Experienced Remote Customer Care Supervisor for Brokerage Services – Leading Customer Experience and Driving Business Growth at blithequark

Introduction to blithequark Imagine being part of a Fortune Global 500 organization that thrives on innovation, rewards its culture, and fosters an environment where talented teams help each other grow every day. At blithequark, we understand that leading into tomorrow requires people with a unique blend of skill and passion. If you have the drive to lead yourself or teams and are looking for a role that cultivates your skills and takes you to the next level, we have the perfect opportunity for you. blithequark is seeking a dynamic Customer Experience Supervisor to manage customer relationships for Brokerage products across hundreds of Small and Medium Business (SMB) customers, leveraging frequent communication and documentation to improve customer experience. Job Overview This role is pivotal in collecting Net Promoter Scores (NPS) through communication and interactions with customers, documenting gathered information, and implementing action items in partnership with Brokerage Operations to grow revenue and reduce churn. As a Customer Care Supervisor at blithequark, you will be at the forefront of driving awareness and improvement initiatives focused on revenue and churn, ensuring that our customers receive the best possible service. Key Responsibilities Collect Voice of the Customer (VOC) Feedback, including issues and successes, Net Promoter Service Scores, and Sales Data to understand customer needs and preferences. Manage and evaluate Small and Medium Business (SMB) VOC data, presenting findings to Brokerage Operations and assisting in the resolution of issues to ensure customer satisfaction. Drive awareness and improvement initiatives focused on revenue and churn, identifying areas for improvement and implementing corrective actions. Document corrective action plans and generate Customer Metric Summary reports to track progress and performance. Manage customer profiles within our online Customer Care Platform, ensuring that all information is up-to-date and accessible to the Brokerage Product network. Manage customer Standard Operating Procedures (SOP) within the online Customer Care Platform, including customer review and sign-off to ensure compliance and efficiency. Identify gaps in customer service trainings and partner with trainers to update training materials, ensuring that our team is equipped to provide exceptional service. Conduct new business implementation audits to ensure accuracy of account set up and conduct organic growth discussions to aid in brokerage revenue growth. Manage special projects as assigned, demonstrating your ability to adapt and contribute to various initiatives. Essential and Preferred Qualifications To succeed in this role, you will need: At least 1 year of Customs Brokerage Operations experience, demonstrating your understanding of the industry and its operations. Customer-facing experience, showing your ability to communicate effectively and build strong relationships with customers. Possession of a Customs Brokerage license is preferred, although not required, as it indicates a higher level of expertise in the field. Experience with CargoWise and SalesForce is also preferred, as these tools are integral to our operations and customer management. Skills and Competencies The ideal candidate will possess: Strong service, product, and customer technology knowledge, allowing you to understand and address customer needs effectively. The ability to assess business needs and conduct customer analysis to identify opportunities for growth and improvement. Detail-oriented with excellent problem-solving skills, ensuring that all aspects of customer care are managed meticulously. Creativity and a passion for ideation, contributing to innovative solutions and improvements in customer experience. The ability to create strategic customer partnerships, fostering long-term relationships and driving business growth. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Care Supervisor, you will have access to: Comprehensive training programs designed to enhance your skills and knowledge in customer care and brokerage operations. Opportunities for career advancement, whether within the customer care team or in other areas of the organization. A culture that encourages innovation and ideation, providing a platform for your ideas and contributions to make a real impact. Work Environment and Company Culture blithequark offers a dynamic and inclusive work environment that values diversity and promotes equality. Our culture is built on the principles of respect, integrity, and excellence, ensuring that every employee feels valued and supported. As a remote position, you will have the flexibility to work from anywhere, provided you have a reliable internet connection and the ability to work independently. Compensation, Perks, and Benefits Our compensation package is competitive and reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $56,640/year to $105,060/year, depending on your location and qualifications. Additionally, you may be eligible for annual short-term and/or long-term incentive compensation programs, as well as a range of benefits including medical, dental, and vision coverage, flexible spending accounts, and a 401(k) retirement program. Conclusion If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for the Customer Care Supervisor position at blithequark. With your skills and experience, you can make a real difference in driving customer experience and business growth. Join our team and become part of a Fortune Global 500 organization that is leading the way into tomorrow. Apply now and take the first step towards an exciting and fulfilling career at blithequark. Apply for this job