Join the Team at blithequark
blithequark is a leading technology and logistics company that has revolutionized the way people access goods and services. Our mission is to empower local economies by providing a platform that connects consumers, merchants, and Dashers. We're growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers.
About the Role
We're looking for an experienced Manager, Customer Experience Partner Success to manage the support experience of our international last-mile logistics platform. As a Manager, Customer Experience Partner Success, you will play a critical role in enhancing the quality of the customer support experience by partnering with support partners (BPOs) to ensure their quality meets blithequark expectations. You'll be responsible for creating new and using existing reporting to identify areas to improve performance metrics and productivity through quality monitoring, executing quality monitoring programs, and partnering with training and content teams to reinforce compliance with new launches, processes, and policies.
Key Responsibilities:
- Develop and implement quality monitoring programs to measure and improve customer support experience
- Analyze data and identify trends to inform business decisions and drive process improvements
- Partner with support partners (BPOs) to ensure their quality meets blithequark expectations
- Collaborate with training and content teams to reinforce compliance with new launches, processes, and policies
- Perform business reviews with Support Partner Teams to identify areas for improvement
- Identify, recommend, and formulate process and project improvements to enhance customer experience
- Work cross-functionally to identify areas of opportunity for blithequark to improve its business by understanding customer needs
- Identify and report on trends early and often to inform business decisions
- Manage multiple sites' quality performance within a calibrated target
- Perform other projects assigned by management or as needed
Requirements and Qualifications
Essential Qualifications:
- Bachelor's degree in a quantitative or business field or an additional four years of work experience in quantitative or business areas
- 3+ years of support operations experience managing support KPIs such as CSAT
- Proven track record of driving operations excellence and quality improvements across multiple support sites
- Analytical and data-driven, with experience distilling large data sets to actionable insights
- Strong written, verbal, and visual communication skills
- Well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities
- Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously
Preferred Qualifications:
- Experience working in a technology or logistics company
- Familiarity with customer support metrics and quality monitoring programs
- Experience with data analysis and reporting tools
- Certifications in customer support or operations management
What We Offer
Compensation and Benefits:
We offer a comprehensive compensation package that includes:
- Base salary ranging from $112,200 to $165,000 USD, depending on location and experience
- Opportunities for equity grants
- Comprehensive benefits package, including 401(k) plan with an employer match, paid time off, paid parental leave, wellness benefits, and several paid holidays
- Medical, dental, and vision benefits, disability and basic life insurance, family-forming assistance, a commuter benefit match, and a mental health program
Career Growth and Learning:
At blithequark, we're committed to supporting employees' happiness, healthiness, and overall well-being. We offer:
- Opportunities for career growth and professional development
- Training and development programs to enhance skills and knowledge
- A fast-paced and dynamic work environment that encourages innovation and creativity
Work Environment and Culture:
Our work environment is:
- Collaborative and team-oriented
- Fast-paced and dynamic
- Committed to diversity, equity, and inclusion
- Focused on empowering local economies and making a positive impact
How to Apply
If you're excited about this opportunity and have the skills and experience we're looking for, please apply to join our team at blithequark. We can't wait to hear from you!
blithequark is an equal opportunities employer and welcomes applications from all qualified candidates.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
If you need any accommodations, please inform your recruiting contact upon initial connection.
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