Welcome to blithequark: Redefining the Future of Commerce
blithequark is the largest livestream shopping platform in North America and Europe, offering a unique space to buy, sell, and discover a wide range of products, from fashion and beauty to rare collectibles and live plants. As a pioneer in blending community, shopping, and entertainment, we are inspired by innovation and anchored in our values. With a global presence, including hubs in the US, UK, Ireland, Poland, and Germany, we are building the future of online marketplaces together.
Our live auctions have something for everyone, and we are just getting started. As one of the fastest growing marketplaces, we are looking for bold, forward-thinking problem solvers across all functional areas. Stay updated on the latest blithequark news on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce.
About the Role
The Customer Experience team at blithequark is responsible for driving the best possible user experience through process improvement, order management, and problem-solving. As a leader of this team, you will be responsible for ensuring that our team of agents provides exceptional service, digging into every ticket to the lowest level of detail to solve customer issues and provide critical user insights to the business. You will partner with cross-functional teams to fix gaps in our product or experience that negatively impact our customers, driving a 1% improvement every day.
Your key responsibilities will include:
- Leading team performance and driving results in team productivity, quality, and customer experience
- Managing, coaching, encouraging, and being responsible for the performance and culture of a team of agents
- Maintaining functional knowledge of and acting as a subject matter expert on processes, product, and projects related to day-to-day operations
- Handling escalations from the team and driving accountability on policies and other guidelines
- Creating new and using existing reporting to identify areas to improve performance metrics and productivity
- Building a culture of insights generation to improve product, process, experience, and overall business by reviewing Sigma & Zendesk metrics regularly
- Identifying and reporting on trends early and often
- Partnering with training and content to reinforce compliance with new launches, processes, and policies
- Addressing and resolving critical issues from partners and other teams
- Identifying and calling out areas of opportunity for blithequark, helping improve or develop new processes to improve the user experience and business by understanding customer needs
- Other ad-hoc project work as the business requires
Team members in this role are required to be within commuting distance of our Dublin, Ireland hub and must be flexible to work weekends.
About You
We are looking for a curious and growth-minded individual who thrives in a fast-paced, rapidly changing environment. You should have a strong customer service mentality with a passion for reaching the best possible outcome. As our next Customer Experience Team Lead, you should have:
- Experience as a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
- Experience driving operational excellence, quality improvements, and performance-managed multiple agents
- An analytical and data-driven approach, with experience distilling large data sets to actionable insights
- A strong ownership mentality, always looking for opportunities to better your work, team, product, or customer experience
- Comfort making tough decisions that balance the trade-off between quality and quantity
- Knowledge of Zendesk, data platforms such as Sigma, and familiarity with Excel/Google Sheets
- Experience in startups, marketplaces, or e-commerce preferred
- Experience working within multichannel support operations (chat, email, SMS)
- Familiarity with working with large, diverse customer support and operations organizations preferred
- Fluent English (with the ability to work in an additional European language being an advantage)
Benefits and Perks
At blithequark, we offer a range of benefits and perks to support your well-being, growth, and success, including:
- Flexible Time off Policy and holiday pay for company-wide Holidays (including a spring and winter break)
- Health Insurance options, including Medical, Dental, Vision
- Work From Home Support, including home office setup allowance and monthly allowance for cell phone and internet
- Care benefits, including monthly allowance for wellness, annual allowance towards Childcare, and lifetime benefit for family planning
- Pension plans internationally
- Monthly allowance to dogfood the app, allowing you to develop a deep understanding of our product and services
- Parental Leave, including 16 weeks of paid parental leave and one month gradual return to work
Career Growth and Learning
At blithequark, we are committed to supporting your career growth and learning. You will have access to:
- Regular training and development opportunities to enhance your skills and knowledge
- Mentorship and coaching from experienced leaders and professionals
- Opportunities to work on cross-functional projects and collaborate with other teams
- A culture of continuous learning and improvement, with a focus on innovation and experimentation
Work Environment and Company Culture
Our work environment is dynamic, fast-paced, and collaborative. We value diversity, inclusivity, and respect, and we are committed to creating a positive and supportive company culture. You will be part of a global team that is passionate about building the future of commerce and making a positive impact on people's lives.
Conclusion
If you are a motivated and experienced customer experience professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Experience Team Lead at blithequark, you will have the chance to make a real impact on our business and our customers, while developing your skills and career in a fast-paced and innovative environment. Don't miss out on this opportunity to join our team and help shape the future of commerce. Apply now and become a part of the blithequark family!
Apply Now