**Experienced Customer Care Systems Lead – Mental Health Technology Optimization**

At blithequark, we're revolutionizing the mental health care system by making it accessible to everyone. Our mission is to build a new mental health care system that everyone can access, and we're looking for a high-performing individual contributor to join our team as a Customer Care Systems Lead. As a key member of our Customer Experience (CX) team, you'll play a critical role in optimizing our tech stack to enhance the customer experience and support our growing customer base and team of agents. **About blithequark** blithequark is a Series D company with over $325m in funding from top investors, and we've grown into a diverse, national network of over 45,000 mental healthcare providers across all 50 states. Our software helps people find great therapists with the first software-enabled national network of providers accepting insurance. We're committed to making mental healthcare affordable and accessible to everyone, and we're looking for talented individuals who share our vision. **The Role** As a Customer Care Systems Lead, you'll be responsible for leading end-to-end technical projects that enhance our CX platforms, working with vendors and internal stakeholders to find ways to maximize existing tools and implement/integrate new tools into the CX ecosystem, and overseeing the daily operations of the CX team's tech stack to ensure SLAs are achieved and any issues are handled immediately. You'll also own the design, configuration, and maintenance of our systems and associated integrations, prioritize and resolve system issues using data to quantify impact, and implement and automate workflows within and across systems. **Key Responsibilities:** * Lead end-to-end technical projects that enhance our CX platforms * Work with vendors and internal stakeholders to find ways to maximize existing tools and implement/integrate new tools into the CX ecosystem * Oversee the daily operations of the CX team's tech stack to ensure SLAs are achieved and any issues are handled immediately * Own the design, configuration, and maintenance of our systems and associated integrations * Prioritize and resolve system issues using data to quantify impact * Implement and automate workflows within and across systems * Support initiatives to enable customers to self-serve and find ways to reduce friction and improve the customer experience * Represent the CX team on cross-functional initiatives to create and implement the best technical solutions for our customers and Customer Service representatives * Support our enablement team to help drive tool adoption across our teams **You'd be a great fit if:** * You've worked in a CX environment for 3+ years and have a strong understanding of CX metrics, processes, and tools * You have experience with tools like Zendesk, MaestroQA, Playvox, Forethought, etc. * You have run a CX integration project or implemented technical solutions * You love technology and finding ways to optimize existing tools or search out other tools that can solve an internal pain point * You're inspired by the goal of continuously improving the CX team's customer support tools and you're excited about the opportunity to work with the CX team to pursue blithequark's vision for the best-in-class provider, client, and agent experience * You have experience working with technical partners and translating business requirements into solutions * You thrive in ambiguity and seek out opportunities to dive into unfamiliar challenges, drive towards outcomes, and shape strategy * You have a bias to action towards driving and implementing process to improve quality and increase efficiency * You're an analytical and creative problem solver who digs into challenges, quantifies them, and creates "handmade" solutions * You're passionate about constant improvement and tackling operational challenges, proposing solutions, and measuring their impact * You thrive at taking a structured approach to solving problems and finding insights from testing and learning is one of your skills - whether your hypothesis was right or not * You're analytically-minded, operationally excellent, and unflappable in a fast-moving environment * You seek an environment that fosters individual growth through open-feedback and a high-autonomy * You're motivated by the opportunity to make an impact on one of our generation's defining problems, making mental healthcare affordable **Compensation and Benefits:** The expected base pay range for this position is $97,240 - $143,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for performance-based variable compensation and an equity grant, depending on the position and level. We're committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. **Benefits:** * Equity Compensation * Medical, Dental, and Vision coverage * HSA / FSA * 401K * Work-from-Home Stipend * Therapy Reimbursement * 16-week parental leave for eligible employees * Carrot Fertility annual reimbursement and membership * 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st * Flexible PTO * Employee Assistance Program (EAP) * Training and professional development **Diversity, Equity, and Inclusion:** We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. blithequark is committed to the full inclusion of all qualified individuals. As part of this commitment, blithequark will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview. **Work Environment:** blithequark employees work remotely across the US, with the option to work from offices in New York City, San Francisco, and Seattle. blithequark participates in E-Verify. To learn more, click here. **Apply Now:** If you're passionate about making mental healthcare accessible to everyone and you're looking for a challenging and rewarding role, apply now to join our team as a Customer Care Systems Lead. Apply for this job