Experienced Director of Customer Service – Omni-Channel Customer Experience Leader for blithequark

Introduction to blithequark

blithequark is revolutionizing the financial services industry by making credit more honest and friendly, offering consumers the flexibility to buy now and pay later without hidden fees or compounding interest. As a leader in the fintech space, blithequark proudly prioritizes customer satisfaction and experience, ensuring that every interaction with our brand is positive and empowering. We are now seeking an exceptional Director of Customer Service to join our team and drive our customer-centric mission forward.

Job Overview

The Director of Customer Service will be responsible for crafting a culture of customer delight, driving exceptional customer experience, and positively impacting our Customer Satisfaction and Net Promoter Scores. This role will lead the delivery of all aspects of our Customer Care teams in an omni-channel environment, including the development of people, managing performance, and ensuring the conditions for success are in place. The ideal candidate will be a seasoned leader who can help us shift from traditional call center metrics to a customer-centric approach, solving problems while demonstrating care and empathy.

Key Responsibilities

• Develop a high-performing team by defining talent needs, building a diverse team, and retaining top talent through empowerment, trust, and support
• Lead the scaling of the team in a hyper-growth environment, managing change resilience and minimizing performance impacts
• Accountable for the day-to-day operations and performance of our Customer Care teams, including qualitative and quantitative targets to improve overall customer experience and productivity
• Consistently improve the Customer Experience across our key channels and products using insights from NPS, CSAT, CES, and other identified metrics
• Deliver on defined Objectives and Key Results (OKRs) and performance measures against company goals
• Use strong presentation and communication skills to report findings and recommendations to Leadership and business leadership teams
• Stay ahead of industry developments and apply best practices to areas of improvement
• Identify and implement strategic changes in the team to generate efficiencies and drive better customer experiences while ensuring regulatory and compliance requirements are met

Essential Qualifications

The ideal candidate will have:

• 7+ years of experience in a management or leadership position, preferably in the financial services, fintech space, or sophisticated operational or transactional processing role
• A proven track record of delivering extremely high levels of satisfaction across a customer base while driving operational efficiencies
• A forward-thinking approach with the ability to problem-solve sophisticated issues and drive shared goals and outcomes across internal and external teams
• Demonstrated partnership, relationship-building, and driving to mutual understanding at all levels of an organization
• Experience in building world-class teams by developing empathetic people managers and a team of customer advocates and product evangelists
• Maintains composure and acts as a role model to the team when presented with barriers or unexpected results
• Strong customer empathy and service level focus

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience working in a remote or distributed team environment
• Familiarity with omni-channel customer service platforms and tools
• Experience with data analysis and performance metrics to drive decision-making
• Knowledge of regulatory and compliance requirements in the financial services industry

Skills and Competencies

The successful candidate will possess:

• Excellent communication, presentation, and interpersonal skills
• Strong leadership and management skills, with the ability to motivate and empower teams
• Proven problem-solving and analytical skills, with the ability to drive strategic change
• Ability to work in a fast-paced environment with constant change and a rapidly growing team
• Strong customer-centric mindset, with a focus on delivering exceptional customer experiences

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Director of Customer Service, you will have access to:

• Professional development opportunities, including training and mentorship programs
• Career advancement opportunities, with a clear path for growth and progression
• Access to industry-leading tools and technologies, with opportunities to develop new skills and expertise
• A collaborative and supportive work environment, with a focus on teamwork and knowledge-sharing

Work Environment and Company Culture

blithequark is proud to be a remote-first company, with a culture that prioritizes flexibility, autonomy, and work-life balance. Our team is passionate about delivering exceptional customer experiences, and we are committed to creating a positive and inclusive work environment that supports the well-being and success of all employees.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including:

• A salary range that reflects your experience and qualifications
• A comprehensive benefits package, including health, dental, and vision insurance
• A 401(k) matching program, with opportunities to save for your future
• Access to flexible work arrangements, including remote work options and flexible hours
• A dynamic and supportive work environment, with opportunities for growth and development

Conclusion

If you are a motivated and experienced customer service leader looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Director of Customer Service, you will play a critical role in shaping our customer-centric strategy and driving exceptional customer experiences. Don't miss this chance to join a dynamic and growing team that is passionate about making a positive impact in the financial services industry. Apply now to take the first step in your journey with blithequark!