**Customer Experience People Lead (10-month Fixed Term) at blithequark**

Are you a passionate leader with a customer-centric mindset, looking to make a lasting impact in the lives of small business owners and entrepreneurs? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join blithequark's Customer Experience Team as a Customer Experience People Lead, where you'll have the opportunity to lead a team of Customer Experience Specialists and Seniors in delivering exceptional support and guidance to our customers. **Our Purpose** At blithequark, we're on a mission to empower small businesses to succeed by automating routine tasks, surfacing actionable insights, and connecting them with the right data, advisors, and apps. When we achieve this, we not only make life better for small business owners, but we also contribute to building a stronger economy that can change the world. As a Customer Experience People Lead, you'll be a key part of this mission, leading a team that's passionate about providing exceptional customer experiences and making it easy for our customers to see the value that blithequark brings to their business. **How You'll Make an Impact** As a Customer Experience People Lead, you'll be responsible for leading a team of Customer Experience Specialists and Seniors who are dedicated to providing 24/7 support to blithequark users. Your team will be the face of blithequark, delivering exceptional support and guidance to small business owners, bookkeepers, and accountants when they reach out to us with a question, and proactively reaching out to them by phone. You'll be empowered to make decisions in the best interests of our customers and our business, and you'll be expected to champion high levels of customer satisfaction via all contact channels, pushing the boundaries to continuously improve customer satisfaction. **Key Responsibilities** As a Customer Experience People Lead, you'll participate in the local leadership team, driving the customer experience (CX) strategy and key results while collaborating with global peers to ensure cohesiveness. Your key responsibilities will include: * Leading and motivating your team to build a high-performance culture, providing coaching and development to help them achieve their quality, satisfaction, and productivity goals. * Actively recruiting and retaining talented individuals, ensuring the team is well-equipped and aligned with our workforce planning requirements. * Playing a key role in change leadership, ensuring that new initiatives are well-understood and successfully adopted by the team. * Providing outstanding leadership that balances empowerment and accountability, celebrating success and proactively managing underperformance. * Acting as an advocate for our customers, engaging with them directly when required, managing escalations, and using their feedback to drive continuous improvement. * Collaborating effectively with supporting teams across blithequark to deliver on the operating plan and equip your team to support business changes. * Proactively identifying opportunities to improve our service and processes, ensuring our customers receive an exceptional experience while maintaining compliance and regulatory obligations. **What You'll Bring with You** To be successful in this role, you'll need to bring a people, performance, and customer-driven mindset, with a proven ability to balance the needs of your team with the goals of the business. You'll possess strong coaching and leadership capabilities, along with a growth mindset that enables you to build great relationships. You'll be an accomplished communicator who gives and receives feedback constructively and is confident in your decision-making. You'll be a natural role model for the team, demonstrating empathy, commitment, and a strong sense of curiosity. **Essential Qualifications** * Experience leading a team in a customer support environment and adept at working to service level and quality targets. * Proven ability to navigate areas of conflict in a positive and proactive manner. * Excellent verbal and written communication skills and comfortable acting as a brand ambassador. * Experience supporting the delivery of change and strong collaboration and influencing skills. **Preferred Qualifications** * A degree in a relevant field, such as business, psychology, or communications. * Experience working in a fast-paced, dynamic environment. * Familiarity with customer experience (CX) principles and practices. * Experience working with customer relationship management (CRM) software. **Career Growth Opportunities and Learning Benefits** At blithequark, we're committed to helping our employees grow and develop their careers. As a Customer Experience People Lead, you'll have access to a range of learning and development opportunities, including: * Regular coaching and feedback from your manager and peers. * Opportunities to attend industry conferences and events. * Access to online training and development resources. * A comprehensive onboarding program to help you get up to speed quickly. **Work Environment and Company Culture** Our office is a vibrant and dynamic space that's designed to inspire creativity and collaboration. You'll be part of a team that's passionate about delivering exceptional customer experiences, and you'll have the opportunity to work with a range of stakeholders across the business. We're committed to creating a workplace culture that's inclusive, diverse, and supportive, and we offer a range of benefits and perks to support your physical and mental wellbeing. **Compensation, Perks, and Benefits** As a Customer Experience People Lead at blithequark, you'll be rewarded with a competitive salary and a range of benefits and perks, including: * A generous paid leave policy, including statutory holidays and dedicated paid leave to care for your physical and mental wellbeing. * Free medical insurance and access to an Employee Assistance Program. * A comprehensive Employee Share Plan. * Beautiful offices and flexible working arrangements. * Career development and growth opportunities. * A range of employee resource groups and social activities. **Conclusion** If you're a passionate leader with a customer-centric mindset, looking to make a lasting impact in the lives of small business owners and entrepreneurs, we invite you to join blithequark's Customer Experience Team as a Customer Experience People Lead. Apply now to take the first step towards a rewarding and challenging career with a company that's committed to making a difference in the world.