Director of Customer Experience – Global Leader in Branded Resale and Circular Business Solutions

Introduction to blithequark At blithequark, we are driven by a mission to revolutionize consumer shopping behavior and promote sustainability through our cutting-edge technology platform for branded resale. As a pioneer in the industry, we have already made significant strides, powering circular businesses for over 50 global brands, including renowned names such as Lululemon, The North Face, and New Balance. Our vision is to create a world where shopping pre-owned items is not only desirable but also seamless and enjoyable. To achieve this, we are seeking a highly skilled and experienced Director of Customer Experience to join our team and lead the charge in delivering exceptional support to our diverse customer base across the globe. About the Role We are looking for a seasoned professional to spearhead our customer support operation, overseeing day-to-day team management, developing enterprise support strategies, and collaborating closely with cross-functional teams across Product, Engineering, Sales, and Account Management. The ideal candidate will have a proven track record of managing complex customer relationships, building scalable support processes, and representing the company in high-stakes enterprise customer meetings. As a Director of Customer Experience at blithequark, you will be responsible for leading a diverse and international team of full-time and part-time support professionals, developing comprehensive support strategies for our multi-faceted marketplace ecosystem, and driving continuous improvement to ensure excellence in customer experience. Key Responsibilities Team Leadership & Management: Lead, mentor, and develop a growing global team of full-time and part-time customer support specialists, establishing clear performance metrics, KPIs, and career development pathways for team members. Scaling Support Team Operations: Develop and implement comprehensive customer support strategies aligned with business growth objectives, establishing support frameworks for different customer segments and types of support, designing scalable support processes and workflows, and creating and maintaining support documentation, knowledge bases, and training materials. Global Expansion & Localization: Build multi-language, region-appropriate support capabilities as we expand into new international markets, developing timezone coverage strategies to ensure 24/7 support availability, and coordinating with local teams and contractors to deliver localized support experiences. Enterprise Customer Relations: Develop specialized support processes and SLAs for enterprise accounts, collaborating cross-functionally with Sales, Account Management, Product, and Engineering to ensure seamless brand and customer experiences, and elevating the customer voice across the organization. Technology & Process Optimization: Evaluate, implement, and optimize customer support tools and technologies, including using chatbots and/or AI as we scale customer support, developing automation strategies to improve efficiency and response times, establishing data-driven insights and reporting to track support performance, and using data and customer insights to inform strategy, drive continuous improvement, and advocate for systemic solutions across product and operations. Requirements 7+ years of customer support experience with 3+ years in leadership roles, committed to building a high-performing team culture that balances operational rigor with human-centered service. Strong leadership skills with experience managing diverse, multi-level teams, and proficiency with customer support and customer analytics platforms (Zendesk, Intercom, Salesforce Service Cloud, etc.). Excellent written and verbal communication skills, with experience managing distributed teams across multiple time zones, and a proven track record scaling support operations in high-growth startup environments. Experience with multi-language, international customer support operations, and thrives in fast-paced, high-stakes environments where customer response is critical. Experience with e-commerce and digital marketplace support models, including an understanding of two-sided marketplace dynamics, and previous experience in startup or high-growth technology companies. What We Offer At blithequark, we believe in rewarding our employees with competitive compensation packages, including base pay, equity, and a full benefits package, including employee and dependent healthcare and 401(k) enrollment. Our team of over 50 employees is currently remote-first, with an office in NYC and optional in-person work for those located in the area. We also have company offsites twice a year to bring the full team together in person, and occasional travel is expected as part of the job. Our Culture blithequark is a Series B company backed by lauded investors, including Lightspeed Venture Partners, Energize Capital, and Bain Capital Ventures. We pride ourselves on an inclusive and transparent culture, remaining true to our values in everything we do. We were honored as Fast Company’s #2 Most Innovative Company in Retail in 2024, and continue to challenge ourselves to change consumer shopping behavior for the better. We consider applicants of all backgrounds and are committed to creating a diverse and inclusive work environment. Why Join blithequark? By joining blithequark, you will become part of a dynamic team that is shaping the future of consumer shopping behavior. You will have the opportunity to work with a talented group of individuals who are passionate about sustainability and customer experience. Our company culture is built on the principles of innovation, collaboration, and continuous learning, providing you with the ideal environment to grow professionally and personally. If you are excited about what we’re building and are looking for a challenging and rewarding role, we encourage you to apply for the Director of Customer Experience position at blithequark. How to Apply To apply for this role, please submit your application through our website. We look forward to hearing from you and exploring how you can contribute to our mission to revolutionize consumer shopping behavior and promote sustainability. Please note that we are unable to accept applications from candidates outside of the US at this time.