Director, Customer Service – Strategic Leader for Exceptional Customer Experience and Process Innovation at blithequark

Introduction to blithequark and the Industry

blithequark is a pioneering force in the fashion industry, leveraging technology, data science, and innovative operations to drive the success of its brands. As a leader in e-commerce and online fashion, blithequark is committed to delivering exceptional customer experiences, fostering a culture of inclusivity, and promoting diversity. The company's mission is to reimagine the fashion business by creating a technologically innovative and culturally admired entity. With a strong presence in multiple markets, blithequark offers a dynamic and challenging environment for professionals looking to make a significant impact.

About the Role

blithequark is seeking an experienced and visionary Director, Customer Service to spearhead the development of its customer service function. This high-impact role offers the opportunity to influence a critical aspect of the business, driving improvements in customer metrics and overall business performance. The successful candidate will be responsible for developing and implementing customer service strategies, leveraging the company's Asia technology hub and external vendors to enhance the customer experience.

Key Responsibilities

• Develop a comprehensive vision and strategy for the customer service function, utilizing the capacity of the Asia tech hub and external vendors.
• Collaborate with the Asia Tech Hub to drive the technological and digital evolution of the customer service function, including agent management and the adoption of new technologies.
• Create and evaluate Standard Operating Procedures (SOPs) for contact flow and business rules, ensuring seamless customer interactions.
• Lead and manage an external contact center, including staffing levels, to ensure efficient and effective customer service operations.
• Develop and manage core Key Performance Indicators (KPIs) and strategies to achieve these KPIs, such as retention rates and save-a-sale metrics.
• Set and manage customer service center budgets, ensuring fiscal responsibility and alignment with business objectives.

Essential Qualifications

The ideal candidate for this role will possess a deep understanding of customer service principles and a proven track record of leadership in customer-facing environments. Key qualifications include:

• 8+ years of experience in customer service, with a focus on strategic development and process improvement.
• A Bachelor's degree in Engineering, Supply Chain, Business, or a related field.
• Successful experience in implementing supply chain improvements and developing customer solutions.
• Excellent verbal and written communication skills, with the ability to develop, coordinate, and implement project plans and timelines.
• Strong organizational, time management, and attention-to-detail skills, with a high level of self-direction and ability to thrive in ambiguous environments.
• A thorough understanding of P&Ls and budgets, with experience in managing financial aspects of customer service operations.

Preferred Qualifications

In addition to the essential qualifications, the following skills and experiences are preferred:

• Prior experience in large retail and/or e-commerce organizations, with demonstrated success in customer service operations.
• Familiarity with storyboarding and presenting, with a track record of developing and implementing effective customer service strategies.
• Experience working in a shared service environment, with a strong understanding of collaborative and respectful relationships with individuals at all levels of the organization.
• A strong customer-centric mindset, with a dedication to delivering exceptional customer experiences and support.

Skills and Competencies

To succeed in this role, the Director, Customer Service will require a unique blend of skills and competencies, including:

• Strong analytical and problem-solving skills, with the ability to formulate data-driven decisions and navigate complex systems.
• Excellent communication and influencing skills, with the ability to develop and maintain collaborative relationships with internal and external stakeholders.
• A high level of strategic thinking, with the ability to develop and implement effective customer service strategies and process improvements.
• A strong understanding of customer service technology and automation, with experience in leveraging technology to enhance the customer experience.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Director, Customer Service, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional development programs, designed to enhance your skills and knowledge in customer service and leadership.
• Opportunities for career advancement, with a focus on promoting from within and developing our internal talent.
• A collaborative and dynamic work environment, with a strong focus on innovation and teamwork.
• Access to a range of training and development resources, including workshops, webinars, and online courses.

Work Environment and Company Culture

blithequark is committed to creating a vibrant and inclusive workplace culture, with a focus on diversity, equity, and respect. Our company values include:

• Drive: We are self-aware, motivated, and resourceful, with a focus on creating success.
• One Team: We are a collaborative and supportive team, working together to achieve our goals.
• Innovation: We are creative, adaptable, and open to new ideas, with a focus on staying ahead of the curve.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to support your well-being and success. These include:

• A hybrid work schedule, with flexible working arrangements to support your work-life balance.
• Discretionary paid time off, with a focus on supporting your personal and professional needs.
• Summer Fridays, with a shorter working day to support your relaxation and rejuvenation.
• Comprehensive healthcare plans, with a focus on supporting your physical and mental well-being.
• Employee discounts, with access to exclusive offers and discounts on our products and services.
• A 401k program, with a focus on supporting your long-term financial security.
• An annual bonus program, with a focus on recognizing and rewarding your contributions to the company.
• An equity program, with a focus on supporting your long-term financial growth and success.

Conclusion

If you are a motivated and experienced customer service professional, with a passion for delivering exceptional customer experiences and driving business success, we encourage you to apply for this exciting opportunity. As a Director, Customer Service at blithequark, you will have the chance to make a significant impact on our business, while developing your skills and knowledge in a dynamic and supportive environment. Join our team and become part of a vibrant and inclusive workplace culture, with a focus on innovation, diversity, and respect.