**Experienced Customer Trust Specialist – Digital Services, Devices, and Alexa Support (D2AS) Outreach**

Are you passionate about delivering exceptional customer experiences and driving positive change within a dynamic organization? Do you have a knack for uncovering emerging customer issues and escalating them to the right stakeholders? If so, we invite you to join our team at blithequark as an Experienced Customer Trust Specialist – Digital Services, Devices, and Alexa Support (D2AS) Outreach. **About blithequark** At blithequark, we're committed to creating a diverse and inclusive workplace where everyone can thrive. Our mission is to provide the best possible experience for our customers, and we're looking for talented individuals who share our passion for innovation and customer-centricity. As a global leader in e-commerce, we're constantly pushing the boundaries of what's possible, and we need dedicated professionals like you to help us achieve our goals. **Job Summary** As an Experienced Customer Trust Specialist – D2AS Outreach, you'll play a critical role in restoring trust and engagement for customers who have escalated issues with their Amazon devices and digital services to senior leaders. You'll be responsible for identifying and escalating key product support issues, diving deep into contacts and data to uncover systemic problems, and facilitating feedback and detailed insights that drive changes and improvements to products, support strategy, and operational execution. **Key Responsibilities** * Rescue the customer experience and rebuild customer trust by reaching out to customers who have left a review that indicates they need help, have had a poor product experience, or have had a negative interaction with blithequark's customer service. * Uncover and escalate emerging or trending customer issues called out in reviews or contacts. * Compile customer feedback, product insights, and other learnings to spark changes and improvements to products, support strategy, and operational execution. * Support pre- and post-product launch deliverables, including deep dives into contacts, content, troubleshooting workflows, and other sources; curate that information into actionable updates for KC content, Help content, ASTRO paths, and training modules. * Support Senior Escalation Specialists on resolving Customer Trust Escalations related to blithequark Brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer's trust in devices. * Drive effective teamwork, communication, collaboration, and commitment inside and outside the team. **A Day in the Life** As a D2AS Outreach Specialist, you'll make outbound calls to customers to see if they can provide troubleshooting or gather additional insight or feedback. You'll also handle Outreach work which involves working on SIMs filed directly by Product Managers to gather feedback, verify bug fixes, provide troubleshooting, and various other requests. **About the Team** Our mission is to restore trust and engagement for customers who have escalated issues with their Amazon devices and digital services to senior leaders. These are highly complex issues that have created or could create PR risk, damage trust in the blithequark brand, and/or have elements of product safety or customer data privacy concerns. Our specialists are highly-trained and knowledgeable, serving as experts of restoring and increasing customer trust, delighting them with personal, and peculiar experiences. We celebrate and examine customer anecdotes, providing meaningful insights to our stakeholders to focus on the right solutions, features, and designs. **Basic Qualifications** * Fluency in Japanese (spoken and written) * Professional experience in English (spoken and written) * Experience interpreting and communicating analytics * Experience communicating technical concepts to a non-technical audience * Illustrate communicating and/or presenting to Sr. Leaders or other stakeholders * A minimum of six months of experience handling customer escalated contacts of Executive Customer Relations, Social Media, or Search & Rescue. (such as D2AS Advanced Technician, DART/Resolution Specialist) **Preferred Qualifications** * Bachelor's degree or 2 years blithequark Experience * Six months of experience in any D2 skills * Experience utilizing Heartbeat and Tableau * Proficiency in other languages (ex. Italian, German, French, Spanish) We are a global team and any second language will be used to support the global team somewhere * Proficient project management skills (communication, planning, documentation) and the proven ability to identify opportunities, and drive them to completion (kaizen, six sigma, project management methods). * Knowledge of project management tools like SIM. * HTML skills for creation of departmental and interdepartmental documentation and communication. * Experience with MS Office and CSC customer service tool set * Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment * Demonstrates flexibility in work hours based on scheduling needs and customer demands **Our Inclusive Culture** At blithequark, we're committed to creating a workplace where everyone can thrive. We believe in the importance of diversity, equity, and inclusion, and we're dedicated to providing equal opportunities for all candidates, regardless of their background, identity, or ability. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit for more information. **How to Apply** If you're passionate about delivering exceptional customer experiences and driving positive change within a dynamic organization, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch soon to discuss your qualifications further. Apply for this job