**Director, Customer Experience – Revolutionizing Support at blithequark**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where innovation and adaptability are key? We're seeking an experienced Director of Customer Experience to join our growing team at blithequark, a pioneering fintech company that's reimagining how companies take care of their people. **About blithequark** At blithequark, we believe that people are the most important asset to any company. That's why we're dedicated to creating a platform that makes benefits easy, flexible, and tailored to the unique needs of each workforce. Our easy-to-use and highly customizable fintech platform empowers People teams to implement, administer, and track benefits that meet employees where they are. With a focus on customer satisfaction, retention, and operational efficiency, we're committed to building a high-performing team that delivers exceptional service consistently. **Our Mission** Our mission is to help companies reimagine how they take care of their people. We're passionate about creating a world where benefits are no longer a one-size-fits-all solution, but rather a personalized experience that empowers employees to thrive. Join us on this mission and be part of a team that's shaping the future of benefits and customer experience. **The Role** As our Director of Customer Experience, you'll play a pivotal part in ensuring our customers receive timely, effective, and empathetic support. Your leadership will directly impact customer satisfaction, retention, and operational efficiency while building a high-performing team that delivers exceptional service consistently. You'll help shape the support and technology infrastructure that enables our company to scale efficiently while maintaining our commitment to customer success. **Key Responsibilities** * Lead, mentor, and develop a multi-channel customer experience team, strategically expanding into new support modalities. * Design and implement training programs that enable rapid team growth without sacrificing quality. * Create and execute staffing models that effectively address fluctuating support volumes. * Act as a manager of managers, driving excellence and consistency among several support teams. * Foster a collaborative, customer-centric culture focused on continuous improvement. * Act as a representative for the customer experience function when facing external stakeholders. **Strategic Planning and Analytics** * Develop comprehensive volume forecasting models to anticipate support needs across channels. * Identify support trends and patterns to inform proactive resourcing and process improvements. * Establish and track meaningful KPIs that drive team performance and customer satisfaction. * Provide regular reporting on support metrics and operational health to executive leadership. * Conduct annual planning on behalf of the Customer Experience organization. **Process Optimization and Productivity** * Identify and implement process improvements that increase support team efficiency. * Collaborate with Product and Engineering teams to drive product enhancements that reduce support volume. * Leverage ongoing developments in agentic AI to enable scale and speed in support resolutions. * Develop and refine support workflows and knowledge management systems. * Implement tools and technologies that enhance support team productivity. **Customer Experience Enhancement** * Define and maintain service level agreements that balance customer needs with operational efficiency. * Develop strategies to reduce resolution times while increasing customer satisfaction. * Implement feedback mechanisms to continuously improve the support experience. * Create escalation frameworks that ensure critical issues receive appropriate attention. **Change Management & Team Integration** * Quickly establish credibility with the existing support organization. * Implement changes thoughtfully, with clear communication and team buy-in. * Balance respect for established practices with introduction of necessary improvements. * Build collaborative relationships across departments to enhance the overall customer experience. **Requirements** * 7+ years of experience in customer support or service operations, with at least 4 years in director-level leadership roles. * Demonstrated success scaling support teams (2x or greater) while maintaining or improving quality metrics. * Experience implementing and managing multiple support channels (e.g., email, chat, phone). * Strong background establishing forecasting, capacity planning, and support analytics. * Proven track record of improving support efficiency through process and technology enhancements. * Experience leading through change and quickly adapting to new environments. * Exceptional communication, presentation, and interpersonal skills. * Data-driven approach to decision making and process improvement. * Bachelor's degree or equivalent practical experience. **Preferred Qualifications** * Experience in SaaS or technology companies, preferably in the fintech or benefits space. * Background in building omnichannel support strategies. * Knowledge of change management principles. * Experience with support automation and AI-assisted service tools. **What We Offer** * 95% coverage of medical, dental, and vision * Fantastic benefits, including: + $250 WFH setup + $150/month cell phone + internet + $100/month Wellness * No Meeting Wednesday! * We offer several team onsites a year * Flexible PTO * At blithequark, we are working towards reimaging how companies take care of their people. We are committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. blithequark is proud to be an equal-opportunity employer. **Compensation** * Base salary of $150,000 to $180,000 + equity * Range(s) is subject to change. blithequark takes a number of factors into account when determining individual starting pay, including market comparables, interview performance, peer compensation, and years of experience. If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Join our team at blithequark and be part of a revolution that's changing the way companies take care of their people.