Head of Customer Experience – Transformational Leader for World-Class Customer Support and Experience Development at blithequark

Welcome to blithequark

At blithequark, we are revolutionizing the way buildings approach parking by delivering innovative solutions that unlock new revenue streams, streamline operations, and provide a significantly enhanced experience for tenants and residents. As a fast-growing, venture-backed startup, we are committed to making a substantial impact in the industry. Our team is ambitious, dynamic, and dedicated to achieving excellence. If you thrive in environments where you can make a real difference, blithequark is the ideal place for you to grow and succeed.

About the Industry

The parking industry is undergoing a significant transformation, driven by technological advancements, changing consumer behaviors, and the need for more efficient and sustainable solutions. blithequark is at the forefront of this transformation, leveraging cutting-edge technology and innovative approaches to redefine the parking experience. By joining our team, you will be part of a pioneering effort to shape the future of parking and make a lasting impact on the industry.

The Role

We are seeking an exceptional Head of Customer Experience to lead and scale our customer support functions, ensuring that every blithequark customer receives world-class support and has an outstanding experience. This is a strategic and hands-on role that requires a unique blend of leadership, operational expertise, and customer-centricity. You will be responsible for defining the strategy and processes that shape our customer experience, leading a high-performing team, and collaborating across functions to drive continuous improvement and innovation.

Key Responsibilities

• Lead, grow, and inspire blithequark's Support Operations team, including hiring, onboarding, and ongoing coaching to ensure the team has the skills and expertise needed to deliver exceptional customer support.

• Own and continuously improve our support processes, documentation, functions, and tools to deliver speed, consistency, and quality, ensuring that our customers receive timely and accurate support.

• Keep your team up-to-date on new products, features, and processes, ensuring that customers always receive accurate and timely support, and that our team is equipped to handle complex customer inquiries.

• Set high standards for performance, holding yourself and your team accountable to strong standards, and regularly performing quality checks to identify areas for improvement and implement corrective actions.

• Partner with cross-functional teams, including Product, Engineering, and Operations, to identify and implement opportunities for process improvements and automation, driving efficiency and enhancing the customer experience.

• Analyze customer support data to identify trends, turning insights into actionable plans that elevate the customer experience and inform product development and business strategy.

• Work closely with our CEO, Head of Operations, and other stakeholders to define support goals and strategy, develop key performance metrics, and measure and report on progress, ensuring that our customer support function is aligned with business objectives.

• Explore, evaluate, and implement AI tools and other technologies to improve response times, enhance the customer experience, and drive efficiency, while maintaining a strong focus on quality and customer satisfaction.

• Develop and implement strategies to structure your team for sustainability, despite the 24/7 nature of our product, ensuring that our customers receive consistent and high-quality support around the clock.

• Lead by example, being a player-coach who is both a leader and a hands-on contributor, and who is willing to roll up their sleeves to support the team and drive results.

Essential Qualifications

• 6+ years of experience working with ticketing and CRM tools, such as Front, Zendesk, Hubspot, or similar technologies, with a strong understanding of how to leverage these tools to drive efficiency and enhance the customer experience.

• 4+ years of people-management experience in a support environment, with a proven track record of building, training, and motivating high-performing teams, and a strong ability to lead and develop team members.

• Experience with a 24/7 or "always-on" support model, with a strong understanding of the challenges and opportunities associated with supporting customers around the clock.

• Strong operations and systems thinking skills, with a natural ability to analyze processes, identify areas for improvement, and implement changes that drive efficiency and enhance the customer experience.

• Familiarity with the pace and ambiguity of growth-stage startups, with a strong ability to adapt to changing circumstances, prioritize tasks, and drive results in a fast-paced environment.

Preferred Qualifications

• Experience in a B2B2C environment, including working in parallel with a B2B sales team, with a strong understanding of the complexities and opportunities associated with supporting both businesses and consumers.

• Experience supporting payments or transaction products, with a strong understanding of the unique challenges and opportunities associated with supporting customers in these areas.

Skills and Competencies

• Strong leadership and management skills, with a proven ability to lead and develop high-performing teams, and to drive results in a fast-paced environment.

• Excellent communication and interpersonal skills, with a strong ability to build relationships with customers, team members, and stakeholders, and to communicate complex ideas and concepts in a clear and concise manner.

• Strong analytical and problem-solving skills, with a natural ability to analyze data, identify trends, and develop actionable insights that inform business decisions and drive results.

• Ability to work in a fast-paced environment, with a strong ability to prioritize tasks, manage multiple projects, and drive results in a dynamic and changing environment.

Career Growth Opportunities

At blithequark, we are committed to helping our team members grow and develop their careers. As a Head of Customer Experience, you will have opportunities to develop your leadership and management skills, to expand your knowledge of the parking industry and customer support best practices, and to take on new challenges and responsibilities as our company continues to grow and evolve. You will also have access to training and development programs, mentorship, and coaching to help you achieve your career goals.

Work Environment and Company Culture

At blithequark, we are proud of our collaborative, supportive, and dynamic work environment. Our team is passionate about delivering exceptional customer experiences, and we are committed to creating a workplace that is inclusive, diverse, and fun. We offer a range of perks and benefits, including flexible work arrangements, professional development opportunities, and a comprehensive compensation package. We are also committed to giving back to our community, and we offer opportunities for team members to get involved in volunteer work and other social responsibility initiatives.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a base salary range of $130-170K, plus meaningful equity. We also offer a range of perks and benefits, including:

• Company-provided medical, dental, and vision insurance, with 80% coverage for both you and your dependents.

• 401k, dependent care FSAs, pre-tax commuter/parking benefits, and more.

• Flexible PTO to take the time you need to rest, recharge, or take care of life.

• Visits to the office include free lunch and easy/cheap parking (using blithequark!).

• Monthly cell phone subsidy and one-time home-office allowance.

Location

We have a strong preference for candidates who are based in California and are willing to work a hybrid schedule (at least 2-3 days/week) at our San Francisco-Mission or Downtown Long Beach offices. However, we are open to considering candidates from other locations who are willing to travel to our offices on a regular basis.

Conclusion

If you are a motivated and experienced customer support leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join blithequark as our Head of Customer Experience. You will have the chance to make a real impact on our customers and our business, to develop your skills and expertise, and to be part of a dynamic and growing team. Don't miss out on this opportunity to shape the future of customer experience at blithequark – apply today!