Experienced Customer Care Manager for Device Support – Leading High-Performing Teams and Delivering Exceptional Customer Experiences at blithequark

Introduction to blithequark and the Industry

blithequark is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy. The restaurant industry is one of the most diverse and dynamic sectors, and blithequark is at the forefront of providing innovative solutions to meet the evolving needs of restaurants. As a leader in the industry, blithequark is committed to creating an accessible and inclusive hiring process, and we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process.

About the Role

As a Customer Care Manager at blithequark, you will actively manage a team of agents for the Device campaign, overseeing the customer journey for those experiencing blithequark Device issues throughout the care experience. You will work with cross-functional internal teams such as Restaurant Success, Sales, and Onboarding to create process and support guidelines. To thrive as a Customer Care Manager at blithequark, you are resilient, motivated to coach a team on delivering high-quality customer interactions, and excel in ambiguous environments.

Key Responsibilities

• Manage and coach a team of agents while monitoring their attendance and schedule adherence throughout the day
• Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support
• Train and develop members of the team on process, technical troubleshooting, and new product knowledge
• Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
• Communicate and influence new ideas for improvement with a solutions-oriented mindset
• Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations

Essential Qualifications

To be successful in this role, you will have:

• 3+ years of experience performance managing and coaching, for instance, a Team Lead or Manager
• 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• Success operating independently and navigating competing priorities in a constantly changing environment
• Experience solving complex customer issues with a sense of urgency and professionalism
• Experience with networking troubleshooting tools, such as Meraki Dashboard and Ubiquiti Dashboard

Preferred Qualifications

While not essential, the following skills and experiences are highly desirable:

• Experience answering incoming phone calls and ticketing systems
• Experience working in the tech industry or for a SaaS company
• Open to schedules that may include weekends, holidays, and nights
• POS technical understanding with networking devices and connectivity

Career Growth Opportunities and Learning Benefits

At blithequark, we believe in empowering our employees to grow and develop their skills. We provide opportunities for professional development, training, and education to help you advance in your career. Our commitment to learning and growth is reflected in our AI at blithequark initiative, where we provide tools and resources to help our employees build and learn new skills.

Work Environment and Company Culture

blithequark is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We believe that our employees are our secret ingredient, and when they thrive, we thrive. We foster a culture of connection, collaboration, and innovation, and we are dedicated to making a positive impact on the restaurant community.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation and benefits package that includes:

• A base salary range of $72,000 - $115,000 USD, depending on skills and experience
• Cash compensation, including overtime, bonus/commissions, and equity (if eligible)
• A comprehensive benefits package that includes health, dental, and vision insurance, as well as retirement savings and paid time off
• Opportunities for professional development and growth
• A dynamic and inclusive work environment that values diversity, equity, and inclusion

Conclusion

If you are a motivated and experienced customer care professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Care Manager, you will play a critical role in delivering exceptional customer experiences and driving business success. Don't miss out on this chance to join our team and make a real difference in the restaurant industry. Apply today and become a part of the blithequark family!

blithequark is an equal opportunities employer, and we welcome applications from diverse candidates. If you need an accommodation to access the job application or interview process, please contact us at [email protected].

For more information about blithequark and our career opportunities, please visit our website at https://careers.blithequark.com. We look forward to hearing from you!