Experienced Customer Service Manager II - Leading Client Support Teams to Excellence in a Dynamic Environment

Welcome to blithequark At blithequark, we are passionate about delivering exceptional customer experiences. Our award-winning Client Care Group combines technology and human empathy to build client trust and loyalty. We believe that every interaction with our clients is an opportunity to make a positive impact and exceed their expectations. As a leader in the industry, we are committed to innovation, critical thinking, and collaborative problem-solving. If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we invite you to join our team as a Customer Service Manager II. About the Role As a Customer Service Manager II at blithequark, you will play a key role in leading and developing a team of managers who supervise client support specialists. Your primary objective will be to drive improvement in key performance indicators (KPIs), close performance gaps, and ensure a seamless customer experience. You will be responsible for making informed decisions about business approaches, managing risks, and resolving employee issues. Your expertise in coaching, mentoring, and performance management will be essential in helping your team achieve their full potential. Key Responsibilities Create, manage, and mentor a team of managers who regulate client support specialists Analyze team performance to drive improvement in KPIs and close performance gaps Make decisions about business approaches, managing risks, and resolving employee issues Identify training gaps and collaborate with support teams to improve performance Make recommendations and take corrective action to manage performance as needed Conduct interviews and make hiring recommendations for new team members Analyze trends based on historical data to close performance gaps Respond to escalated customer care requests, inquiries, or complaints in a professional and respectful manner Hold team leaders accountable for consistent coaching of each support advisor, including performance management and employee development Requirements and Qualifications To be successful in this role, you will need: 2+ years of proven leadership experience in driving results through direct reports Demonstrated ability to close performance gaps through coaching and mentoring Demonstrated ability to provide relevant and timely feedback in a complex environment to both managers and specialists Strong problem-solving skills and the ability to think logically in a fast-paced environment Excellent communication and relationship-building skills A bachelor's degree or equivalent experience in client-facing and management work Preferred Qualifications Experience in a customer-facing environment, preferably in a leadership role Knowledge of industry-leading technology and innovative solutions Proven track record of driving improvement in KPIs and closing performance gaps Excellent analytical and problem-solving skills, with the ability to think critically and outside the box Skills and Competencies To excel in this role, you will need to possess: Strong leadership and management skills, with the ability to motivate and inspire teams Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders Strong problem-solving and analytical skills, with the ability to think critically and make informed decisions Ability to work in a fast-paced environment, with a high degree of flexibility and adaptability Strong coaching and mentoring skills, with the ability to develop and grow team members Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Service Manager II, you will have access to: Comprehensive training and development programs, designed to help you achieve your career goals Opportunities for advancement and career progression, with a clear path for growth and development A dynamic and supportive work environment, with a focus on collaboration and teamwork Access to industry-leading technology and innovative solutions, with the opportunity to develop your skills and expertise Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive company culture. We believe in: Embracing diversity and promoting equality, with a focus on creating a welcoming and inclusive work environment Fostering a culture of innovation and creativity, with a focus on critical thinking and problem-solving Encouraging open communication and collaboration, with a focus on building strong relationships with clients and stakeholders Recognizing and rewarding outstanding performance, with a focus on celebrating our employees' achievements and successes Compensation, Perks, and Benefits As a Customer Service Manager II at blithequark, you can expect: A competitive salary of $23 per hour A comprehensive benefits package, including health, dental, and vision insurance A dynamic and supportive work environment, with a focus on collaboration and teamwork Opportunities for advancement and career progression, with a clear path for growth and development Access to industry-leading technology and innovative solutions, with the opportunity to develop your skills and expertise Conclusion If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we invite you to join our team as a Customer Service Manager II. With a competitive salary, comprehensive benefits package, and opportunities for advancement and career progression, this is an exciting opportunity to take your career to the next level. Apply now to join our dynamic and supportive team and start your journey to excellence in customer service. Apply for this job