Experienced Customer Service Manager - Bi-Lingual Spanish Required for Strategic Leadership in Customer Success Solutions

Introduction to blithequark At blithequark, we are dedicated to delivering exceptional customer experiences that drive retention, reduce churn, and increase satisfaction. As a leader in our industry, we recognize the importance of a customer-centric approach and are seeking an experienced Customer Service Manager who shares our vision. This hybrid role offers the flexibility to be based in our RTP, NC office or our office in Boca Raton, FL, and requires bi-lingual proficiency in Spanish. Job Overview As a Customer Service Manager at blithequark, you will be responsible for designing, managing, and maintaining customer success solutions that prioritize the needs of our donors and plasma centers.Your expertise in customer research, experience design, and process improvement will be essential in driving our customer-centric strategy forward. You will collaborate with cross-functional teams, including Operations, Public Affairs, Quality, and Marketing, to address issues impacting the customer experience and ensure a consistent donor experience across all platforms. Primary Responsibilities Develop and implement customer service standard guidelines and policies to enhance satisfaction and key metrics across all platforms Collaborate with teams to address issues impacting the customer experience and provide solutions for tickets from Donor centers and Donors Lead and support customer care, focusing on training, performance management, and aligning team goals with business objectives to improve service quality Represent customer needs in cross-departmental discussions and advocate for personalized, customer-focused service experiences Use customer feedback to influence decision-making and operational improvements, providing guidance to support improvement initiatives and drive change Manage the customer care department's budget and identify opportunities to optimize costs while maintaining high service quality Stay updated on industry trends and emerging technologies, preparing customer care operations for growth and scalability during peak periods or geographic expansion Partner with the Donor Technology Team to enhance service delivery and understand and comply with regulatory requirements for the plasma industry Additional Responsibilities In addition to your primary responsibilities, you will collaborate with colleagues and cross-functional groups on projects and strategies to reach operational targets.Your ability to work independently, manage diverse efforts, and navigate ambiguity and change with an entrepreneurial mindset will be essential in driving success. Knowledge, Skills, and Abilities To be successful in this role, you will possess a customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum. Your strong background in customer research and analytics techniques, process improvement, human-centered design, and performance management will be essential in driving our customer-centric strategy forward.You will also have: Proficiency in Salesforce Service Cloud, including case management, workflows, and reporting Ability to configure dashboards and track KPIs using Salesforce Ability to create long-term strategies for scaling operations during peak periods or geographic expansion Strong problem-solving and decision-making capabilities Excellent interpersonal skills, with the ability to interact and collaborate with culturally diverse stakeholders Proven ability to manage diverse efforts, navigate ambiguity and change, and lead, train, and mentor customer service teams Bi-lingual proficiency in Spanish Education and Experience We are seeking a candidate with a BS Degree in Business Administration, Marketing, or Communications, and a minimum of 5 years of working experience focusing on customer-management roles, such as voice of customer, experience design, customer care, customer intelligence, or customer loyalty.You will also have a minimum of 3 years of working experience with Salesforce Sales and Service Clouds and be comfortable presenting to C-level and senior leadership teams. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Service Manager, you will have access to training and development opportunities, including workshops, conferences, and online courses, to enhance your skills and knowledge. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.Work Environment and Company CultureOur office environment is dynamic and collaborative, with a focus on innovation and customer-centricity. We value diversity, equity, and inclusion, and are committed to creating a workplace culture that is respectful, inclusive, and supportive of all employees. As a Customer Service Manager, you will be an integral part of our team, working closely with colleagues to drive success and deliver exceptional customer experiences. Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including health insurance, retirement savings, and paid time off.You will also have access to a range of perks, including professional development opportunities, employee recognition programs, and a dynamic work environment that is designed to support your well-being and success. Conclusion If you are a motivated and experienced customer service professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Manager at blithequark, you will have the chance to make a real difference in the lives of our donors and plasma centers, while also advancing your career and developing your skills and knowledge.Don't miss out on this opportunity to and contribute to our mission of delivering exceptional customer experiences.