**Manager, Customer Care – Champion of Exceptional Customer Experience at blithequark**

Are you a seasoned customer experience professional with a passion for delivering exceptional service? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join our dynamic team at blithequark as a Manager of Customer Care. As a key champion for customer satisfaction, you will lead our customer service team in delivering world-class experiences that drive customer loyalty and retention. **About blithequark** blithequark is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, blithequark helps businesses of all sizes achieve their marketing goals. Our team of 1000+ members across 15 countries works remotely and in our headquarters in Dallas, Texas, fostering a strong company culture that values creativity, collaboration, and work-life balance. **Our Customers** blithequark serves a diverse customer base of over 60K agencies & entrepreneurs and 450K businesses globally, spanning various industries and sectors. Our customers range from small and medium-sized businesses to enterprises, and we work at scale, handling around 3 Billion API hits, 2 Billion+ message events monthly, and over 25M views of customer pages daily. **Job Overview** As a Manager of Customer Care, you will be responsible for overseeing the day-to-day operations of our customer care team, ensuring high-quality service delivery, and driving customer satisfaction across all channels. You will lead and inspire our team to maximize customer lifetime value (CLTV) through retention and customer satisfaction, owning the "voice of the customer" as part of our overall customer for life vision. **Key Responsibilities** * Act as a Peer Mentor for assigned teams, greeting new hires and conducting informal check-ins, serving as a resource and team culture ambassador. * Provide training for all new team members, ensuring they graduate on time with the necessary knowledge and skills to confidently start their new roles. * Offer continuous feedback, coaching, and training to team members, helping them develop their skills and advance in their careers. * Conduct, track, and report to managers training progress and quality assurance during the employee lifecycle. * Acquainted in department KPI, goals, and targets and implementing into training improvement plans and accountability. * Create and develop ad hoc operational and quarterly planned training for teams on topics such as best practices, soft skills, product knowledge, CSAT, etc. * Serve as the first point of contact for management-level inquiries and assist with escalations as a key escalation resource within the Customer Success organization. * Drive results-based outcomes on improvements in team overall performance and metrics. * Monitoring and maintaining proper KPI expectations around daily team functions such as tickets, calls, and customer communications. * Continued training and development on new product features and launches for both the team and yourself. * Identifying areas of opportunity by analyzing trends in data. * Ensure the team remains motivated, engaged, and aligned with company goals by fostering a positive and collaborative team culture. * Implement and enforce standard operating procedures (SOPs) for customer success workflows, ensuring consistency and efficiency across the team. * Continuously review and improve documentation to ensure it stays up to date and aligns with evolving customer success strategies. * Create and record training materials as needed to address internal training requirements. * Perform other duties as assigned or modified based on changing business needs. **What We're Looking For** * Associate's or Bachelor's degree (equivalent experience is a plus) * SaaS software experience * Project management skills (experience is a plus) * People leader at heart: You enjoy mentoring, leading, and contributing to the professional development of those around you. * Strong collaboration, time-management, influencing, and prioritization skills are critical to the success of this role. * The ability to build and maintain relationships both internally with the team and externally with customers. * Excellent listening, presentation, and communication skills at all levels. * Technically savvy with an interest in leveraging data, analytics, and automation to drive demonstrable customer and team success. * Training and mentoring excellence. * Strong customer-facing communication skills. * Excellent written and verbal communication skills, with the ability to explain complex concepts clearly to customers and internal stakeholders. * Strong leadership and team management skills with a proven ability to motivate and inspire others. * Thrive in a face-paced environment * Ability to think critically and problem-solve in high-pressure situations. * Solutions-based mindset * Basic computer and Excel skills. * Strong documentation skills, including the ability to create, maintain, and improve internal documentation and processes. **Why Join blithequark?** At blithequark, we value diversity and believe it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way! **How to Apply** If you're a motivated and experienced customer experience professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please visit our website at [insert link] to learn more about our company culture and values. We can't wait to hear from you! **Equal Employment Opportunity Statement** blithequark is an equal opportunity employer. We are committed to diversity and inclusion in the workplace and are proud to be an employer of choice for people from all backgrounds. We welcome applications from qualified candidates who share our values and are passionate about delivering exceptional customer experiences. **Reasonable Accommodations** We are committed to providing reasonable accommodations to individuals with disabilities. If you require an accommodation to apply for this position, please contact us at [insert contact email or phone number]. Apply for this job