**Manager of Customer Service Training and Quality Assurance | blithequark | Remote (United States)**

At blithequark, we're revolutionizing the way people interact with health insurance. Our mission is to eliminate fear in health insurance by making it more transparent, accessible, and user-friendly for everyone. We're a rapidly growing company that's disrupting the convoluted and confusing industry of health insurance, and we're looking for talented individuals to join our team. **About blithequark** blithequark is a leading provider of health insurance solutions for small business owners. With over 20,000 customers and major partnerships with Intuit and Square, we're changing the way people think about health insurance. Our team is passionate about creating a more transparent and accessible industry, and we're committed to making a positive impact on people's lives. **Job Summary** As the Manager of Training and Quality Customer Service, you will play a crucial role in ensuring the delivery of exceptional customer service by overseeing the training and quality assurance processes within our organization. You will be responsible for designing and implementing training programs, monitoring customer interactions, and driving continuous improvement in service quality assurance. **How You Will Make an Impact** As the Manager of Training and Quality Customer Service, you will have a significant impact on our organization's customer service standards and objectives. Your responsibilities will include: ### Training Program Development • Design, develop, and update training materials, manuals, and resources that align with the organization's customer service standards and objectives. • Create and maintain training schedules and curriculum. • Tailor training content and materials to meet the unique requirements of different operations teams (revenue operations, renewals, and support). • Continuously update training materials to reflect changes in customer service processes, products, or technologies. • Conduct engaging and informative training sessions for new hires and existing employees. ### Quality Assurance • Evaluate existing quality assurance program and iterate on the program to improve Customer Satisfaction and Net Promoter Score. • Overhaul existing quality assurance reporting, tooling, and analytics. • Monitor the performance of customer service representatives to identify trends and areas where additional training or coaching is needed. **What Skills You Will Need** To be successful in this role, you will need: • A Bachelor's degree in a relevant field or equivalent work experience • Ability to adapt to changing needs and priorities in a fast-paced environment • 3+ years experience building and managing training programs • Knowledge of customer service software, CRM systems, Learning Management Systems (LMS), and related technologies (Salesforce a plus) • Strong communication and presentation skills • Excellent interpersonal and coaching abilities • Strong organizational and project management skills (certification a plus) **What We Offer** At blithequark, we offer a comprehensive benefits package that includes: • Generous stock option packages • Competitive compensation • "Take what you need" time off plan • 100% Medical, Dental, and Vision Insurance coverage • FSA plan • 401k • A values-based culture that invests in employee success **Compensation** The base salary range for this position is $65,000 – $90,000. We have a market-based compensation structure, and the salary for this position may vary based on a candidate's experience, industry expertise, technical skills, and location. **Our Culture** We value radical transparency, feedback, bias to action, growth, and an obligation to dissent. Every opinion is respected, we hold each other to extremely high standards, we're driven by the diversity in our backgrounds, and unified by 100% alignment on our mission. **Research shows that candidates from underrepresented backgrounds often don’t apply for roles if they don’t meet all the criteria.** We strongly encourage you to apply if you're interested; we'd love to learn how you can amplify our team with your unique experience! **We are an equal opportunity employer and value diversity at our company.** We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. **How to Apply** If you're passionate about creating a more transparent and accessible health insurance industry, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. **Apply Now** Apply for this job