Director of Customer Care – Strategic Leader for Exceptional Customer Experience and Operational Excellence at blithequark

Welcome to blithequark

At blithequark, we are on a mission to revolutionize the live TV streaming industry by building the world's leading global platform with unparalleled premium content and interactivity. With operations in the U.S., Canada, France, and Spain, and a growing technology center in Bangalore, India, we are rapidly expanding our team to drive innovation and excellence. Our commitment to diversity and inclusion is at the heart of everything we do, and we encourage talented individuals from all backgrounds to join our dynamic team.

About the Role

We are seeking an experienced and dynamic Director of Customer Care to lead our customer support team and drive exceptional customer experience. As a strategic leader, you will be responsible for developing and executing strategies that enhance customer satisfaction, streamline service operations, and improve overall efficiency. You will work cross-functionally with other departments to implement best practices, monitor key performance indicators (KPIs), and foster a customer-centric culture throughout the organization.

Key Responsibilities

• Oversee day-to-day operations, including operation teams, quality assurance, and scheduling/staffing for remote blithequark teams
• Manage outsourced vendor partners and own key KPIs for all Business Process Outsourcers (BPOs)
• Develop and implement strategies for customer service, including evaluation of success measures and operational efficiency
• Manage departmental budgets and ensure cost-effective service operations
• Influence and make decisions on front-line policies and procedures regarding KPIs, motivation, rewards, discipline, conflict resolution, interviews, attendance, and training
• Oversee the identification, development, analysis, and improvement of team performance and/or business objectives
• Travel internationally (~25%) to drive business growth and collaboration
• Leverage data to make informed decisions on behalf of the customer experience field team to influence process improvement opportunities
• Recommend plans for training, quality assessment, staffing, shift assignments, and all other agent-impacting projects supported by global functional teams
• Validate and approve vendor invoices and conduct performance reviews for direct reports

Essential Qualifications

• 7+ years of contact center people management experience, leading mid-to-large size groups with a proven track record of success
• Strong knowledge of contact-center operational procedures and metrics
• Strong leadership and team management skills with the ability to motivate and inspire employees
• Ability to thrive under pressure and handle critical issues calmly and respectfully
• Availability to work irregular hours, including holidays, nights, and weekends
• A Bachelor's Degree from an accredited university

Preferred Qualifications

• Experience working in a fast-paced, dynamic environment with a strong focus on customer experience
• Knowledge of industry-leading customer service platforms and tools
• Experience with data analysis and performance metrics to drive business decisions
• Strong communication and interpersonal skills with the ability to build relationships with cross-functional teams

What We Offer

At blithequark, we offer a highly competitive compensation package based on experience and market standards. Our benefits include:

• A robust benefit package, including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
• Free Premium blithequark Account
• Unlimited PTO days and regular company-wide activities
• Opportunities for professional growth and development in a rapidly expanding company
• A dynamic and inclusive work environment with a team of talented and passionate individuals

Compensation and Benefits

The minimum base salary for this role at blithequark is $130,000 per year, with a maximum base salary of $170,000 per year. This role is also eligible to participate in blithequark's equity plan, annual cash bonus plans, and a full range of medical benefits. The final offer amount will be at the company's sole discretion and determined by multiple factors, including years and depth of experience and expertise, location, and other business considerations.

Why Join blithequark?

At blithequark, we are committed to excellence through diversity and inclusion. We believe that our team members are our greatest asset, and we strive to create a work environment that is collaborative, dynamic, and supportive. As a Director of Customer Care, you will have the opportunity to make a significant impact on our customer experience and drive business growth. If you are a motivated and experienced leader with a passion for customer service, we encourage you to apply for this exciting opportunity.

How to Apply

To apply for this role, please submit your application, including your resume and a cover letter, to our website. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Conclusion

At blithequark, we are dedicated to building a world-class customer experience team, and we believe that this role is a critical part of that effort. If you are a strategic leader with a passion for customer service, we encourage you to join our team and help us drive innovation and excellence in the live TV streaming industry. Apply today to become a part of our dynamic team and take your career to the next level!

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