Director, Customer Experience – Crafting Exceptional Experiences for blithequark's SMBs

At blithequark, we're dedicated to revolutionizing the way businesses interact with their customers. As a Director of Customer Experience, you'll play a pivotal role in shaping the future of our customer support experience, driving innovation, and fostering a culture of excellence. If you're passionate about delivering world-class customer experiences, leading high-performing teams, and collaborating with cross-functional teams to drive business growth, we want to hear from you.

About blithequark

blithequark is a leading provider of innovative solutions for small and medium-sized businesses (SMBs). Our mission is to empower entrepreneurs and business leaders to succeed in an ever-evolving market. We're committed to delivering exceptional customer experiences, driving business growth, and fostering a culture of innovation and collaboration.

Key Responsibilities

As a Director of Customer Experience, you'll be responsible for:

• Delivering an exceptional support experience for our SMBs, providing empathetic, informative, and timely responses that meet their evolving needs.
• Identifying opportunities to improve the customer experience journey, automating steps, reducing friction, and providing resources and support for agents to handle increasing types of questions and issues.
• Driving monthly, quarterly, and annual execution of your team's KPIs and strategic plans, using a process-oriented and data-driven approach.
• Championing customer priorities cross-functionally, collaborating with product teams to influence customer experience initiatives within the product roadmap.
• Maintaining full visibility and status on cross-functional efforts to deliver feedback surfaced by our customers.
• Designing and developing process improvements to enhance the customer experience journey.
• Hiring and building a high-performing team through strong mentorship and talent development, while identifying key opportunities for growth and up-leveling.
• Driving best practices and continuous improvement, including building a customer experience playbook.
• Collaborating with the risk leadership team on forward-thinking initiatives to ensure our CX delivery model evolves as the business continues to scale.
• Exploring partnerships, including working with Business Process Outsourcing resources.
• Championing ongoing learning and continuous improvement across your team and our business, providing support, education, and training to different teams to build a world-class customer experience team.

Requirements

To succeed in this role, you'll need:

• 6+ years of experience in Customer Experience/Support, with a proven track record of delivering exceptional customer experiences.
• 5+ years of experience in a people leadership capacity, with a strong ability to develop, coach, and mentor high-performing teams.
• Experience developing, coaching, and mentoring high-performing teams, with a focus on driving growth and improvement.
• Fintech experience is an asset, but not required.
• Strong collaboration, organization, and execution skills, with excellent communication skills.
• A keen analytical approach to identifying trends, issues, and opportunities, with a process-oriented mindset.
• A passion for teamwork and commitment to building a world-class global customer experience engine.
• Empathy and humility, with the ability to truly understand the needs of SMBs and teams.

Bonus Points

If you have:

• Experience maximizing the potential of Zendesk when it comes to reporting and analytics.
• Joined a company at its early stages and have seen it through scale.
• Experience working in a fintech startup.

Benefits

As a member of the blithequark team, you'll enjoy:

• Competitive salary and meaningful equity: every team member gets a piece of the pie.
• Comprehensive health benefits: we offer full health benefits + an HSA/WSA starting from day 1 so you get the coverage you need.
• Considerable vacation/end-of-year holiday shutdown: we take time off to reset and recharge so we come back better for our customers.
• Personal and professional growth: support from leaders who care about your growth and success through regular feedback and coaching. Our goal is to make blithequark a step-change career opportunity.
• Top-tier equipment: we'll make sure you have everything you need to produce your best work.
• Team-first culture: we're passionate about working collaboratively, bonding through team events, and most importantly having fun.

Join the blithequark Team

If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and collaborating with cross-functional teams to drive business growth, we want to hear from you. Apply now to become a part of the blithequark team and help shape the future of customer experience. Apply for this job