Introduction to blithequark
At blithequark, we are passionate about delivering exceptional customer experiences that exceed expectations and foster lasting relationships. As a leader in our industry, we recognize the importance of investing in our people and providing them with the tools, training, and support needed to succeed. Our mission is built on a foundation of integrity, respect, and a commitment to excellence, and we are seeking a talented and experienced Senior Manager Customer Care, Partner and Customer Service to join our team.
Job Overview
In this critical role, you will be responsible for modeling leadership behaviors that embody the blithequark mission and values, providing coaching and developmental opportunities to partners, and driving the development and implementation of new processes to address escalations and highly visible mentions. You will serve as a key advisor, providing customer care and executive escalations insights, messaging guidance, and response recommendations across teams. Your expertise will be instrumental in shaping our enterprise social customer care strategy, and you will collaborate closely with cross-functional teams to develop cohesive engagement tactics and crisis management guides.
Key Responsibilities
- Model leadership behaviors grounded in blithequark's mission and values, providing coaching and developmental opportunities to partners to enhance their skills and performance.
- Manage, develop, and implement new processes to address escalations and highly visible mentions, ensuring that customer concerns are resolved efficiently and effectively.
- Provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams, leveraging your expertise to drive consistent and high-quality customer experiences.
- Partner closely with public affairs, social marketing, risk, and legal teams to develop cohesive engagement tactics and crisis management guides, ensuring that blithequark is well-positioned to respond to emerging issues and trends.
- Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media and providing actionable insights to inform our approach.
- Perform research, listening, and performance analysis to inform strategies and storytelling insights through data, using your analytical skills to identify areas for improvement and optimize our customer care operations.
- Collaborate and establish partnerships with support and business units to continuously innovate and redesign processes, driving efficiency, effectiveness, and customer satisfaction.
Requirements
To be successful in this role, you will need:
- A Bachelor's degree or significant relevant experience in a related field, such as customer service, marketing, or communications.
- Professional experience managing branded channels across multiple social media platforms, with a deep understanding of the social media landscape and its impact on customer care.
- 5+ years of experience managing successful teams, with a proven track record of developing and leading high-performing teams.
- 5+ years of general business experience in large, matrixed organizations, with a strong understanding of the complexities and challenges of operating in a fast-paced, dynamic environment.
- 5+ years of experience leading cross-functional initiatives, with a demonstrated ability to collaborate and drive results across multiple stakeholders and teams.
- 5+ years of change management experience, with a proven ability to navigate and lead change initiatives that drive business outcomes and improve customer experiences.
- Strong organizational planning, development, and business judgment, with the ability to prioritize initiatives, manage resources, and drive results.
- Demonstrated history of delivering innovative solutions, with a strong track record of developing and implementing creative and effective solutions to complex problems.
- Experience facilitating root cause analysis and driving solutions to complex problems, with a strong analytical mindset and a proven ability to identify and address underlying issues.
- Strong reporting skills, with the ability to summarize data into clear, concise, and actionable insights that inform business decisions.
Nice-to-Haves
While not required, the following skills and experiences are highly desirable:
- Strong awareness of emerging trends and analyzing data to provide actionable insights, with a keen understanding of the social media landscape and its impact on customer care.
- Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects, with a strong understanding of the interconnectedness of business functions and the importance of collaboration.
Benefits and Perks
At blithequark, we are committed to supporting the well-being and success of our employees, and we offer a comprehensive range of benefits and perks, including:
- 100% tuition coverage through our education assistance program, helping you to continue your education and advance your career.
- Health coverage with a variety of plans to choose from, ensuring that you and your loved ones have access to quality healthcare.
- Stock and savings programs, such as our equity reward program, providing you with opportunities to share in the success of our company and build your financial future.
- Flexible scheduling and opportunities for paid time off, allowing you to balance your work and personal life and pursue your passions.
Career Growth and Development
At blithequark, we are committed to helping our employees grow and develop in their careers, and we offer a range of opportunities for professional development, including training programs, mentorship, and career advancement opportunities. Our goal is to help you achieve your full potential and succeed in your role, and we are dedicated to providing the support and resources you need to get there.
Work Environment and Company Culture
Our work environment is dynamic, fast-paced, and collaborative, with a strong focus on teamwork, innovation, and customer satisfaction. We are a company that values diversity, equity, and inclusion, and we are committed to creating a workplace culture that is welcoming, inclusive, and supportive of all employees. Our mission is to make a positive impact on the lives of our customers, employees, and communities, and we are seeking talented and dedicated individuals who share our values and are passionate about making a difference.
Conclusion
If you are a motivated and experienced customer care professional looking for a new challenge and an opportunity to make a real difference, we encourage you to apply for this exciting role at blithequark. With its comprehensive range of benefits, opportunities for career growth and development, and commitment to creating a positive and inclusive work environment, blithequark is the ideal place to build your career and achieve your goals. Don't miss out on this opportunity to join our team and help us shape the future of customer care – apply today!
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