**Customer Care Manager – Building Exceptional Experiences at blithequark**

Are you a customer-obsessed leader with a passion for building scalable and efficient customer care programs? Do you thrive in fast-paced environments and see complexity as a challenge worth solving? If so, we invite you to join blithequark as a Customer Care Manager, where you'll play a critical role in shaping the future of customer experience. **About blithequark** blithequark is a pioneering HR platform that empowers modern organizations to navigate global employment compliantly with ease. Our team of innovators works tirelessly to solve ambitious problems, asynchronously, around the world. With a future-focused work culture and core values at heart, we're committed to building the best-in-class HR platform that makes a meaningful impact on businesses and individuals alike. **Key Qualities for Success** We're looking for a builder – someone who thrives in ambiguity, proactively scaling operational processes to lay foundations and bring structure. Ideal for someone: * Operationally minded and proactive with experience building foundational CX programs that scale in fast-paced companies * Data and impact led, using metrics and root cause analysis to drive measurable improvements * A customer-obsessed, cross-functional leader who communicates effectively and influences stakeholders to unblock and empower teams in delivering high-quality user experiences **What You Bring** As a seasoned professional, you'll bring: * A bias toward action – you thrive in early-stage environments, spotting gaps, and proactively solving problems without waiting for direction * Proven experience building or scaling CX, Operations, or Support functions in high-growth or SaaS environments * Strong operational thinking and program management skills to lead initiatives and drive adoption for operational improvements to support long-term team efficiency, reduce manual work, and drive support excellence * Default to using data and metrics to inform decisions, including root cause analysis, reporting, and setting performance KPIs * Strong experience mentoring and leading high-performing teams, including performance management and coaching * Capability of being highly productive and independent in driving initiatives with minimal oversight from management **Job Responsibilities** As a Customer Care Manager at blithequark, you'll be responsible for: ### People Management * Manage and scale the team: Hire, coach, and develop a high-performing team of CC specialists. Create a culture of ownership, innovation, and excellence, ensuring team members are equipped to contribute beyond ticket resolution * Lead performance management: Set clear goals and provide structured feedback to foster high performance and continuous development ### Building Customer Care for Scale * Drive data-led improvements: Track team metrics and lead root cause investigations into customer and support data. Identify pain points and ensure sustainable fixes are implemented * Own the iteration of core workflows, support systems, macros, documentation, and internal processes to reduce customer effort and increase internal efficiency * Own escalation and feedback loops: Oversee escalated customer issues, ensure learnings are captured and looped back into product, training, or process changes ### Customer Experience Program Management * Lead the CC Partnership Support Program, collaborating closely with Partnership and Ops teams to ensure strong CX metrics and scalability in partnership support * Use data to own and deliver on key CX goals (e.g., CSAT, response times, backlog management), and drive improvements that are visible to the business and the customer **Final Note** This is not a "maintain and manage" role. This is a "build, scale, and lead" opportunity. If you're someone who thrives in fast-paced environments, sees complexity as a challenge worth solving, and wants to define how customer experience operates at scale – we'd love to talk. **Practicals** * You'll report to: Director of Customer Care * Team: Customer Care * Location: EMEA * Start date: Immediately **Remote Compensation Philosophy** blithequark's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries. The base salary range for this full-time position is between $35,350 USD to $79,550 USD. Our salary ranges are determined by role, level, and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change. **Benefits** Our full benefits & perks are explained in our handbook at [insert link]. As a global company, each country works differently, but some benefits/perks are for all Remoters: * work from anywhere * flexible paid time off * flexible working hours (we are async) * 16 weeks paid parental leave * mental health support services * stock options * learning budget * home office budget & IT equipment * budget for local in-person social events or co-working spaces **How you'll plan your day (and life)** We work async at blithequark which means you can plan your schedule around your life (and not around meetings). Read more at [insert link]. You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs. **How to apply** Please fill out the form below and upload your CV with a PDF format. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at blithequark. Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status, and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter. We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer, it's essential to us that our workforce reflects people of all backgrounds, identities, and experiences, and this data will help us to stay accountable. We thank you for providing this data, if you chose to. At blithequark, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about blithequark's AI guidelines, check [insert link]. Please note we accept applications on an ongoing basis. Apply for this job