Dedicated and Results-Driven Customer Operations Executive – Delivering Exceptional Customer Experiences and Driving Business Growth at blithequark

Welcome to blithequark At blithequark, we are passionate about building financial products that accelerate economic freedom for people who move across borders. Our journey began with car insurance, and we have successfully insured over a million drivers. As we continue to scale and expand beyond our initial product, we are committed to creating a positive impact on the lives of tens of millions of people who face overlooked financial challenges when moving countries. Our future is focused on developing financial products that cater to their unique needs, and we are excited about the opportunities that lie ahead. Our Culture and Work Environment We take pride in the culture we have created at blithequark, where progress, collaboration, and creativity thrive. Every day, we strive to make a difference by taking small steps that collectively contribute to achieving big milestones. Our team is built on the principles of openness, knowledge-sharing, and mutual support. We encourage our team members to take ownership of their work, think outside the box, and challenge the status quo. At blithequark, everyone has a voice and the opportunity to make a meaningful impact. To ensure clarity and direction, we engage in in-depth planning twice a year, setting clear goals and objectives that align across all functions. Our work is organized into three main tribes: Acquisition, Retention, and Claims, each comprising multiple teams that work together seamlessly to deliver exceptional results. Life at blithequark If you are excited about the prospect of joining a dynamic team that is passionate about making a difference, we invite you to explore our Culture Handbook to learn more about what it's like to be part of the blithequark family. We are committed to fostering an environment where everyone feels valued, supported, and empowered to grow. Job Overview Exceptional customer care is at the heart of everything we do at blithequark. As a Customer Operations Executive, you will play a vital role in delivering world-class service that builds customer loyalty and drives retention. Our Customer Operations teams support customers throughout their journey, from purchasing their first policy to managing adjustments, financial queries, and renewals. You will have the opportunity to join either our Customer Happiness team, which handles active policies, mid-term adjustments, and payments, or our Retention Ops team, which assists customers with renewals and potential cancellations. The team you will join will be determined during the interview process. Key Responsibilities Engage with new and existing customers via live chat and email, ensuring a seamless experience in a fast-paced, ever-evolving environment. Meet performance targets, including quality, volume of conversations, and customer retention, with continuous feedback for development. Identify customer pain points and proactively suggest process, tool, or product improvements to enhance efficiency. Collaborate with teams such as Underwriting, Claims, and Fraud to optimize the customer journey. Ensure compliance with FCA guidelines in all customer interactions. Build expert knowledge of our products, systems, and processes, with access to internal resources for support. Identify vulnerable customers and ensure they receive appropriate support. Assist in onboarding new team members through shadowing and mentoring, contributing to a culture of knowledge-sharing. Support colleagues by answering policy-related queries as needed. Who We Are Looking For We are seeking a dedicated and results-driven Customer Operations Executive who is passionate about delivering exceptional customer service. The ideal candidate will be adaptable, comfortable with change, and thrive in a dynamic start-up environment. You will be proactive in finding solutions, skilled at simplifying complex information for customers, and curious, with a willingness to ask questions. As a strong team player, you will enjoy supporting colleagues and collaborating to improve processes. You will be open to feedback and eager to grow within a feedback-driven company. Essential Qualifications Previous experience in a customer-facing role is desirable, particularly in online customer support. Excellent written and verbal communication skills. Ability to work 2-3 weekend days per month (with a day off in lieu), 1-2 late shifts (6-9pm) per week, and occasional bank holidays (with a lieu day) as part of a rota. What We Offer At blithequark, we are committed to providing a comprehensive range of perks and benefits that support the well-being, growth, and development of our team members. These include: Flexi-office working – Spend at least 2 days a week with your team in our office, with the flexibility to work from home or remotely for the remaining days. Learning and development – Personal budgets for books and training courses to help you grow in your role, plus 2 days a year to further your skillset. Mental wellbeing support – Access to therapy and mental health sessions through our partner providers. Competitive bonus scheme – Designed to reward and recognize high performance. SZÉP card – Budget to spend on meals, leisure, and accommodation. Sabbatical Leave – Get a 4-week fully paid sabbatical after being with us for 4 years. Work From Anywhere – 4 weeks of work-from-anywhere time to use, with no need to come to the office. Medicover Blue package – An exclusive pass to top-notch healthcare services. All You Can Move membership OR Monthly BKK pass – Unleashing your inner fitness guru or having a hassle-free commute – we've got you covered! Our Recruitment Process Our recruitment process typically involves the following stages: Initial call with one of our Talent Acquisition team (20 minutes). A short online exercise to assess your skills and experience. A technical and culture interview with two members of our Operations Team (60 minutes). We will keep you informed about the progress of your application and let you know if you are invited to an interview or not. Please note that due to the high volume of applications we receive, we may not be able to provide individual feedback on each application. Diversity and Inclusion At blithequark, we are committed to hiring without judgment, prejudice, or bias. We believe that everyone deserves an equal opportunity to join our team and contribute to our mission. We encourage applications from people of all backgrounds, regardless of gender identity, race, ethnicity, sexual orientation, age, or background. Our goal is to build an inclusive culture that empowers our team members to do their best work, have fun, and feel that they belong. Recruitment Privacy Policy We take privacy seriously at blithequark. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more, please view it here. Conclusion If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we invite you to join our team as a Customer Operations Executive. At blithequark, you will have the opportunity to make a real difference in the lives of our customers, while growing and developing your skills in a dynamic and supportive environment. Apply now to take the first step in your journey with us!