Senior Director, Global Customer Support & Integrity at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where no two days are ever the same? If so, we invite you to join blithequark as our Senior Director of Global Support and Integrity Operations. In this pivotal role, you will be responsible for setting the strategy and goals for our customer service organization, driving operational efficiency, and ensuring the highest quality of service for our merchants, dashers, and consumers.

About the Team

At blithequark, our Global Customer Support and Integrity Operations team is dedicated to creating the best possible experience for our customers. We're a people-first organization that combines strategy and operations to achieve our goals. Our team is based between Mexico City and Tempe, AZ, with a global BPO network that supports our mission. We're a collaborative and innovative team that values first principles thinking, problem-solving, and a bias for action.

About the Role

As our Senior Director of Global Support and Integrity Operations, you will report directly to our VP of Customer Experience and Integrity. This is a remote role with the expectation of traveling domestically and internationally as needed to visit teams and service centers. You will be responsible for:

• Setting the strategy and goals for our customer service organization to deliver exceptional experiences for our merchants, dashers, and consumers
• Evaluating our existing organizational structure and talent, implementing metrics and goals, and creating an incentive framework to drive scaled output
• Building close relationships with our product and engineering teams to leverage automation and technology to increase operational efficiency
• Improving our customer satisfaction score for support interactions and automation, optimizing workforce planning and staffing, and decreasing the cost of customer and integrity operations
• Ensuring that our team provides the highest quality of service for our processes and workflows on the fraud side of the business

We're Excited About You Because...

* You have a proven track record of building, developing, and managing high-performing and diverse workforces at scale, including non-exempt employees

• You're a strong problem solver, strategist, and operator with a bias for action
• You're comfortable in high-growth and dynamic environments and have experience with intense scaling and significant business transformation
• You're customer-obsessed and focused on creating a winning outcome for our dashers, merchants, customers, and the business
• You leverage first principles thinking to innovate and improve your organization
• You're detail-oriented and have the ability to dive into the weeds as necessary to excel at managing highly cross-functional and complex projects
• You're an expert relationship builder and have partnered closely with highly technical teams to improve customer operations and experience
• You're data-driven and understand how to implement the appropriate metrics and incentives to motivate and improve the output of your team

Compensation and Benefits

We offer a comprehensive benefits package that includes:

• Location-specific base salary range (please discuss your intended work location with your recruiter for more information)
• Opportunities for equity grants
• Comprehensive benefits package, including:

+ Healthcare benefits + 401(k) plan with employer match + Short-term and long-term disability coverage + Basic life insurance + Wellbeing benefits + Paid time off + Paid parental leave + Several paid holidays

Why Join blithequark?

At blithequark, we're passionate about creating a culture that values innovation, collaboration, and customer obsession. We believe in empowering our employees to take ownership of their work and make a meaningful impact on our business. If you're looking for a challenging and rewarding role that offers opportunities for growth and development, we encourage you to apply.

How to Apply

If you're excited about this opportunity and want to join our team, please submit your application through our website. We can't wait to hear from you!

Equal Employment Opportunity

blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

Job Type

Full-time

Location

Remote (with expectation of traveling domestically and internationally as needed)

Job Type

Senior Director

Experience

* 10+ years of experience in customer support and operations leadership

• Proven track record of building, developing, and managing high-performing and diverse workforces at scale
• Experience with intense scaling and significant business transformation
• Strong problem-solving, strategic, and operational skills
• Customer-obsessed and focused on creating a winning outcome for customers and the business

Education

* Bachelor's degree in Business Administration, Operations Management, or related field

• MBA or advanced degree preferred

Skills

* Strong leadership and management skills

• Excellent communication and interpersonal skills
• Ability to build and maintain relationships with cross-functional teams
• Data-driven and analytical skills
• First principles thinking and problem-solving skills
• Experience with automation and technology to increase operational efficiency

Work Environment

* Remote role with expectation of traveling domestically and internationally as needed

• Collaborative and innovative team environment
• Fast-paced and dynamic work environment
• Opportunity to make a meaningful impact on our business

Career Growth Opportunities

* Opportunities for professional growth and development

• Collaborative and supportive work environment
• Access to training and development programs
• Opportunities for advancement within the company

Learning Benefits

* Access to training and development programs

• Opportunities for professional growth and development
• Collaborative and supportive work environment
• Access to industry-leading tools and technologies

Work-Life Balance

* Comprehensive benefits package, including paid time off and paid parental leave

• Flexible work arrangements and remote work options
• Opportunities for professional growth and development
• Collaborative and supportive work environment

Compensation and Perks

* Location-specific base salary range (please discuss your intended work location with your recruiter for more information)

• Opportunities for equity grants
• Comprehensive benefits package, including:

+ Healthcare benefits + 401(k) plan with employer match + Short-term and long-term disability coverage + Basic life insurance + Wellbeing benefits + Paid time off + Paid parental leave + Several paid holidays

Application Instructions

If you're excited about this opportunity and want to join our team, please submit your application through our website. We can't wait to hear from you!

Equal Employment Opportunity

blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job