Experienced Customer Service Operations Coordinator – Elevating Customer Experience at blithequark
At blithequark, we're revolutionizing the luxury industry by delivering the world's finest cashmere at an accessible price. Founded in 2013, our vision is to bring premium, sustainably made cashmere to the everyday wardrobe, while valuing innovation, transparency, and connection with our customers. We're a dynamic team that prides ourselves on combining quality, craftsmanship, and modern design to create timeless, versatile pieces that are soft AF! As a key player in our customer service operations, you'll have the opportunity to make a significant impact on our customers' overall experience. If you're passionate about managing customer-facing interactions, collaborating with cross-functional teams, and uncovering opportunities with data, we'd love to hear from you!
About blithequark
blithequark is a rapidly growing company that supports three brands and is focused on continuing to grow and expand our team and partners. We're committed to pushing limits, nailing the details, and delivering products that are built to last. Our team is dedicated to providing exceptional customer service, and we're looking for a driven, resourceful, and detail-oriented Customer Service Operations Coordinator to join our team.
Job Summary
We're seeking an experienced Customer Service Operations Coordinator to partner with our warehouse and corporate teams to ensure all customer needs are met and challenges are handled with speed and precision. In this role, you'll analyze customer interactions, identify key trends, and drive meaningful change. You'll work closely with our Senior Customer Care agent to ensure all systems are aligned, and customer service levels are met. If you're passionate about data-driven decision making, customer service, and collaboration, we'd love to hear from you!
Key Responsibilities
As a Customer Service Operations Coordinator at blithequark, you'll be responsible for:
- Partnering with our warehouse and corporate teams to ensure all customer needs are met and challenges are handled with speed and precision
- Analyzing customer interactions, identifying key trends, and driving meaningful change
- Working closely with our Senior Customer Care agent to ensure all systems are aligned, and customer service levels are met
- Managing, creating, and distributing weekly and monthly reports on key metrics related to customer service performance and operations
- Owning ad hoc projects and attending necessary meetings
- Engaging with our AI Agent to ensure proper responses and that tickets are adequately handled
- Being the primary point of contact to the warehouse/operations team for returns management and oversold customer management
- Partnering with Caltastic to handle ticket escalations and ensure all systems – WMS, NetSuite, and Shopify – are aligned as needed
- Ensuring Caltastic Agents are meeting all service levels
- Supporting Senior Customer Service Agent with feedback to Caltastic agents
- Partnering with Senior Customer Service Agent to ensure weekly and monthly email and chat meet company standards
Qualifications/Skills
To be successful in this role, you'll need:
- Strong organizational skills and attention to detail
- Proven track record of managing Customer Service teams through the use of data. Must be able to use Excel and root cause analysis
- Strong communication and interpersonal skills to work effectively with a cross-functional team
- Problem-solving mindset with the ability to think critically and provide creative solutions to customer issues
- Comfortable in a start-up environment and able to manage multiple priorities in a fast-paced environment
- 1+ years experience in a customer-facing role in a call center or customer service center in retail or hospitality
- Experience with Zendesk is preferred
- A basic familiarity with customer service fraud prevention practices, and understand the importance of discretion with customer information
- Proficient in various software programs and customer service platforms (Microsoft Suite, Gmail, Google Docs, etc.)
- Ability to work on a computer for extended periods of time
- Can reliably meet a flexible work schedule, including weekends based on business needs
Work Environment and Company Culture
As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. We're committed to creating a work environment that's inclusive, supportive, and encourages growth and development. Our team is passionate about delivering exceptional customer service, and we're looking for someone who shares our values and is committed to making a difference.
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to helping our employees grow and develop their careers. We offer a range of learning and development opportunities, including training programs, mentorship, and career advancement opportunities. Our team is passionate about innovation and continuous improvement, and we're looking for someone who is eager to learn and grow with us.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- 401k Plan with employer match
- Medical and Dental Benefits
- Paid Time Off: 15 Vacation Days; 5 Personal Days; 5 Sick Days
- Flexible work schedule, including weekends based on business needs
- Opportunity to work with a dynamic and collaborative team
- Access to training and development opportunities
- Competitive salary and benefits package
How to Apply
If you're passionate about customer service, data-driven decision making, and collaboration, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. 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're committed to creating a work environment that's inclusive, supportive, and encourages growth and development. Apply for this job