**Director, Customer Service – Crafting Exceptional Customer Experiences at blithequark**

Are you a customer-centric leader with a passion for driving exceptional customer experiences? Do you thrive in fast-paced environments with constant change and a rapidly growing team? If so, we invite you to join blithequark as our Director of Customer Service, where you will play a pivotal role in shaping the future of customer service and delighting our customers. **About blithequark** blithequark is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. Our mission is to provide a seamless and enjoyable experience for our customers, and we're committed to making a positive impact on their lives. As a remote-first company, we're proud to offer a flexible and inclusive work environment that allows our team members to thrive from anywhere in the U.S. **Your Role** As our Director of Customer Service, you will lead the delivery of all aspects of our Customer Care teams in an omni-channel environment, including phone, email, chat, cases, and more. You will be responsible for crafting a culture of delighting our customers and driving exceptional customer experiences through customer-centric thinking that positively impacts our Customer Satisfaction and Net Promoter Scores. Your key responsibilities will include: * Developing 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. * Leading the scaling of the team in a hyper-growth environment, including 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 improving the Customer Experience across our key channels and products by using insights on NPS, CSAT, CES, and other identified metrics. * Delivering on defined Objectives and Key Results (OKRs) and performance measures against company goals. * Using strong presentation and communication skills to report findings and recommendations to Leadership and business leadership teams. * Keeping ahead of industry developments and applying best practices to areas of improvement. * Identifying and implementing strategic changes in the team to generate efficiencies and drive better customer experiences while ensuring the teams adhere to regulatory and compliance requirements. **What We Look For** We're seeking a seasoned leader with a proven track record of delivering extremely high levels of satisfaction across a customer base while also taking pride in driving operational efficiencies. Our ideal candidate will have: * 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, making measured, objective, data-driven decisions. * A 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. **What We Offer** As a Director of Customer Service at blithequark, you will enjoy a competitive salary, comprehensive benefits package, and opportunities for career growth and development. Our remote-first work environment allows you to work from anywhere in the U.S., and we offer flexible working hours to ensure a healthy work-life balance. You will also have access to our state-of-the-art technology, training, and development programs to help you succeed in your role. **Inclusivity** At blithequark, we believe that diversity and inclusion are vital to our priorities as an equal opportunity employer. We're committed to 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. **How to Apply** If you're a customer-centric leader with a passion for driving exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you! Apply Job! Apply for this job