Experienced Customer Care Manager – Driving Exceptional Customer Experiences at blithequark

Are you a seasoned customer care professional with a passion for delivering exceptional customer experiences? Do you have a proven track record of leading high-performing teams and driving business growth through customer-centric initiatives? If so, we invite you to join blithequark as our Customer Care Manager, where you will play a critical role in shaping the future of customer care and support. About blithequark blithequark is a leading innovator in the industry, dedicated to empowering individuals and businesses to achieve their full potential. Our mission is to provide cutting-edge solutions that make a meaningful impact on people's lives. As a Customer Care Manager at blithequark, you will be part of a dynamic team that is passionate about delivering exceptional customer experiences and driving business growth through customer-centric initiatives. Responsibilities As a Customer Care Manager at blithequark, you will be responsible for leading, coaching, and guiding direct reports on leading practice customer service principles and practical application. You will execute on strategic initiatives as defined by the Global Head of Support and Organizational Risk, and assist the Head of Global Customer Support and Organizational Risk in developing team-level initiatives that will improve efficiency and optimize operations of the Customer Care department. Some of your key responsibilities will include: * Leading, coaching, and guiding direct reports on leading practice customer service principles and practical application * Executing on strategic initiatives as defined by the Global Head of Support and Organizational Risk * Assisting the Head of Global Customer Support and Organizational Risk in developing team-level initiatives that will improve efficiency and optimize operations of the Customer Care department * Supporting the Wellness purpose and driving the Care team to provide exceptional customer service and optimal customer resolutions * Monitoring operational efficiency of tools, processes, and team performance aligned to key metrics, taking necessary action to enhance and improve for better customer outcomes * Representing Care at a project level when required, offering input and insights that will enhance the customer experience while ensuring the business is aware of customer risks * Managing complex customer escalations from a customer care perspective and working with other business units to ensure customer problems are promptly resolved * Driving high customer satisfaction across all Customer Care channels Requirements To be successful in this role, you will need to have: * 5+ years' experience in a Customer Manager role * Vision and leadership skills to delegate tasks and set clear goals * Ability to innovate and seek better ways to address customer pain points * Commercial mindset with attention to detail to drive results that meet commercial goals * Excellent resource and time management skills * Strong relationship management skills with core internal partners * Ability to learn quickly and adapt to new challenges * Practices attentive and active listening skills * Team player who encourages collaboration and can solve problems effectively * Strong planning and delivery skills to scope out tasks and deliver projects on time Nice-to-haves While not required, experience in the beauty and salon industry, as well as familiarity with SaaS solutions and customer engagement applications, would be a plus. Benefits As a valued member of the blithequark team, you will enjoy a range of benefits, including: * Flexibility to work where/how you want within your country of employment - in-office, remote, or hybrid * Continued investment in your professional development through Udemy * Robust health and wellness benefits, including an annual wellness stipend * 401k with up to a 4% match and immediate vesting * Flexible and generous (FTO) time-off * Employee Stock Purchase Program * Student Loan Repayment Program What We Offer At blithequark, we are committed to creating a work environment that is inclusive, supportive, and empowering. We believe in fostering a culture of collaboration, innovation, and continuous learning, and we are dedicated to helping our employees grow and develop their careers. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to as a Customer Care Manager at blithequark. To apply for this role, please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!