Experienced Customer Experience Team Lead – Ecommerce Support and Leadership Role at blithequark

Welcome to blithequark

blithequark is a fast-growing consumer electronics brand with a strong presence on Amazon and other marketplaces. We are passionate about delivering exceptional products and services to our customers, and we're seeking a thoughtful, experienced, and hands-on leader to join our Customer Experience team. As a leader in the ecommerce industry, blithequark is committed to providing top-notch customer service, and we're looking for someone who shares our vision and values.

About the Role

We're looking for a hands-on, service-oriented team leader to join our Customer Experience team at our Brooklyn HQ. This in-office role is perfect for someone passionate about delivering exceptional service, thriving in a fast-paced environment, and experienced in managing support teams and marketplace operations. As a Customer Experience Team Lead at blithequark, you will be responsible for leading and coaching our customer service team, taking ownership of escalated issues, and working closely with product, operations, and sales teams to flag issues, improve processes, and ensure the customer experience keeps getting better.

Key Responsibilities

• Lead and coach our customer service team to ensure they have the skills and knowledge needed to provide exceptional customer service
• Take ownership of escalated issues on Amazon, Walmart, Shopify, and other marketplaces, and work to resolve them in a timely and professional manner
• Work with vendors and ESMs to close out product and ticket issues, and ensure that all customer concerns are addressed
• Track and improve key KPIs like first response time, resolution time, and CSAT, and use data to inform decisions and drive improvements
• Maintain internal SOPs, templates, and workflows, and ensure that all team members are trained and up-to-date on the latest processes and procedures
• Partner with product and sales teams to fix recurring issues, and work to identify and implement process improvements that will enhance the customer experience
• Stay updated on Amazon rules and lead compliance efforts, and ensure that all team members are aware of and adhering to the latest regulations and guidelines

What We're Looking For

We're looking for a team leader who is action-oriented, curious, and committed to delivering exceptional customer service. You should be someone who leads by example, takes initiative, and drives results. You should be customer-obsessed, quality-focused, and team-driven, with a passion for coaching and developing others. You should be comfortable using tools like Zendesk, Gorgias, or similar, and have experience with Amazon Seller Central.

Essential Qualifications

• 2 to 3 years leading support teams or working in ecommerce support, with a proven track record of success
• Amazon Seller Central experience is required, with a strong understanding of Amazon's policies and procedures
• Strong communication skills both spoken and written, with the ability to communicate effectively with customers, team members, and stakeholders
• Comfortable using tools like Zendesk, Gorgias, or similar, with the ability to learn and adapt to new systems and technologies
• Detail-oriented, organized, and focused on solutions, with a passion for delivering exceptional customer service
• Able to work full-time in office at our Brooklyn HQ, with a strong commitment to being present and engaged with the team

Preferred Qualifications

• Experience working in a fast-paced ecommerce environment, with a strong understanding of the challenges and opportunities of this space
• Strong analytical and problem-solving skills, with the ability to use data to inform decisions and drive improvements
• Experience with process improvement and implementation, with a passion for identifying and addressing inefficiencies
• Strong leadership and coaching skills, with the ability to motivate and develop team members
• Experience working with cross-functional teams, including product, operations, and sales

Skills and Competencies

To be successful in this role, you will need to possess a range of skills and competencies, including:

• Communication skills: The ability to communicate effectively with customers, team members, and stakeholders, both written and verbal
• Problem-solving skills: The ability to analyze problems, identify solutions, and implement changes
• Leadership skills: The ability to motivate and develop team members, and to lead by example
• Time management skills: The ability to prioritize tasks, manage multiple projects, and meet deadlines
• Adaptability: The ability to adapt to changing circumstances, including changes in policies, procedures, and technologies

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Experience Team Lead, you will have the opportunity to develop your skills and knowledge, and to take on new challenges and responsibilities. You will be part of a fast-paced and dynamic team, and will have the opportunity to contribute to the growth and success of the company.

Work Environment and Company Culture

Our Brooklyn HQ is a vibrant and dynamic workspace, with a strong focus on collaboration and teamwork. We are a small team with a big impact, and we are passionate about delivering exceptional customer service. We offer a range of perks and benefits, including a competitive salary, opportunities for growth and development, and a fun and supportive work environment.

Compensation, Perks, and Benefits

We offer a competitive salary range of $70,000 to $100,000 per year, depending on experience. We also offer a range of perks and benefits, including:

• Health insurance: We offer a range of health insurance options, including medical, dental, and vision
• Retirement savings: We offer a 401(k) plan, with a company match
• Paid time off: We offer a generous paid time off policy, including vacation days, sick leave, and holidays
• Professional development: We offer opportunities for growth and development, including training and education programs

Conclusion

If you are a motivated and experienced customer service professional, with a passion for delivering exceptional service and leading high-performing teams, we want to hear from you. Please apply to join our team as a Customer Experience Team Lead, and take the first step towards a rewarding and challenging career with blithequark. We look forward to hearing from you!