Experienced Customer Service Training Specialist – Learning and Development Expert for World-Class Customer Care Team at blithequark

Introduction to blithequark

Imagine being part of a company that is revolutionizing the way people experience luxury, making high-quality products accessible to everyone without the hefty price tag. At blithequark, we are driven by a simple yet powerful mission: to challenge the status quo and provide exceptional value to our customers. Our story began with a vision to create products that rival those of leading luxury brands, but at a fraction of the cost. Today, we are a thriving retail and technology company, co-founded by a team of experienced professionals from renowned institutions like Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, and Nike.

Our Values and Culture

At blithequark, we live by a set of core values that guide everything we do. We put our Customer First, prioritizing their satisfaction above all else. We believe in High Quality, combining premium materials with rigorous production standards to create products that exceed expectations. Our approach to design is Essential, curating the best products and offering them at unbeatable prices. We strive to offer Always a Better Deal, innovating and being transparent about our pricing to ensure the best value for our customers and partners. Lastly, we are committed to being Environmentally and Socially Conscious, using sustainable materials and production methods that promote a cleaner environment and fair wages for workers.

Join Our Team

We are seeking a highly motivated and customer-focused Customer Service Training Specialist to join our team. As a Learning and Development expert, you will play a crucial role in supporting our Customer Care new hire onboarding, training, and ongoing development. The ideal candidate will have a background in customer service and retention, with a proven track record of driving continuous improvements through data analysis, adult learning modalities, and team development.

Key Responsibilities

• Coordinate new hire onboarding documentation and candidate onboarding experience
• Lead learning sessions utilizing various modalities to support new hire training
• Conduct weekly quality audits and knowledge checks to identify knowledge gaps and development needs
• Track and measure new hire performance, attrition, and knowledge gaps to continuously improve training materials and programs
• Implement new modalities to enhance customer experience, measured by decreased agent-driven DSATs and increased customer retention
• Schedule and deliver ongoing team continuous education sessions
• Support the Customer Care organization in creating and improving training materials as needed
• Actively seek ongoing skill development opportunities
• Become an expert in Gladly conversation and Customer Care workflow SOP
• Demonstrate problem-solving skills, reacting quickly and productively to resolve issues
• Embody our blithequark values and operating principles, prioritizing a Customer First mentality

Essential Qualifications

• Bachelor's Degree
• 3+ years of experience in Training/Learning development
• Experience delivering training/information to peers, hourly team members, and senior management
• Proficiency in computer usage
• Willingness to work different shifts as needed
• Ability to balance and prioritize multiple tasks
• Problem-solving skills, with the ability to react quickly and productively

Preferred Experience

• Understanding of contact center processes and flow
• Certification or greater in Instructional design and adult learning
• Prior experience in contact center management or leadership
• Evidence of ability to prioritize, manage, and complete projects with tight deadlines
• Experience delivering messages related to performance
• Ability to give and receive feedback effectively
• Ability to adapt to a fast-paced environment with changing circumstances, direction, and strategy
• Desire to thrive in a dynamic, growing environment
• Previous Kaizen/Continuous Improvement experience

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Service Training Specialist, you will have access to ongoing training and development opportunities, including:

• Professional development workshops and seminars
• Mentorship programs
• Cross-functional training and rotation opportunities
• Access to industry-leading tools and technologies
• Recognition and reward programs for outstanding performance

Work Environment and Company Culture

Our work environment is dynamic, collaborative, and fast-paced. We believe in fostering a culture of innovation, creativity, and open communication. As a member of our team, you can expect:

• A supportive and inclusive work environment
• Opportunities for professional growth and development
• Recognition and reward for outstanding performance
• Access to cutting-edge tools and technologies
• A fun and dynamic work atmosphere

Compensation and Benefits

We offer a competitive compensation package, including a salary range of $60,000-$65,000 USD, bonus eligibility, and a comprehensive benefits package. Our benefits include:

• Medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Flexible work arrangements
• Professional development opportunities

Conclusion

If you are a motivated and customer-focused individual with a passion for learning and development, we encourage you to apply for this exciting opportunity. As a Customer Service Training Specialist at blithequark, you will be part of a world-class team dedicated to delivering exceptional customer experiences. Join us in our mission to revolutionize the luxury industry and make a meaningful impact on our customers' lives. Apply now and take the first step towards an exciting and rewarding career with blithequark!