**Director, Customer Experience – Crafting Exceptional Experiences for blithequark's SMBs**

At blithequark, we're dedicated to revolutionizing the way businesses interact with their customers. As a Director of Customer Experience, you'll play a pivotal role in shaping the future of our customer support experience, driving innovation, and fostering a culture of excellence. If you're passionate about delivering world-class customer experiences, leading high-performing teams, and collaborating with cross-functional teams to drive business growth, we want to hear from you. **About blithequark** blithequark is a leading provider of innovative solutions for small and medium-sized businesses (SMBs). Our mission is to empower entrepreneurs and business leaders to succeed in an ever-evolving market. We're committed to delivering exceptional customer experiences, driving business growth, and fostering a culture of innovation and collaboration. **Key Responsibilities** As a Director of Customer Experience, you'll be responsible for: * Delivering an exceptional support experience for our SMBs, providing empathetic, informative, and timely responses that meet their evolving needs. * Identifying opportunities to improve the customer experience journey, automating steps, reducing friction, and providing resources and support for agents to handle increasing types of questions and issues. * Driving monthly, quarterly, and annual execution of your team's KPIs and strategic plans, using a process-oriented and data-driven approach. * Championing customer priorities cross-functionally, collaborating with product teams to influence customer experience initiatives within the product roadmap. * Maintaining full visibility and status on cross-functional efforts to deliver feedback surfaced by our customers. * Designing and developing process improvements to enhance the customer experience journey. * Hiring and building a high-performing team through strong mentorship and talent development, while identifying key opportunities for growth and up-leveling. * Driving best practices and continuous improvement, including building a customer experience playbook. * Collaborating with the risk leadership team on forward-thinking initiatives to ensure our CX delivery model evolves as the business continues to scale. * Exploring partnerships, including working with Business Process Outsourcing resources. * Championing ongoing learning and continuous improvement across your team and our business, providing support, education, and training to different teams to build a world-class customer experience team. **Requirements** To succeed in this role, you'll need: * 6+ years of experience in Customer Experience/Support, with a proven track record of delivering exceptional customer experiences. * 5+ years of experience in a people leadership capacity, with a strong ability to develop, coach, and mentor high-performing teams. * Experience developing, coaching, and mentoring high-performing teams, with a focus on driving growth and improvement. * Fintech experience is an asset, but not required. * Strong collaboration, organization, and execution skills, with excellent communication skills. * A keen analytical approach to identifying trends, issues, and opportunities, with a process-oriented mindset. * A passion for teamwork and commitment to building a world-class global customer experience engine. * Empathy and humility, with the ability to truly understand the needs of SMBs and teams. **Bonus Points** If you have: * Experience maximizing the potential of Zendesk when it comes to reporting and analytics. * Joined a company at its early stages and have seen it through scale. * Experience working in a fintech startup. **Benefits** As a member of the blithequark team, you'll enjoy: * Competitive salary and meaningful equity: every team member gets a piece of the pie. * Comprehensive health benefits: we offer full health benefits + an HSA/WSA starting from day 1 so you get the coverage you need. * Considerable vacation/end-of-year holiday shutdown: we take time off to reset and recharge so we come back better for our customers. * Personal and professional growth: support from leaders who care about your growth and success through regular feedback and coaching. Our goal is to make blithequark a step-change career opportunity. * Top-tier equipment: we'll make sure you have everything you need to produce your best work. * Team-first culture: we're passionate about working collaboratively, bonding through team events, and most importantly having fun. **Join the blithequark Team** If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and collaborating with cross-functional teams to drive business growth, we want to hear from you. Apply now to become a part of the blithequark team and help shape the future of customer experience. Apply for this job