Experienced Manager, Customer Experience Partner Success – Enhancing Global Support Operations and Delivering Exceptional Customer Experience

Introduction to blithequark

At blithequark, we are passionate about empowering local economies and making a meaningful impact on the lives of our customers, partners, and communities. As a technology and logistics company, we have started with door-to-door delivery and are now expanding our horizons to become the go-to platform for delivering any and all goods. Our mission is built on the principles of empathy, innovation, and customer satisfaction, and we are committed to creating a work environment that fosters happiness, healthiness, and overall well-being for our team members.

About the Role

We are seeking an experienced Manager, Customer Experience Partner Success to join our team and play a critical role in managing the support experience of our international last-mile logistics platform. As a key member of our customer experience team, you will be responsible for enhancing the quality of the customer support experience by partnering with support partners (BPOs) to ensure their quality meets blithequark's expectations, including First Contact Resolution, Customer Satisfaction scores, and other support metrics.

Key Responsibilities

• Create new and utilize existing reporting to identify areas to improve performance metrics and productivity through quality monitoring.
• Execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents).
• Partner with training and content to reinforce compliance with new launches, processes, and policies.
• Maintain multiple sites' quality performance within a calibrated target.
• Perform business reviews with Support Partner Teams.
• Identify, recommend, and formulate process and project improvements.
• 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.
• Other projects assigned by management or as needed.

Essential Qualifications

• BA/BS degree in quantitative or business fields 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 - root cause analysis is your specialty.
• Strong written, verbal, and visual communication skills, with the ability to present complex information clearly and concisely.
• Well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities.

Preferred Qualifications

• Experience working in a fast-paced, constantly changing, team-oriented environment.
• Ability to manage multiple deadlines simultaneously and prioritize tasks effectively.
• Owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better.
• Comfortable with travel (up to 20% international and domestic) and flexible with work arrangements.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to supporting the growth and development of our team members. As a Manager, Customer Experience Partner Success, you will have the opportunity to work on complex projects, collaborate with cross-functional teams, and develop your skills in areas such as data analysis, quality monitoring, and process improvement. Our comprehensive training programs and mentorship opportunities will help you build a strong foundation for success and advance your career in the industry.

Work Environment and Company Culture

Our work environment is dynamic, innovative, and inclusive, with a strong focus on teamwork, collaboration, and open communication. We believe in empowering our team members to take ownership of their work, make impactful decisions, and drive meaningful change. Our company culture is built on the principles of empathy, diversity, and inclusion, and we strive to create a workplace where everyone feels valued, respected, and supported.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a location-specific base salary range, opportunities for equity grants, and a comprehensive benefits package that includes healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, paid time off, paid parental leave, and several paid holidays. Our perks and benefits are designed to support the overall well-being of our team members and help them thrive in their careers.

Conclusion

If you are a motivated and experienced professional looking to make a meaningful impact in the customer experience industry, we encourage you to apply for this exciting opportunity at blithequark. As a Manager, Customer Experience Partner Success, you will play a critical role in shaping the future of our company and delivering exceptional customer experiences that exceed our customers' expectations. Join our team and be part of a dynamic, innovative, and inclusive work environment that values diversity, empathy, and customer satisfaction.

Apply now and take the first step towards an exciting and rewarding career at blithequark!