Experienced Full Stack Customer Support Specialist – Global Operations and Client Experience

Are you a highly motivated and results-driven individual with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join blithequark's team as a Director, Client Experience Partner Success. As a key member of our global operations team, you will play a critical role in shaping the customer support experience for our clients, driving quality improvements, and fostering a culture of excellence.

About blithequark

At blithequark, we are revolutionizing the way people think about food delivery and beyond. Our mission is to engage local economies, and we're committed to making a positive impact on the communities we serve. As a leader in the food delivery space, we're constantly innovating and pushing the boundaries of what's possible. We're looking for talented individuals who share our passion for excellence, customer satisfaction, and community involvement.

About the Role

As a Director, Client Experience Partner Success, you will be responsible for overseeing the quality of our global last-mile delivery platform. You will work closely with our help partners (BPOs) to ensure their quality meets blithequark's standards, including First Contact Resolution (FCR), Customer Satisfaction (CSAT) scores, and other key performance indicators (KPIs). Your primary objective will be to drive quality improvements, efficiency gains, and business growth through data-driven insights and strategic partnerships.

Key Responsibilities

* Develop and implement quality monitoring programs that drive measurable improvements in colleague (agent) performance

• Collaborate with training and content teams to ensure consistency with new launches, processes, and strategies
• Maintain quality performance across multiple locations within aligned objectives
• Perform business audits with Help Partner Groups to identify areas for improvement
• Identify, suggest, and implement process and project enhancements
• Work cross-functionally to identify opportunities for blithequark to improve its business by understanding customer needs and preferences
• Analyze trends and insights to inform business decisions and drive growth

Requirements

* Bachelor's degree in quantitative or business fields or four years of work experience in quantitative or business areas

• Proven track record of driving quality improvements and efficiency gains across multiple help desks
• Strong analytical and data-driven mindset, with experience refining large datasets to actionable insights
• Excellent communication and presentation skills, with the ability to present complex data in a clear and concise manner
• High attention to detail, with a focus on quality and precision
• Ability to work in a fast-paced, dynamic environment with multiple deadlines and priorities
• Strong ownership mindset, with a focus on quality, yield-driven, proactive, and continuous improvement

What We Offer

* Competitive salary range: $25/hour (base pay may vary based on location and experience)

• Comprehensive benefits package, including premium healthcare, 401(k) plan with company match, short- and long-term disability insurance, basic life insurance, wellness benefits, paid time off, paid parental leave, and more
• Opportunities for growth and professional development in a rapidly evolving industry
• Collaborative and dynamic work environment with a diverse team of talented professionals
• Recognition and rewards for outstanding performance and contributions to the team

About Our Culture

At blithequark, we value diversity, equity, and inclusion. We believe that a diverse and inclusive workplace is essential to driving innovation, creativity, and growth. We're committed to creating a culture where everyone feels welcome, valued, and empowered to succeed. We're proud to be an equal opportunity employer and welcome applications from individuals of all backgrounds, experiences, and perspectives.

How to Apply

If you're passionate about delivering exceptional customer experiences and driving quality improvements, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications and next steps. Apply Now! Apply for this job