Head of Customer Experience and Operations – Shaping the Future of Customer Service at blithequark

Are you a seasoned customer service professional with a passion for delivering exceptional experiences? Do you have a knack for leading high-performing teams and driving business growth through innovative strategies? If so, we invite you to join blithequark as our Head of Customer Experience and Operations. In this pivotal role, you will play a key part in shaping the future of customer service across our organization, driving customer satisfaction, and fostering a culture of excellence.

About blithequark

blithequark is a dynamic and forward-thinking organization that is revolutionizing the way we approach customer service. With a strong commitment to innovation, collaboration, and employee growth, we are creating a workplace that is both challenging and rewarding. As a member of our team, you will have the opportunity to work with talented professionals who share your passion for delivering exceptional customer experiences.

Key Responsibilities

As our Head of Customer Experience and Operations, you will be responsible for leading and shaping the end-to-end customer service experience across our organization. In collaboration with our Customer Service Director, you will:

• Improve customer service engagement and satisfaction through the effective use of technological tools and collaboration with the team
• Ensure the team is working efficiently, according to business needs, and following our procedures and policies
• Take ownership of customers' issues and follow problems through to resolution
• Keep accurate records and document customer service actions and discussions
• Strategically lead and develop the team to enhance performance by setting clear, accountable performance measures and goals
• Promote an environment that encourages maximum productivity, service effectiveness, personal growth, and development, open communication, and teamwork
• Coordinate the operation on a daily basis, providing timely, accurate, and rigorous responses to the team
• Analyze statistics and compile accurate reports, ensuring that the data is reliable and that timely decisions can be made based on it
• Collaborate with HR to establish recruitment and development needs, as well as performance reviews and follow-ups
• Control technological, financial, and human resources, utilizing assets to achieve qualitative and quantitative targets
• Stay ahead of industry developments and apply best practices to areas of improvement

Requirements

To succeed in this role, you will need:

• A high level of English and Spanish proficiency
• At least 2 years of experience in a similar role, with a background in Call Center operations highly valued
• Customer service orientation, with good knowledge of Excel, customer service software, databases, and tools (AI tools a plus)
• Excellent verbal and written communication skills, as well as a strong collaborative work style
• Strong analytical capability and attention to detail, with a strategic vision to anticipate needs and demands within our department
• Provable experience in multicultural and remote team leadership, accustomed to leading and prioritizing according to business needs

Benefits

At blithequark, we prioritize your growth and well-being. Enjoy:

• A flexible career path with personalized internal training and an annual budget for external learning opportunities
• A flexible schedule with flextime (7 - 9:30 a.m. start, 3:30 - 6 p.m. end) and the option of working full remote or from our Barcelona office
• Free Friday afternoons with a 7-hour workday, plus a 35-hour workweek in July and August
• Comprehensive benefits, including competitive salary, full-time permanent contract, and top-tier private health insurance (including dental and psychological services)
• 25 days of vacation plus your birthday off, with flexible vacation options
• Unique perks, such as free coffee, fresh fruit, snacks, a game room, and a rooftop terrace with stunning Mediterranean views

Work Environment and Culture

At blithequark, we foster a culture of innovation, collaboration, and employee growth. Our office is located in Barcelona's Blue Building, with stunning views of the city's seafront. Enjoy our office perks, such as free fruit, snacks, and coffee, and participate in our Mario Kart and table tennis competitions.

Equal Employment Opportunity Employer

blithequark is an Equal Employment Opportunity (EEO) Employer, welcoming applicants from diverse backgrounds, interests, and personal circumstances. We encourage applications from people with different racial, ethnic, and national identities, as well as those with disabilities, LGBTQ+ individuals, and others.

Location

You will have the flexibility to choose whether you'd like to come to the office every day, from time to time, or work fully remote. We want you to find the best combination for you.

How to Apply

If you are a motivated and experienced customer service professional looking for a new challenge, please submit your application through our website. We look forward to hearing from you! Apply for this job