the primary points of contact for strategic accounts. Your leadership, expertise, and customer-centric approach will be instrumental in driving account success, optimizing processes, and fostering a high-performing team.

Key Responsibilities

• Lead, develop, and scale a high-performing, collaborative Customer Operations team dedicated to ensuring account success for high-value senders
• Oversee team-specific daily customer operations, ensuring timely and effective resolution of customer inquiries and issues
• Gain a deep understanding of customers' needs, building strong relationships and partnering effectively to exceed service level agreements (SLAs) and support ongoing success
• Collaborate with Customer Operations leadership to identify and implement solutions that enhance team performance, efficiency, and scalability, such as technology and process improvements
• Develop and implement scalable processes to enhance service quality and efficiency for targeted initiatives, including XD expansion, fraud and theft mitigation, claims rates, and driver efficiency
• Partner cross-functionally to introduce technology and process enhancements that support blithequark's growth and service excellence
• Take the lead on resolving high-priority escalations, complex issues, and team inquiries with a sense of urgency
• Leverage data to identify trends and uncover opportunities within the team and across senders, reporting key findings and actionable insights to stakeholders
• Champion a customer-first culture, ensuring all interactions align with blithequark's values and customer service standards

Essential Qualifications

To be successful in this role, you will need to bring a combination of experience, skills, and personal qualities that align with blithequark's values and customer-centric approach. These include:

• 5+ years of experience in customer operations, customer success, or a related field
• 2+ years of experience managing and developing high-performing teams
• Strong analytical skills with the ability to leverage data for decision-making and process improvements
• Strong written and verbal communication skills, able to build relationships with stakeholders at various levels
• Experience implementing technology-driven solutions to enhance customer operations
• Demonstrated ability to execute consistently with high attention to detail, accuracy, and adherence to detailed requirements
• Ability to thrive in a fast-paced, customer-focused environment, managing ambiguity with ease

Preferred Qualifications

In addition to the essential qualifications, the following skills and experiences are highly desirable:

• Experience working in a logistics or delivery industry
• Knowledge of customer relationship management (CRM) software and other customer operations tools
• Certifications or training in customer success, customer operations, or a related field
• Experience with data analysis and reporting tools, such as Excel, Tableau, or Power BI
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously

Skills and Competencies

To succeed as a Customer Operations Team Lead at blithequark, you will need to possess a range of skills and competencies, including:

• Strong leadership and management skills, with the ability to motivate and develop high-performing teams
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, stakeholders, and team members
• Strong analytical and problem-solving skills, with the ability to leverage data to drive decision-making and process improvements
• Ability to work in a fast-paced, dynamic environment, with a high degree of flexibility and adaptability
• Strong customer-centric approach, with a focus on delivering exceptional customer experiences and driving customer success

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Operations Team Lead, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional development training and certification programs
• Mentorship and coaching from experienced leaders
• Opportunities for career advancement and promotion
• Access to industry conferences and events
• A culture of continuous learning and improvement

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment. Our company culture is built on a foundation of values that include customer-centricity, innovation, and excellence. As a team member, you can expect:

• A collaborative and inclusive work environment
• A culture of open communication and transparency
• Opportunities for feedback and recognition
• A comprehensive benefits package, including competitive compensation, health insurance, and retirement savings
• A flexible work schedule, with opportunities for remote work and flexible hours

Compensation, Perks, and Benefits

At blithequark, we offer a comprehensive compensation and benefits package that includes:

• Competitive salary and bonus structure
• 100% covered health insurance premiums for yourself and your family
• 401(k) with company match
• Tuition and student loan repayment assistance
• Flexible work schedule, with unlimited PTO and monthly 3-day weekends
• Monthly WFH stipend and paid sabbatical leave
• Access to the latest technology and tools

Conclusion

If you are a motivated and experienced customer operations professional looking for a new challenge, we encourage you to apply for the Customer Operations Team Lead role at blithequark. With its innovative approach to logistics and delivery, blithequark is an exciting and dynamic company to work for, with a strong focus on customer success and employee development. As a Customer Operations Team Lead, you will play a critical role in driving account success, optimizing processes, and fostering a high-performing team. Don't miss this opportunity to join a leading company in the logistics industry and take your career to the next level. Apply now to become a part of the blithequark team and start building a rewarding and challenging career in customer operations.